Service Level Requirements key deliverables:
Service Level Requirements. Registry Operator shall comply with the following performance specifications: 2.1. Service Level Requirements Matrix Parameter Service Level Requirements (SLR)/Performance Specification (monthly basis)
2.2. Registry Operator is encouraged to do maintenance for RDAP at the times and dates of statistically lower traffic for each parameter. However, there is no provision for planned outages or similar periods of unavailability; any downtime, be it for maintenance or due to system failures, will be noted simply as downtime and counted for Service Level Requirement measurement purposes.
2.3. The remedies for a failure to meet an RDAP Service Level Requirement set forth in Section 2.1 shall be solely as set forth in this Agreement as it pertains to the equivalent remedies for a failure to meet the corresponding Performance Specification for the Whois service, provided, however, that (i) for six months after the Ramp-Up Period (as defined in Section 2.4 below), a failure of a Registry Operator to meet a service-level requirement for the RDAP Service shall only apply if the Registry Operator has experienced an “RDAP Outage” of the RDAP Service; and (ii) in the event of a concurrent failure of the RDAP Service and Whois service in a given month, SLA Credits, if applicable, for Registrars shall not exceed the total amount of SLA Credits attributable solely to the failure of the service- level requirement for the Whois service, pursuant to Registry Operator’s Agreement.
Service Level Requirements. A. Prohibitions. Appraisers are not authorized to do the following without express written permission from Citizens:
1. Hire counsel to conduct examinations under oath;
2. Respond directly to demands for Appraisal, a rejection of same, or failing to forward the demand for Appraisal to Citizens;
3. Send out denial letters directly to the insured;
4. Hire outside experts or vendors or make assignments to an expert or vendor; or
5. Hire mediators.
Service Level Requirements. These Service Level Requirements shall cover all in-scope services to support Product #1 development. These requirements are in addition to expectations around Agile Warranty Services included within the Agile Development process as functionality is developed. The Contractor shall meet or exceed the requirements listed below:
Service Level Requirements. 2.1 Coordinator shall use commercially reasonable efforts, which shall be no less than the prevailing industry standard for the performance of services similar to the DSP Coordinator Services, to ensure that it provides the DSP Coordinator Services in accordance with the Services Levels set forth in this section.
2.2 All DSP Coordinator Services provided hereunder to DSP are by means of one or more Connections. DSP is responsible for providing the connectivity to this Connection. Coordinator’s responsibility for providing the DSP Coordinator Services begins at the Connection point.
2.3 All SLRs will be measured on a calendar monthly basis as set forth below from the perspective of all DECE Licensees utilizing the Service in accordance with the chart below. For clarity, a SLR 1 or SLR 2 Failure shall be deemed to occur if a SLR is not met with respect to any single digital service provider. However, an SLR failure with respect to SLRs 3-5 shall be deemed to occur only if a SLR is not met with respect to all DECE Licensees. SLR 1 - % Provisioning Service Availability Provisioning Service Availability % = [(TM – DM)/(TM)] * 100 Where: TM = Total Seconds in the calendar month DM = Unscheduled Downtime* (Severity 1 Outages) 99.9% Availability Monthly SLR 2 – % Query Service Availability- Query Service Availability % = [(TM – DM)/(TM)] * 100 Where: TM = Total Seconds in the calendar month DM = Unscheduled Downtime* (Severity Level 1 Outages) 99.9% Availability Monthly SLR 3 – Aggregate License Query Response Time Coordinator response time within Span of Control after receipt of a License Query Service request to Connection shall be less than one [1] second 95% of the time. 1 sec response time 95% time Monthly SLR 4 – Aggregate Non License Query Response Time Coordinator response time within Span of Control after receipt of a any non License Query Service request to Connection shall be less than two [2] seconds 95% of the time. Measurement will be via packet monitoring. 2 sec response time 95% time Monthly SLR 5 – Aggregate Provisioning Response Time Coordinator response time within Span of Control after receipt of a Provisioning Service request to Connection shall be less than five [5] seconds 95% of the time. 5 sec response time 95% time Monthly
Service Level Requirements. (1) Upon reviewing an alarm call and determining the type of assistance needed, ATX will request dispatch of assistance, if warranted by such call.
(2) Airbag and emergency button alarms will be answered on a monthly average in *** seconds or less. All other calls shall be answered, on a monthly average in *** seconds or less. The parties agree, however, that failure to meet such answer speeds shall not constitute a material breach, but rather will trigger a review of the program by the parties, at which ATX will define for MBUSA the source and scope of any problems associated with failure to meet the answer speed and provide MBUSA with a written plan of action to address such failure and to meet the above stated standard. Should ATX continue to fail to meet said standard after sixty (60) days beyond the development of the written plan of action noted above, such failure, shall constitute a material breach hereunder.
(3) ATX will measure its response time to all alarms and service calls on the ATX automation system Response Time reports. “Response Time” shall mean the time from data transmission completion until the time when a call handler acknowledges the alarm call. “Data transmission completion,” means the point in time in which an alarm signal has been received, processed and made available in the operator’s alarm queue, ready for acknowledgment. ATX will measure the ***Confidential material redacted and filed separately with the Commission
Service Level Requirements. (SLRs) Incident Resolution SLRs
Service Level Requirements. 3.1 The Delivery Partner will be expected to provide:
(a) A full time equivalent (FTE) Programme Manager as per the specified role description in the Service Specification
(b) Three FTE case workers as per the specified role description in the Service Specification
(c) Staff cover on the ground in case of long term staff absences
(d) All Service related administration and overhead costs.
(e) Time for case workers and the Programme Manager to participate in Drive project training as per the Service Specification
Service Level Requirements. CHECK IN/OUT FROM THE APPOINTMENT – ALWAYS - This is THE MOST IMPORTANT RULE at Company. Check in by SMS or Phone!
Service Level Requirements. Cendant will use commercially reasonable efforts to cause its help desk and systems operation vendors to respond to system issues within two hours, using existing Help Desk personnel and procedures.
