Service Level Review Sample Clauses

Service Level Review. 9.3.1 Without limiting any other obligations under this agreement, on or before 90 days prior to each anniversary of the Commencement Date, the Parties shall review the Service Levels and shall amend them to ensure the Service Levels are and remain Best in Class. Where such amendments are required, they shall be implemented by GEFA with effect from the anniversary of the Commencement Date. 9.3.2 GECC may engage a third party for the purposes of conducting a review of the kind described in Clause 9.3.1. GECC shall procure that the third party (the “Independent Consultant”) executes a confidentiality agreement in a form reasonably acceptable to GEFA. 9.3.3 GEFA must make available a suitably qualified and experienced employee for up to ten days per annum to provide all necessary data and other information to GECC and any Independent Consultant engaged by GECC for the purposes of completing the review under Clause 9.3.1. 9.3.4 If the Parties are not able to reach agreement on amendments required to the Service Levels in accordance with Clause 9.3.1, then that issue may be referred by either party to the Dispute procedure set out in Clause 15 for resolution.
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Service Level Review. Key Performance Indicators (“KPIs”) shall be approved by CPS, and shall be monitored using automated techniques, such as technology service monitoring (SCOM, Solarwinds), reporting, and event management tracking, using a service management tool (ServiceNow, BMC, etc.). CPS and the Proposer will agree on a ticketing system and technology monitoring tools to track events, with a preference for centralized support using the CPS service desk and ticketing system or to integrate the Proposer’s service delivery and tracking tool.
Service Level Review. TELUS may elect to include a Service Level review (a “Service Level Review”) as part of any Price Review or Benchmarking by including such request in the Price Review Notice or the Benchmarking Notice, as applicable. As part of a Service Level Review, TI will (in the case of a Service Level Review forming part of a Price Review) or the Benchmarker will (in the case of a Service Level Review forming part of a Benchmarking) be instructed to formally review the adequacy, appropriateness and achievement of the Service Levels, with a view to: (a) identifying any adjustments that may be required, including increasing Service Levels, or adjusting Service Level Credits, Earn Back Credits and other consequences of exceeding or not achieving Service Levels; and (b) adding or deleting such new or existing Service Levels as are appropriate to reflect the ongoing requirements of TELUS and TELUS Group Members and having regard to technology advances and the service levels being achieved by market leaders.
Service Level Review. At least quarterly, and as otherwise requested by Client, Client and Supplier will review the Service Levels and mutually agree whether to:
Service Level Review a. On each 12 month anniversary of last Transfer of Control date VMU and IBM will review the Service Levels set forth in Exhibit B-1 (Service Level Measurements), and mutually agree whether to: (1) add to, delete or change the Services to be measured and the corresponding Service Levels to reflect changes in VMU’s business operations; (2) improve the existing Service Levels, where warranted, to reflect operational or technical improvements in IBM’s delivery of the Services; (3) change weighting factor allocation; and (4) revise which Service Levels are to be Critical Service Levels or Key Service Levels (i.e., promote any Key Service Levels to Critical Service Levels or demote any Critical Service Levels to Key Service Levels). b. The Parties agree to the concept of continuous improvement and that the Critical Service Levels should be modified during this Agreement to reflect this concept. To accomplish this, Critical Service Levels will be modified each twelve (12) month period following the commencement of obligations date specific to each Critical Service Level as described below: (1) Each Expected Service Level will be reset at a minimum, to an improvement over the then-current Expected Service Level equal to *** of the difference between (a) the average of the twelve (12) highest monthly actual Expected Service Level results achieved during the previous year for such Service Level and (b) the then-current Expected Service Level for such Service Level. (2) Each Minimum Service Level will also be reset at a minimum, to an improvement over the then-current Minimum Service Level equal to *** of the difference between (a) the average of the twelve (12) highest monthly actual Minimum Service Level results achieved during the previous year for such Service Level and (b) the then-current Minimum Service Level for such Service Level. Notwithstanding this Section b., in no event shall any single increase in an Expected Service Level or Minimum Service Level pursuant to this Section b exceed *** of the difference between *** and the then-current Expected Service Level. (For example, if the Expected Service Level being adjusted were ***, the maximum increase for that reset would be *** (i.e., from *** to ***).) (3) In any event, in the case of very high Service Levels, the cost-benefit of applying these automatic improvement rules may not be present. In such cases, the Parties agree to discuss the Expected Service Levels and Minimum Service Levels and VMU will re...
Service Level Review. (a) Where it is apparent that a Service Level deviation has occurred, Sage will: (i) Identify the cause of the degradation in performance; (ii) Use its best endeavours to restore Service Levels; (iii) Notify You of any change to the Service status; (iv) Take remedial action to minimise the risk of recurrence; (v) Document the incident and the action taken; and (vi) Review the performance issue and actions in place. (b) A Service Level review may be undertaken by Sage annually or as agreed between the parties.

Related to Service Level Review

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA): (a) we are liable for any remedy or rebate specified by the SLA; and (b) subject to clauses 40 to 42, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

  • Detailed Description of Services / Statement of Work Describe fully the services that Contractor will provide, or add and attach Exhibit B to this Agreement.

  • Attachment A, Scope of Services The scope of services is amended as follows:

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