Common use of Service Level Standard Clause in Contracts

Service Level Standard. Problems shall be confirmed as received by Contractor 100% of the time each reporting month, in accordance with the Request Response Time associated with the SaaS Severity Level. i. Calculation. ((Total Problems – Total Problems failing Standard) / Total Problems) * 100 = Percentage Problem Response (as calculated by rounding to the second decimal point). Note: This Calculation must be completed for each SaaS Severity Level. ii. Performance Credit. 1) SaaS Severity Level 1 – 2. i) Where Percentage Problem Response is greater than 99.9%: No Performance Credit will be due to City. ii) Where Percentage Problem Response is equal to or less than 99%: City shall be due a Performance Credit in the amount of 20% of the Services Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Problem Response. 2) SaaS Severity Level 3 – 4. i) Where Percentage Problem Response is greater than 99.9%: No Performance Credit will be due to City. ii) Where Percentage Problem Response is equal to or less than 99%: City shall be due a Performance Credit in the amount of 20% of the Services Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Problem Response.