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 Standards. The parties agree to negotiate in good faith certain service level standards that, once agreed upon, will be incorporated into this Agreement subsequent to the effective date of the Agreement.
Service Level Standards. Each party shall: (i) conduct itself in accordance with service standards of no lower quality than (A) the standards applied as of the date of this Agreement with respect to the specific matters in question, and (B) those standards such party hereafter applies in its own business; and (ii) comply in all material respects with all laws, regulations and orders applicable to the conduct of the services in question. Xxxxxxx Xxxxxx Tax Service Inc. (“Xxxxxxx Xxxxxx”) Cendant Operations, Inc. (“Cendant”)
Service Level Standards. “Service Level Standards” means those standards, collectively presented as the “Service Level Standards” within the Service Specifications, setting forth measurable criteria by which the efficiency, reliability, accuracy and security of the Services can be evaluated. In approving the Service Specifications, and any future Modifications, the parties may assure that (a) Service Level Standards, which are mutually agreed upon by the Funds and the Agent with respect to particular Services, are specified and (b) for each such Service Level Standard, appropriate procedures may be described, as mutually agreed to, for measuring and testing, on a periodic basis consistent with, and no less frequently than, the Performance Reports, the performance of the Agent against the Service Level Standards.
Service Level Standards. (a) The Bank shall report to the Company monthly, in a mutually agreed upon format, the Bank’s performance under each of the SLAs set forth on Schedule 7.3. Concurrent with such reporting, if the Bank fails to meet any SLA, without limiting the consequences for SLA failures set forth on Schedule 7.3, the Bank shall (i) report to the Company the reasons for the SLA failure(s), (ii) identify the actions required to address the SLA failure(s) and share such actions with the Company. The Bank shall promptly take any action reasonably necessary to correct and prevent recurrence of such failure(s).
(b) The provisions of Schedule 7.3 shall apply in the event of a failure to meet any SLAs as set forth in Schedule 7.3.
Service Level Standards. A Task Order may include specific service level standards (including but not limited to work item delivery dates) and the service credits to be issued if the standards are not met. Citizens also reserves the right to withhold applicable payments or implement other appropriate remedies when Vendor has failed to perform as specified in this Agreement, and these Effective 5/4/2016 – Revised 9/29/2016 _ consequences for non-performance shall not be considered a penalty.
Service Level Standards.
13.1. Xxxxxxxx agrees that DOTN will be available 24/7/365 and be operational ninety-nine point seven percent (99.7%) of the time on an average Monthly basis, excluding scheduled downtimes for maintenance. Scheduled downtimes will commence when SHIFT4 has the lowest transaction-processing volume, and will be announced on the DOTN home page or alerted generally within three (3) business days before the scheduled downtime posted via social media. Downtimes will not be scheduled from 4:00 am PT to 12:00am PT on Friday, Saturday, or Sunday. SHIFT4 will make commercially reasonable efforts not to exceed thirty (30) minutes of scheduled downtime per Month, on average.
13.2. Xxxxxxxx agrees that DOTN downtimes experienced in excess of one-half of one percent (0.5%) could be experienced due to one or all of the following Third-Party Outages, measured on an average Monthly basis: Xxxxxxxx’s ISP(s); Merchant’s Credit Card Processor(s); Merchant’s MSP(s); the telecommunications provider selected by the Merchant’s Credit Card Processor(s); or any other relevant entity of which SHIFT4 has no control (“Third-Party Outage”). Xxxxxxxx further agrees that downtimes attributable to any of the above are beyond SHIFT4’s control and will not be included in calculating SHIFT4’s Monthly uptime availability. Notwithstanding the foregoing, SHIFT4 agrees that DOTN downtimes that are not attributable to the causes expressly identified in this Section 13.2 shall be included in calculating SHIFT4’s Monthly Uptime Availability.
13.3. Xxxxxxxx agrees that the average time for a credit card authorization across all Credit Card Processors will be three (3) seconds or less from the time the transaction is received at SHIFT4’s datacenter(s) until the transaction is transmitted back from SHIFT4 to Merchant (the “Average Authorization Time”). Merchant acknowledges that the Merchant’s POS/PMS system components, network, hardware implemented, or any security-related hardware or software may add time at the POS/PMS and is beyond SHIFT4’s control. This includes any security software even if supplied by SHIFT4 (i.e., 4Go, i4GO, SHIFT4’s Point to Point Encryption (P2PE) solution) as that software must reside and run on hardware and over networks over which SHIFT4 has no control.
13.4. Merchant acknowledges that the Average Authorization Time can be affected by: Merchant’s Credit Card Processor(s); Merchant’s MSP(s); problems with the cardholder’s bank; problems at the Credit Card Processing comp...
Service Level Standards. Planet Payment will operate the Planet Payment Platform 24 hours a day seven days a week and all features and products will be available.
Service Level Standards. Subject to the non-occurrence of an event of force majeure and the performance of the Fund's obligations described in this Agreement, the Company agrees that the services will be provided in accordance with the service level standards specified in APPENDIX D hereto. IBT's fees will be adjusted based upon performance based reductions as described in APPENDIX D.
Service Level Standards. (a) Bank shall comply with the individual service level standards (“Service Level Standards”) set forth in Schedule 7.16. For the avoidance of doubt, the Service Level Standards shall apply to both the Co-Brand Program and the PLCC Program.
(b) During the Term, and subject to the provisions of Section 7.16(a) and Schedule 7.16 hereto, if Bank fails to meet any of the Service Level Standards for any calendar month, Bank shall take the actions described in Schedule 7.16.
(c) If, at any time during the Term, Retailer desires to implement a promotional or other marketing event or program which is reasonably likely to result in a [***] increase in volume of calls to Bank from Cardholders and/or Retailer personnel during a given period of time (each, a “Planned Promotion”), Retailer shall provide Bank with [***] prior notice of such Planned Promotion (each, a “Planned Promotion Notice”) specifying the type and term of the Planned Promotion, together with the proposed starting date and time period during which such Planned Promotion will be in effect (as extended or shortened by Retailer following the date of the applicable Planned Promotion Notice, the “Planned Promotion Period”). Following Bank’s receipt of any Planned Promotion Notice, if Retailer desires to alter (i) the Planned Promotion in a way which is reasonably likely to increase or decrease by [***] the volume of calls to Bank from Cardholders and/or Retailer personnel during the Planned Promotion Period or (ii) the Planned Promotion Period for the applicable Planned Promotion as specified in the Planned Promotion Notice, Retailer shall notify Bank of such alteration not less than [***] to the commencement of the Planned Promotion Period. The failure of Retailer to comply with any notice obligation set forth in this Section 7.16(c) in respect of a Planned Promotion shall result, at the option of Bank, in all Cardholder and Retailer personnel calls during the applicable Planned Promotion Period being deemed “Excluded Calls” for purposes of the Service Level Standards set forth on Schedule 7.16 hereto.
(d) Notwithstanding anything to the contrary in this Agreement or Schedule 7.16 hereto, in the event Bank does not comply with any Service Level Standard due to the failure or fault of Retailer or a Retailer’s third party service provider or a third party that is not a Bank Subcontractor under this Agreement (e.g., a telecommunications carrier), such lack of compliance shall not be deemed a failure to meet...
