Service Level Targets. Monthly Availability Monthly Reliability Quality of Support level
Service Level Targets. Subject to the procedures described in Tasks 4.4.2 and 4.4.3, Silver Spring will provide Service Level credits to ComEd if Silver Spring fails to meet the Service Levels specified in Attachment 6 to this SOW. If Silver Spring fails to meet more than one Service Level in a single measurement period, the sum of the corresponding Service Level credits will be credited to ComEd; provided however that in no event will the total amount of Service Level credits in a single month exceed ***. Notwithstanding the foregoing, if a single event gives rise to a Service Level credit as measured by more than one Service Level metric under this Task 4.4, ComEd will be entitled only to the highest applicable Service Level credit attributable to that event across all of those metrics. ***.***.
Service Level Targets. (a) Service Credits will be paid for each Xxxxx 0 and Level 2 error not resolve in ***** business days (or as mutually agreed if longer than ***** business days)
(b) For each Xxxxx 0 not met Sabre pays Customer a Service Credit equal to ***** of the monthly committed RPB fee on the next months invoice
(c) For each Level 2 not met Sabre pays Customer a Service Credit equal to ***** of the monthly committed RPB fee based on the next month invoice
(d) Service Credits capped at a maximum of ***** of the RPB expense on any one month invoice
(e) In any one calendar month if the Service Credit due Customer meets or exceeds ***** of the RPB expense on the applicable month’s invoice Sabre will be deemed as Service Level Default for that month
Service Level Targets. Access Alto will use all reasonable efforts to ensure that Service is available for 100% of each calendar month. The Service will be deemed unavailable if it cannot be reached from a functioning Internet Connection. Any instances of unavailability shall have to be ratified by the Access Alto monitoring system. The Access Alto Service shall not be deemed unavailable (without limitation) in the event of any of the following:
2.1.1 Periods of scheduled maintenance of which the Client has been notified.
2.1.2 Failure of the Client or End User connection to the Access Alto Network (e.g. via the public internet or the Client’s own network, or any 3rd party telecommunications tail circuits);
2.1.3 Malfunction of Client’s or End User’s own computingsystems;
Service Level Targets. In addition to the Service Level Commitments provided above, Sabre will endeavor to meet the following Service Level Targets:
(a) The “Response Time” is the period measured from the time a request is received by the System at Sabre’s data processing center and the time a response is provided by the System at Sabre’s data processing center. If Sabre’s average Response Time during a monthly period persistently falls below ***** after excluding complex fare shopping transactions (e.g., searches involving multiple routing and/or days for travel), then notwithstanding anything herein to the contrary, Customer shall have the right to terminate this Work Order for cause pursuant to Section 2(b) of the Agreement. For purposes of this section, a “persistent failure” of Sabre to meet the ***** Response Time as described above shall mean (i) Sabre’s failure to meet such Response Time for ***** consecutive months, or (ii) Sabre’s failure to meet such Response Time for ***** months in any ***** month period.
(b) In the case that Customer reports a Xxxxx 0 Xxxxx, Xxxxx and Customer must mutually agree to modify the Level reported by Customer. Once both parties mutually consent the change of Level, Sabre must notify Customer in writing the reason of such change.
(c) The target response and remediation times for Level 1 and 2 Errors (as described in Section 8 of Appendix G) after an Error has been logged is as follows: Severity Level Source Acknowledgement Engagement (2nd and 3rd level) after acknowledgement Customer Update Frequency Restore* Remediation** Escalation */** see definitions in Appendix J
Service Level Targets. Notwithstanding the above, Customer shall have the right to terminate this Agreement for cause upon written notice to Sabre (and without the provision of a cure period) in the event that the Service Credits for Service Level Targets paid to Customer exceeds ***** percent (i) for any ***** consecutive months, or (ii) for any ***** months in any ***** month period.
(a) Customer then has ***** days from the point in time that Sabre is deemed in Default of the Service Level to notify Sabre that it will terminate the agreement.
(b) Customer then will migrate-off of the System at least ***** days after this notification date
(c) Customer will provide Sabre at least ***** days advance notification of the date it will migrate off the System Customer Specific Deliverables will be mutually agreed upon by the parties in and defined in the Project Definition Document. Any subsequent Customer Specific Deliverables will be mutually agreed upon by the parties through the Change Request process. Sabre will deliver to Customer the following Customer Specific Deliverables:
(a) Interface Deliverables as will be defined in the PDD
(b) Sabre Roadshow
(c) eCommerce Workshop
(d) Work with Customer to define Critical Business Process for clarity related to the Service Level Agreement Sabre will be responsible for ensuring compliance with Mexican government regulations
(a) Registro Federal de Causantes (RFC)
(b) Tax requirements
(c) Financial Sector mandates (Mexican credit cards may not be charged in USD; Authorization of credit cards (PROSA)
(d) Mexican aviation industry requirements
(e) Local and Federal government mandate
Service Level Targets. The DISTRIBUTOR will respond within the time specified given by the priority allocation. The CUSTOMER will issue reports as and when required to the DISTRIBUTOR unit manager for the purpose of gauging DISTRIBUTOR performance.
Service Level Targets. 2.1 Zen Systems have no control over the speed, performance or availability of the wider Internet. No guarantees are made or implied for the quality of Internet calls before they reach Zen Systems’ broadband network due to variants in ADSL connection speeds and stability and distance from the BT telephone exchange local to the Site.
2.2 Availability target: 99.9%
Service Level Targets. 5.1.1 For Incident Resolution the Service Level Targets apply to all the Services provided to the Contracting Body under the Contract. Therefore, the Incident Resolution Service Level Targets are unlike the Service Level Targets for the other Service Criteria (Availability, Quality and Provisioning) which are applicable to a specific Service only.
5.1.2 The Service Level Target is expressed as a percentage of Incidents to be Resolved within the Maximum Incident Resolution Times, or the maximum number of Incidents that can be Resolved in a time in excess of the Maximum Incident Resolution Times, as follows: 39 or fewer No more than 2 Incidents Resolved in excess of the Maximum Incident Resolution Times 40 and more 95% Resolved within the Maximum Incident Resolution Times
Service Level Targets. Service Level Targets The Performance of Service Desk support is measured by how quickly we respond to and resolve in scope incidents and service requests against the priority of tickets. Response & Resolution Times There are two metrics for measuring how quickly we respond to and resolve tickets : Response Time This is the elapsed time from the time the ticket is opened to the time we start to work on it. Resolution Time This is the elapsed time from the time the ticket is opened to the time the ticket is completed. All elapsed times are measured according to our standard business hours, 8:00am-5:30pm, 5 days per week, excluding national public holidays. They also allow for waiting time when, for instance, the resolution of the ticket is waiting on third parties, parts or your staff. Ticket Priority Priorities are based on the urgency (severity) of a service ticket and its impact on your business operations.
