Service Levels and Metrics Sample Clauses

Service Levels and Metrics. Service Availability Description The service availability measurement is used to determine the availability of the Cloud Service. Measure Time Period – Scheduled Downtime – Unscheduled Downtime x 100 Time Period – Scheduled Downtime SLA Target 99.5% Frequency To be measured over a calendar month and to 2 decimal places.
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Service Levels and Metrics. All Services will be performed on a third party contractor basis, with decisions being made by the Buyer. All approvals or signatures of BSC are recommendations only. All Services set forth on this Schedule will be performed in accordance with BSC’s policies, procedures and work instructions, including any metrics established in such procedures. BSC is not responsible for compliance with any of the policies, procedures or practices of the Buyer. Duration of services: BSC will provide the Services described under “Post-Market Services” and “Medical Safety Surveillance Services” for a period of up to three (3) months from the Closing Date. BSC will provide the Services described under “Clinical Trials” for a period of three (3) months from the Closing Date. Cost of service: $13,000 per month. The cost of the Services described under “Medical Safety Surveillance Services” will be passed through to the Buyer at the fully burdened cost of provision. In the event that additional software licenses must be acquired in order for the Buyer to receive the Services described in this Schedule, then the Buyer shall pay any and all costs associated with the acquisition and maintenance of such licenses. Owner Acknowledgement: Parent Owner Signature: /s/ Xxxxxx X. Xxxxxxxx Owner Name: Xxxxxx X. Xxxxxxxx Date: 7/20/12 Phone: 000-000-0000 Email: Buyer Owner Signature: /s/ Xxxxxxxxx X. Xxxxxx Owner Name: Xxxxxxxxx X. Xxxxxx Date: Phone: Email: Schedule 2 Functional Group and TSA Schedule No.: Service Provider: BSC Service Purchaser: Buyer Description of service(s) provided: Complaint Handling & Investigation including: • Manage Complaint file through GCS2 • Perform follow up with complaint reporter (i.e. Good Faith Attempts) • MDR reportability assessment and reporting • Complaint trending • Facilitate the return of Complaint products • Issue Return Goods Authorization (RGA) Numbers • Process credits and/or replacement product to customers for returned products • Provide complaint information and metrics to Buyer upon termination of TSA and upon request to support audit, FDA interactions, supplier control activities, and field actions. Management Review of complaint data, Corrective & Preventive Action escalation including Field Action assessment in accordance with BSC policies and procedures Buyer Responsibilities: Buyer will be responsible for all other aspects of the Complaint Handling Process not listed in this TSA Schedule, including without limitation: • Coordination an...
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Service Levels and Metrics. Services will be provided in accordance with BSC’s current policies, procedures, processes and practices. The clinical applications supported under this Schedule are Class B applications. Class B applications have 93.0% uptime. The complaint applications supported under this Schedule are Class A applications. Class A applications have 98.0% uptime.
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Related to Service Levels and Metrics

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • 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 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.

  • Performance Reporting The State of California is required to submit the following financial reports to FEMA:

  • Performance Standards The Contractor agrees to perform all tasks and provide deliverables as set forth in the Contract. The Department and the Customer will be entitled at all times, upon request, to be advised as to the status of work being done by the Contractor and of the details thereof.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • 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.

  • Performance Metrics In the event Grantee fails to timely achieve the following performance metrics (the “Performance Metrics”), then in accordance with Section 8.4 below Grantee shall upon written demand by Triumph repay to Triumph all portions of Grant theretofore funded to and received by Grantee:

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