SERVICE LEVELS AND PERFORMANCE. The Authority will measure the quality of the Supplier’s delivery by:
SERVICE LEVELS AND PERFORMANCE. 7.1 The Authority will measure the quality of the Supplier’s delivery by:
SERVICE LEVELS AND PERFORMANCE. 6.1 The Authority will measure the quality of the Supplier’s delivery by:
6.1.1 Vehicles must be delivered as soon as possible but no later than 31st January 2014
SERVICE LEVELS AND PERFORMANCE. 48.1 The Authority will measure the quality of the Supplier’s delivery by:
48.1.1 Delivery against agreed timeline;
SERVICE LEVELS AND PERFORMANCE. The Key Performance Indicators (KPIs) that all Providers are required to meet are described at Part B to this Schedule 2.
SERVICE LEVELS AND PERFORMANCE. 6.1 The Authority will measure the quality of the contractor’ss delivery by:
6.1.1 Compliance with the specification and delivery within agreed timescales.
6.1.2 Adherence with agreed SLA’s for maintenance and repair services
SERVICE LEVELS AND PERFORMANCE. 1The Contracting Authority will measure the quality of the Supplier’s delivery by the following Service Level Agreements Notification by email to Recipient candidates detailing the process and support available at each of the assessment stages. 100% compliance required Notification to the Contracting Authority’s Health Work & Wellbeing (HWW) Team of Recipient candidates’ suitability for the posting with 2 Working Days of initial assessment. 100% compliance required Provision of pre-posting support information pack within 1 Week of resilience intervention. 95% compliance required Concerns about a Recipient to be raised with HWW Team within 2 Working Days 95% compliance required Recommendation to HWW Team for counselling if required within 2 Working Days of consultation with Recipient 95% compliance required Response to emails (from Recipient or HWW Team) within 2 Working Days of receipt 100% compliance required Complaints from Recipients the Contracting Authority acknowledged within 2 Working Days of receipt. 100% compliance required Complaints from Recipients/the Contracting Authority to be fully resolved within 10 Working Days of receipt 95% compliance required Monthly Management Information (MI) reports on compliance rates, actions and general trends to be received on time by the Contracting Authority throughout the duration of the Contract 100% compliance required
SERVICE LEVELS AND PERFORMANCE. 6.1. The Authority will measure the quality of the Supplier’s delivery by: The supplier will deliver and install all equipment within 3 weeks of the order being placed. 98% of equipment sent for repair returned within 2 weeks. Base stations are to be available for use at all times. Where a base station fails in service it shall be repaired or replaced within 24 hours. 98% of telephone queries concluded successfully within 24 hours.
SERVICE LEVELS AND PERFORMANCE. 15.1. The Customer will measure the quality of the Supplier’s delivery by enforcing the Service Level Agreements (SLA’s) detailed in Annex 2 of Attachment 3.
15.2. The Supplier shall adhere to all mechanisms for remedies of poor performance such as service credits in accordance with the processes agreed in the PSTVS Commercial Agreement Schedule 3-Service Levels.
15.3. Failure to meet any Service Level for two consecutive months will require a Rectification Plan being produced and shared with the Authority and/or the Customer and implemented after month two (2).
15.4. Failure to meet any target for three (3) months in a row, will require a performance meeting with the Authority and/or the Customer at senior level.
SERVICE LEVELS AND PERFORMANCE. 6.1 The Authority will measure the quality of the Supplier’s delivery by:
6.1.1 Quarterly reviews as required by HM Passport Office.
6.1.2 Per site: MI to cover maintenance call outs, repairs, spare parts and consumables will be provided by the supplier without charge to HM Passport Office.
