SERVICE LEVELS DEFINITION & TARGETS Sample Clauses

SERVICE LEVELS DEFINITION & TARGETS. (1) KEY PERFORMANCE INDICATORS - Number of calls taken/month; - Call abandon rate; - First call resolution rate; and - Number of tickets closed/month.
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SERVICE LEVELS DEFINITION & TARGETS. The Service Levels for these Services (excluding Project Services) are set out below. Service Levels relating to Project Services are set out in Section 11 of this Schedule (Project Services). References to "SERVICE AVAILABILITY" are to the period of time during each calendar month in which the relevant services are available for productive use by the Marconi Group, excluding: - circumstances in which the Supplier is discharged from providing the Services pursuant to Clause 3.1(2) of the Agreement; and - planned outages (such as scheduled maintenance and scheduled upgrades), expressed as a percentage of the overall time potentially available during that calendar month.
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SERVICE LEVELS DEFINITION & TARGETS. The Service Levels for the Project Services are set out below. References to time periods below commence from receipt of a validly completed and duly authorised request for the relevant Project. These Service Levels shall be measured on an annual basis. SERVICE LINES MEASURE PERFORMANCE ----------------------------------------------------------------- PROJECT SLA ----------------------------------------------------------------- Pm1 Project Evaluation [***] Report (Small Enhancements) Pm2 Project Evaluation [***] Report (Other Enhancements) SCHEDULE 1 - SERVICE LEVEL AGREEMENT CONFIDENTIAL TREATMENT REQUESTED BY MARCONI CORPORATION PLC SERVICE LINES MEASURE PERFORMANCE ----------------------------------------------------------------- Pm3 Project Evaluation [***] Report (Tactical Projects) Pm4 Project Evaluation [***] Report (Strategic Projects) Pm5 Tactical Projects [***] completed within agreed timeframe (as specified in Schedule of Work). Pm6 Strategic Projects [***] completed within agreed timeframe (as specified in Schedule of Work) Pm7 Small enhancements [***] completed within agreed timeframe (as specified in Schedule of Work). Pm8 Major enhancements [***] completed within agreed timeframe (as specified in Schedule of Work). SCHEDULE 1 - SERVICE LEVEL AGREEMENT CONFIDENTIAL TREATMENT REQUESTED BY MARCONI CORPORATION PLC 12. DISASTER RECOVERY SERVICES
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SERVICE LEVELS DEFINITION & TARGETS. The Service Levels for these Services are set out below. Service Levels relating to Project based Application Services are set out in Section 11 of this Schedule (Project Services). References to time periods below commence from receipt of a validly completed and duly authorised request for the relevant Service (unless otherwise stated).
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SERVICE LEVELS DEFINITION & TARGETS. Service Levels for the Application Development Services are set out in Section 11 of this Schedule (Project Services). SCHEDULE 1 - SERVICE LEVEL AGREEMENT
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SERVICE LEVELS DEFINITION & TARGETS. The Service Levels for the Disaster Recovery Services are set out below.
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SERVICE LEVELS DEFINITION & TARGETS. As specified the IKON Contracts or otherwise agreed between the Parties from time to time. SCHEDULE 1 - SERVICE LEVEL AGREEMENT APPENDIX A TO SERVICE LEVEL AGREEMENT LIST OF "IN-SCOPE" MARCONI GROUP SITES In the following tables of this Appendix, the following legend shall apply in relation to the column headed "Services not Required at Site":
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Related to SERVICE LEVELS DEFINITION & TARGETS

  • Service Levels (1) DTI shall perform the Services in accordance with the service levels (the "Service Levels") as may be agreed to from time to time in writing by DTI and the Funds (the "Service Level Agreement"). Failure to perform in a manner which equals or exceeds the Service Levels shall result in fee credits ("Fee Credits") or the Funds' right to terminate this Agreement, as set forth in the Service Level Agreement.

  • Service Level Service Provider will classify incidents at its own discretion. Such classifications shall be consistent with the priorities Service Provider set for itself as a recipient of services. Incidents classified using this methodology will be triaged as documented in Attachment A.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • 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.

  • Specific Definitions The following terms used in this Agreement shall have the following meanings:

  • 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 Providing Methodology 1.3.1 Party A and Party B agree that during the term of this Agreement, where necessary, Party B may enter into further service agreements with Party A or any other party designated by Party A, which shall provide the specific contents, manner, personnel, and fees for the specific services.

  • Definitions and Basic Provisions The following definitions and basic provisions shall be used in conjunction with and limited by the reference thereto in the provisions of this lease:

  • Revised Definitions For purposes of this Agreement, and notwithstanding anything in Paragraph 2 of the SIFMA Master to the contrary, the following terms shall have the following amended and restated meanings:

  • Key Definitions As used herein, the following terms shall have the following respective meanings:

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