Common use of Service Levels/Service Credits Clause in Contracts

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Contract Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Contract Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Contract Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 of the Call Off Contract Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 (Service Levels and Service Credits) and Part A of Call Off Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 in respect of the Supplier’s Suppliers total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Contract Schedule 1 (Definitions). see Clause 13.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Contract Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 16.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 16.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 16 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 48.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 16.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 15.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 15.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 15 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 39.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 15.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 15.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 15.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 15 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 38.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 15.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 15.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 15.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 15 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 47.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 15.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer Contracting Authority periodic reviews of Service Levels (Clause 13.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 13. (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of to Part A (Service Levels and Service Credits Table) of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 (Financial Limits) in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 In (Service Levels and Service Credits) in respect of the CustomerContracting Authority’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 16.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 16.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 16 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 51.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 16.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 15.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 15.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 15 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 39.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).financial

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 16.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 16.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 16 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 45.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 16.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Contract Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Contract Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Contract Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 16.7.1 of the Call Off Contract Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 16.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 16 (Service Levels and Service Credits) and Part A of Call Off Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 46.2.1 in respect of the Supplier’s Suppliers total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Contract Schedule 1 (Definitions). see Clause 13.7.1 16.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Contract Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Lease Agreement Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Lease Agreement Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Lease Agreement Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Lease Agreement Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Lease Agreement Schedule 1 (Definitions), the applicable percentage of Call Off Contract Lease Agreement Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 16.7.1 of the Call Off Lease Agreement Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 16.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 16 (Service Levels and Service Credits) and Part A of Call Off Lease Agreement Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Lease Agreement Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 45.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Lease Agreement Charges that should apply to the definition of Service Credit Cap in Call Off Lease Agreement Schedule 1 (Definitions). see Clause 13.7.1 16.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Lease Agreement Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 16.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 16.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 16 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 49.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 16.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer Contracting Authority periodic reviews of Service Levels (Clause 13.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of to Part A (Service Levels and Service Credits Table) of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 (Financial Limits) in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 In (Service Levels and Service Credits) in respect of the CustomerContracting Authority’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 18.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 18.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 18. (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 41.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 18.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).

Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Annex 1 Part A: Service Levels, as may be varied in respect of any Call Off Extension Period. Where any Service Credit set out in Call Off Schedule 6 Annex 1 Part A (Service Levels and Service Credits Table), as amended from time to time, is expressed to come into force on a date after the Call Off Commencement Date. Until the date the Service Credit comes into force, the metrics in the Service Levels and Service Credits Table will be treated as Key Performance MonitoringIndicators that the Supplier is obliged to report on. The Parties acknowledge that the Service Credits set out in Call Off Schedule 6 Annex 1 Part A (Service Levels and Service Credits Table) are likely to require calibration using data that will not be available until after the Call Off Commencement Date and have therefore agreed to delay the application of the Service Credits as set out above. The Parties shall, acting in good faith, use all reasonable endevours to develop and agree within ninety (90) days of the Call Off Commencement Date appropriate revised Service Credits for this Call Off Contract (which shall replace the existing Service Credits)] . The Supplier shall not unreasonably withhold or delay its agreement to any revised Service Credits regieme proposed by the Customer. For the avoidance of doubt, in the absence of agreement, the existing Service Credits shall apply. In developing and agreeing appropriate revised Service Credits, the Parties shall endeavour to agree: • which of the metrics in the Service Levels and Service Credits table will be treated as a Service Level Agreement with an accompanying Service Credit; • which of the in the Service Levels and Service Credits Table metrics will be treated as a Key Performance Indicator (and for the avoidance of doubt no Service Credits will be applied to such Key Performance Indicators); • the associated Service Credit for each Service Level; • the start date from which each Service Credit will become effective; and • the basis on which Service Credits shall be calculated and applied. Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) The service credit cap shall be 5% of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 monthly Call Off Contract Charges shall be [ ]%] [For payable to the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer Customer periodic reviews of Service Levels (Clause 13.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).