Service Measurement. 2.1 Monitoring – Kivuto will provide twenty-four (24) hours per day, seven (7) days per week, three hundred and sixty-five (365) days per year internal and external monitoring of the Kivuto Services to ensure this service level and support is maintained. In the event of an issue, these internal and external monitoring systems will automatically contact the necessary support staff and technical resources when any system errors are identified.
2.2 Issues relating to any down time or a down time period can be addressed by contact Kivuto’s Technical Assistance Center (TAC) which is available for all customer support requests twenty-four (24) hours per day, seven (7) days per week, three hundred and sixty-five (365) days per year. A case will be opened upon receipt of the request or identification of the issue and a Kivuto representative will contract the Customer to provide status of the issue.
Service Measurement. Liquid Waste Receipt services are provided on demand within forecasted levels. Transfer volumes are measured for each transfer and reported by SRNS in a summary report to SRR on a monthly basis. Transfer volume is measured by SRNS is based on the volume transferred from their collection tanks or sumps into the Process Sewer. SRNS will report volumes transferred to the Process Sewer to SRR on a monthly basis. Allocated Volume: 1,000,000 gallons per fiscal year
Service Measurement. 4.3.1 Tier 1 Support: • Telephone Support: 9:00 A.M. to 4:00 P.M. (GMT +8) Monday – Friday (The time excludes Malaysia & Selangor Public Holidays) High Performance: Picked up and solved by an expert personnel Low Performance: Picked up but was not attended by an expert personnel Breach: Not picked up nor solved • Email Support: 24/7, Response within 4 hours, after the TimeTec server receives the email. High performance: Received reply in less than one hour Low performance: Received reply between 1 – 4 hours Breach: Received reply after 4 hours • Live Chat Support: 24/7, Response almost immedi- ately High performance: Responded immediately Low performance: Responded within 1- 4 hours Breach: Responded after 4 hours • Skype Support: 24/7, Response almost immediately High performance: Responded immediately Low performance: Responded within 1- 4 hours Breach: Responded after 4 hours • Teamviewer Support: 24/7, Response based on agreeable scheduled appointment between TimeTec and the Customer. High Performance: Problem solved after Teamviewer session. Poor Performance: Problem only solved two days after the Teamviewer session. Breach: Problem not solved more than two days after the Teamviewer session.
4.3.2 Tier 2 Support: • System Diagnostic and Testing: TimeTec will complete the system diagnostic and testing within two working days if the reported problem require it to be carried out. High Performance: Problem solved in less than 1 day Poor Performance: Problem solved within 1-2 days Breach: Problem solved or not solved more than 2 days
4.3.3 Tier 3 Support: Bug Fixing: Estimated delivery date is based on TimeTec R&D schedule. • High performance: Bug fixed is completed on schedule Poor performance: Bug fixed is completed 1 week after schedule Breach: Bug fixed is completed more than 1 month after schedule System Customization: Estimated delivery date is based on the agreed customization details and R&D schedule. TimeTec, at its discretion, has the rights to reject any customization requests that are not in line with the product development. • High performance: Customization request fulfilled on schedule Poor performance: Customization request fulfilled one month after schedule Breach: Customization request fulfilled within 3 months after the schedule or not delivered at all.
Service Measurement. 1 Availability Based Service Elements
1.1. The Service Provider shall commit to service availability levels on the following key elements:
a) The electrical power to any bus bar in the Service Provider’s Premises to which Customer provided Hardware is connected and the temperature, humidity and dew point within the Service Provider’s Premises being maintained within the ASHRAE Class 1 guidelines (collectively the “Hosting Services”). For the avoidance of doubt, PDU output circuit breakers and the Hardware side power cabling are excluded from measurement of this element;
b) The networking services provisioned as a Shared Service by the Service Provider at the Service Provider’s Premises as described in the Service Definition including as applicable; (i) Internet bandwidth, (ii) connectivity with the Customer’s wide area network; (iii) connectivity between the Service Provider’s Premises for data and other replication purposes, and/or core infrastructure in the Service Provider’s Premises to which the Customer Environment is connected or needs to use in order to receive the Services including Service Provider provisioned and managed firewalls, patching units, switches and interconnecting cabling (collectively the “Network Services”);
c) The connectivity services provisioned by a third party on behalf of the Service Provider at the Service Provider’s Premises and dedicated to the Customer as described in the Service Definition, including as applicable; (i) Internet bandwidth, (ii) connectivity with the Customer’s wide area network; and (iii) connectivity between the Service Provider’s Premises for data and other replication purposes (collectively the “Connectivity Services”);
d) The availability of individual appliances, physical servers, storage platforms, logical partitions (“LPAR”), and virtual servers relating to any AIX platforms comprising the Services (or part thereof) (collectively the “AIX Infrastructure”) for use by the Customer’s business, users and/or applications and where managed by the Service Provider;
e) The availability of individual appliances, physical servers, storage platforms, logical partitions (“LPAR”), and virtual servers relating to any iSeries platforms comprising the Services (or part thereof) (collectively the “iSeries Infrastructure”) for use by the Customer’s business, users and/or applications and where managed by the Service Provider;
f) The availability of individual appliances, physical servers, storage platforms, logical p...
Service Measurement. Periodic meetings will be held with SRR to review the service levels provided and any discussion of performance issues.
Service Measurement. Approval of standard access Roles will be reviewed and approved by SRNS Procurement-SCM within seven (7) business days, then submitted to SRNS IT for application. Emergency or priority requests will be reviewed by SRNS and SRR Points of Contact (POCs) to determine expediting procedures.
Service Measurement. Service measurement will be an average of three (3) business days from time of receipt acceptance or stores order fulfillment, barring any protracted circumstances.
Service Measurement. 19 4.8.1 Service Quantity 20
Service Measurement. Liquid Waste Receipt services are provided on demand within forecasted levels. Transfer volumes are measured for each transfer and reported by SRNS in a summary report to SRR on a monthly basis. Transfer volume is measured by volume transferred from the sending facility’s tank plus any flush water added. Allocated Consumption: SRNS is allocated sufficient tank space to transfer HLW to the tank farms as designated in this document to support H-Canyon operations through its forecasted operational closure date as provided in the latest revision of the “Nuclear Materials Planning Roadmap”, document number SRNL-RP-2013-00725 . SRNS will provide sufficient sample volumes of the HLW to SRR to support glass formulation/sludge batch qualification activities when requested.
Service Measurement. Liquid Waste Receipt services are provided on demand within forecasted levels. Transfer volumes from the Tritium Facilities cannot be measured but are estimated and logged and reported by Tritium in a summary report to SRR on an annual basis. Only an annual report is necessary due the very low volumes of waste sent through the process sewer to ETP. Those volumes are estimated to be < 0.5% of the total receipts by ETP. Transfer volume estimated by SRNS in Tritium is based on log keeping entries made by laboratory personnel of laboratory wastes that are directly discarded into the Process Sewer. SRNS will report estimated volumes transferred to the Process Sewer to SRR on an annual basis. Allocated Volume: 15,000 gallons per fiscal year
