Service Metrics. PatWorld will collect web traffic data and other metrics regarding Customer’s use of PatWorld Database Service and use the data solely for the purposes of performing PatWorld’s obligations and enforcing PatWorld’s rights under this Agreement, including calculating Fees payable for PatWorld Database Service (if fees are based upon traffic data or other metrics). PatWorld may in its discretion use and disclose Aggregated Data to monitor and improve the quality and performance of PatWorld Database Service and other purposes as PatWorld considers appropriate. In this Agreement, “Aggregated Data” means anonymous, de-personalized, aggregated web traffic data and other metrics regarding use of PatWorld Database Service that do not reference or identify, and cannot be used to identify, Customer or any client of Customer.
Service Metrics. Table 2 shows the CGI Advantage360 Service Metrics with their associated Minimum Service Levels and Service Penalties. Application Metric Application Availability Availability Percentage Less than Minimum Service Level results in 5% credit on 1/12 of the annual Subscription Fee. Consecutive monthly miss results in 10% credit on Subscription Fee until metric is met. 99% availability based on relevant Hours of Availability in Customer’s time zone M-F Commitment to be met 100% of the time Issue Resolution Time Metrics Workaround or Resolution: 10 Business Hours (1) Critical Issue Severity Less than Minimum Service Level results in 5% credit on 1/12 of the annual Subscription Fee. Consecutive monthly miss results in 10% credit on Subscription Fee until metric is met. Commitment to be met for 100% of Critical Issues Serious Issue Severity Less than Minimum Service Level results in 5% credit on 1/12 of the annual Subscription Fee. Consecutive monthly miss results in 10% credit on Subscription Fee until metric is met. Workaround or Resolution: 72 Business Hours (1) Commitment to be met for 90% of Serious Issues CGI will address any Issue that is related to performance with transaction or query response times the client deems unacceptable for the CGI System. The Severity for each performance Issue will be aligned to the business impact it is causing. The Minimum Service Level and Service Penalty will be the same as the Issue Resolution Minimum Service Level as defined. Recovery Time Objective (RTO) N/A Less than Minimum Service Level results in 25% credit on 1/12 of the annual Subscription Fee. Within 12 Clock Hours of a declaration of disaster Recovery Point Objective (RPO) N/A Less than Minimum Service Level results in 25% credit on 1/12 of the annual Subscription Fee. No greater than 1 Business Day loss of data
Service Metrics. The following Key Performance Indicators (KPIs) are to be included in the monthly report. Incident Resolution within SLA Percentage of Service Desks calls resolved within SLA (by priority level) 95% Service Availability Uptime (excluding scheduled maintenance) 99.9%
1.1 Implementation Fees
Service Metrics. Davox Metrics Targeted Response Time (All Categories) [CHART APPEARS HERE] -------------------------------------------------------------------------------- N-3 Davox Metrics Targeted Response Time (8hr Performance) [CHART APPEARS HERE] Davox Metrics Targeted Response Time (4hr Performance) [CHART APPEARS HERE] -------------------------------------------------------------------------------- N-4 Davox Metrics Time to Repair (Remedial) [CHART APPEARS HERE] Davox Metrics Remedial Response Time (Best Effort Performance) [CHART APPEARS HERE] -------------------------------------------------------------------------------- N-5 Davox Metrics Events Opened/Closed (All Categories) [CHART APPEARS HERE] Davox Metrics First Call Fix (All Categories [CHART APPEARS HERE] -------------------------------------------------------------------------------- N-6 Davox Metrics Service Call Resolution (All Categories) Davox Metrics Down Time Report (Remedial) [CHART APPEARS HERE] -------------------------------------------------------------------------------- N-7 EXHIBIT O [LOGO OF DAVOX CORPORATION] -------------------------------------------------------------------------------- GSSC INSTALLATION EVALUTION FORM Customer Name and Address: GSSC Engineer: DAVOX(R) SIM: __________________________ ____________________ _____________________ Site Code: Install Date: __________________________ ____________________ _____________________
1. Was the GSSC Engineer on-site in the specified time frame for the installation? Yes No If no, please explain: ______________________________________________________________________________________________________
2. Did the GSSC Engineer provide a voice to voice hand-off of the installation to you? Yes No If no, please explain: ______________________________________________________________________________________________________
3. Did the GSSC Engineer properly complete and provide the Physical Layer Install Checklist and Inventory form to you? Yes No If no, please explain: ______________________________________________________________________________________________________
4. From your testing, was the system installed, tested, and functional per the Physical Layer Install Checklist and Inventory form? Yes No If no, please explain: ______________________________________________________________________________________________________
5. Were any issues or delays with the installation communicated to you prior to the GSSC Engineer leaving the site? Yes ...
Service Metrics. ReliaQuest shall be entitled to collect, compile, analyze and otherwise use and exploit (i) statistical data related to the use of and participation in ReliaQuest Platform and (ii) other data that qualifies as De-Identified Data (collectively “Service Metrics”). The term “De-identified Data” means information that meets each of the following criteria: the information (i) does not identify a particular natural person; (ii) does not identify, by network Internet Protocol address, raw hardware serial number, or raw MAC address, a particular device or computer associated with or used by a person; (iii) does not identify the Customer; and (iv) is not reasonably linkable to a particular natural person due to technical, legal, or other controls. No compensation will be paid by ReliaQuest with respect to its use of the Service Metrics.
Service Metrics. Service Parameters Performance Metrics
Service Metrics. Table III – describes the general service metrics for system faults or system upgrades. The fault level is associated with a field in the XxxXxxxx.xxx Trouble Tracking System (ATTS) that allows the user to associate a specific fault level with the problem being reported. The default setting in the ATTS is Level 3 and can be changed if needed. This additional information will enable the customer and the customer support group to track severity of, the status of resolution efforts and the associated response time. A Key Performance Indicator (KPI) identifies an objective for the customer support group to achieve and is used by ERA for continuous process improvement. Table III Service Metrics for XxxXxxxx.xxx Fault Level Description of Fault Required Response Time SLA Level 1 Fault resulting in or Causing loss or Corruption of data Response within 5 business hours; Remediation plan communicated to JWA within 1 working day; data capture effected within 3 95% working days; return to service within 5 working days. Response confirming data still
Service Metrics. Table III – describes the general service metrics for system faults or system upgrades. The fault level is associated with a field in the XxxXxxxx.xxx Trouble Tracking System (ATTS) that allows the user to associate a specific fault level with the problem being reported. The default setting in the ATTS is Level 3 and can be changed if needed. This additional information will enable the customer and the customer support group to track severity of, the status of resolution efforts and the associated response time. A Key Performance Indicator (KPI) identifies an objective for the customer support group to achieve and is used by ERA for continuous process improvement. Table III Service Metrics for XxxXxxxx.xxx Fault Level Description of Fault Required Response Time SLA Level 1 Fault resulting in or Causing loss or Corruption of data Response within 5 business hours; Remediation plan communicated to JWA within 1 working day; data capture effected within 3 working days; return to service within 5 working days. 95% Level 2 System/data not accessible but data still being stored. Response confirming data still being collected within 1 working day; response providing corrective action plan within 2 working days; return to service within 3 working days. 90% Level 3 Loss of functionality Response providing corrective action plan within two working days; return to service within 5 working days. 90% Level 4 Minor faults that do not affect day to day use of the system. Next release 100%
Service Metrics. The following metrics will be established and maintained by the IT organization to ensure optimal service provision to the business unit: Service Request Initial Response Time Initial response to client-initiated request. Response may include notification of assignment to an agent or clarifying question sent back to the client 90% responded to within one business hour of request. Service Request Resolution time FASS IT resolution times by due date 90% compliance within 1 business day of calculated or negotiated due date. Customer Satisfaction Overall measure of customer satisfaction with this service across Incident and Requests Avg. 4.0 or higher (on 5 point scale) as indicated on the Annual FASS Customer Survey
Service Metrics. The purpose of this section is to document specific metrics or Key Performance Indicators (KPI) using used to measure service quality. Service measurements are discrete metrics used to ensure an acceptable level of quality is provided and maintained and to make certain the service provider knows, understands and reports on the agreed upon service metrics. Measurements can be defined in terms of service availability (i.e. uptime), service performance (i.e. throughput, response time) and service quality (i.e. number of unscheduled outages, customer stratification surveys, etc). Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring, measurement and reporting of in-scope services and related components.
