SERVICES QUALITY PROVISIONS Clause Samples

SERVICES QUALITY PROVISIONS. COMPANY agrees to provide professional services in accordance with all laws, rules and regulations of all governmental authorities having jurisdiction. Response Time COMPANY and PLAN agree that an Average Response Time is critical to the successful use of the information system by the Plan. COMPANY has specified the work-station configuration required to ensure the required response time and PLAN agrees to provide work-stations that meet the specification. The work-stations will be connected via an Ethernet(TM) network operating at a minimum of 10 million bits per second. COMPANY is responsible for providing appropriate server hardware, server software, and server based application software (QMACS(TM)), during the entire term of this Agreement at no additional cost to PLAN, to ensure PLAN receives response times that are better than, or equal to, the times defined below for each QMACS(TM) Module. The Average Response Time will be calculated from response time measurements taken between the hours of 9:00 A.M. and 11:00 A.M. and 2:00 P.M. and 4:00 P.M. over a period of not less than three nor more than five normal work days. PROVIDER MODULE, MEMBER MODULE, & AUTHORIZATION MODULE Response time for a Query in these modules is defined as the delay from the time of execution of the query until the display of the first data set retrieved. Response time for these three modules will be two (2) seconds or less. CLAIM MODULE On-line claim adjudication of HCFA 1500 claims with an average of three lines Response time for an on-line claim adjudication is defined as the time from execution of the adjudication until the adjudication process is complete. Average Response Time will be ten (10) seconds or less with a worst case adjudication Response Time of twenty (20) seconds.