TARGET SERVICE LEVELS. Average speed of answer is fifteen (15) seconds, abandon rate of no more than 2%, and an overall service level of 85%. The averages will be calculated on a weekly basis.
TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds will aim to deal with these issues within the Target Response Times below. Response Time means the time from receipt of the request by the Facilities Team until an initial inspection and, where appropriate, temporary repair has been completed. In some cases an ‘initial inspection’ can be carried out by discussion with the customer without a site visit. Completion Time means the time from receipt of the fault report by the Facilities Team until a long term repair or partial/complete replacement has been carried out. Working Hours means hours which are within the Core Working Hours (8.00am and 4.00pm Monday to Friday), and Working Days is construed accordingly. Target Response Times Priority Response Time Examples Priority 1 - Emergency Action work - immediate response Attend site - within 1 hour (normal working hours*) Attend site - within 2 hours (other times, this could be carried out by a sub- contractor) A request is deemed an emergency where a person’s safety or building structures are in danger, such as: • Tree’s falling on roads/footpaths • Tree’s falling on buildings • Clearing of footpaths in severe snow conditions or icy weather • Flooding Priority 2 – Urgent Attend site - within 2 hours (normal working hours*) Attend site - within 6 hours Examples of requests deemed urgent could be :- (other times, this will be carried out usually by a sub- contractor) • General access requests (clearing blocked entrances/exits) • Event requirements (grass cutting) • Road/footpath closures • Clearing of non-priority areas for Snow/Ice (i.e. Halls) • Securing boundary fences Priority 3 - Attend site - within 24 Examples of requests deemed non- Non Urgent working hours urgent could be:- Work Completed – within 3 days • Grass Cutting • Overgrown shrubbery preventing access for contractors • Overhanging branches • Requests from community users of sports facilities including requests from sports centre. • Planting • General public requests (boundary issues) • Pitch marking on sports facilities Priority 4 - Attend Site - within 14 days Examples of minor improvement Minor Improvement to assess the work requirements. requests could be:- Works Work Completed - within 4 weeks • Fence erecting • Renovation clearance...
TARGET SERVICE LEVELS. 22.1. ProSystem shall use reasonable endeavors to fix or provide a work around to any service-related problem that affects the functionality, performance or availability of The Customers hardware and or software. ProSystem will make all reasonable endeavors to meet the service criteria detailed in the table below Fault Category Target Response Time Progress Updates Priority 1 1 hour from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 1 hour from receipt of all relevant information. Priority 2 2 hours from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 4 hours from receipt of all relevant information. Priority 3 12 hours from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be available next day from receipt of all relevant information. Priority 4 24 hours from the first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 24 hours from receipt of all relevant information. Priority 5 48 hours from the first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 48 hours from receipt of all relevant information.
TARGET SERVICE LEVELS. 5.1 Where any Service is stated in Schedule 2 to be subject to a specific Target Service Level, the Service Provider shall provide that Service in such a manner as will ensure that the Achieved Service Level in respect of that Service is equal to and not less than 10% lower than such specific Target Service Level set out in Schedule 2.
TARGET SERVICE LEVELS. 5.1.1 Service Levels shall be measured continually and reported on at the end of every month following completion of the Service take-on acceptance and commencement of the On- going Service.
TARGET SERVICE LEVELS. 5.2.1 The target ASR percentages (which should be equalled or exceeded) for each destination are as agreed between the Parties from time to time. The target MFCT is four hours or less in each calendar month
TARGET SERVICE LEVELS. During the Term, CGI will use all commercially reasonable efforts to provide the Services in accordance with the Target Service Levels listed in Schedule J which are to be established as follows:
TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds will aim to deal with these issues within the Target Response Times below. Response Time means the time from receipt of the request by the Facilities Team until an initial inspection and, where appropriate, temporary repair has been completed. In some cases an ‘initial inspection’ can be carried out by discussion with the customer without a site visit.
TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds window cleaning will aim to deal with, all requests outside of the Standard service scheduled routine, issues will be dealt with case by case and an agreed timeframe for start and completion dates by both parties. Response time to any request, will be within the same day (within working hours) Working Hours means hours which are within the Core Working Hours (8.00am and 13.00pm Monday to Thursday), and Working Days is construed accordingly.
TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds window cleaning will aim to deal with, all requests outside of the standard service scheduled routine, issues will be dealt with case by case and an agreed timeframe for start and completion dates by both parties. Response time to any request, will be within the same day (within working hours)
