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. The following table shows the standard service level targets / commitments associated with the Service.
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. 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. 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 (other times, this will be carried out usually by a sub- contractor) Examples of requests deemed urgent could be :- • 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 - Non Urgent Attend site - within 24 working hours Work Completed – within 3 days Examples of requests deemed non- urgent could be:- • 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 - Minor Improvement Works Attend Site - within 14 days to assess the work requirements. Work Completed - within 4 weeks Examples of minor improvement requests could be:- • Fence erecting • Renovation clearance • Planting • Tree pruning • Laying of pathways/Hard Surfaces • Hedge cutting • Turf laying • Renovation after building projects Priority 5 - All works subject to prior Examples of major improvement Major Improvement Works feasibility study by the Facilities grounds team and approval from relevant Head of Department. requests would be :- Re-generation of open space, Contact Xxxxxx Xxxxxx (Assistant Director of Security and Operations), Xxxx Xxx (Head of Grounds) and Xxxxx (e.g.Lakeside) which co...
TARGET SERVICE LEVELS. The Target Service Levels are the minimum levels of service that the customer should expect for the duration of this agreement. ▪ The network elements will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 of Saturdays. ▪ MKIPs Business systems will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. ▪ The Exchange system and Home server will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays) and 09:00 to 16:00 on Saturdays. ▪ The Intranet will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. ▪ Websites will be available 98% of the time between 08:00 and 18:00 Monday to Friday (including Bank Holidays), and 09:00 to 16:00 on Saturdays.
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.
5.2 As existing Services are varied and new Services are added, Target Service Levels for the same will be determined and included within Schedule 2 Schedule 1.
5.3 The Service Provider shall provide records of and Management Reports summarising the Achieved Service Levels as provided for in clause 13.
5.4 In the event that any Achieved Service Level falls short of the relevant Target Service Level as specified in clause 5.1, without prejudice to any other rights the Authority may have, such failure shall be dealt with as part of the Contract Management processes set out in clauses 13 – 16 inclusive .
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.
5.1.2 The Contractor will deliver a Service Report in writing monthly on the Service Levels achieved against each Target Service Level. The Contractor will make available to the Authority a Service Report with this information no less than 3 days before any meeting to review and discuss the achievement of Target Service Levels.
5.1.3 The E-Recruitment Service website should be available to candidates and Employers continually during the Standard Service Hours for the service but excluding any periods of Agreed Downtime.
5.1.4 The Helpdesk Service should be available to receive calls via both telephone and e-mail continually during the Standard Service Hours for the service.
5.1.5 Service Levels for a Service, other than those listed above, shall be measured only during the required period of Availability of the Service. For the avoidance of doubt this shall be Standard Service Hours but will exclude periods of Agreed Downtime.
5.1.6 The Target Service Levels are as set out in the following table: Overall Availability of E-Recruitment Service 99.5% No Workday Availability of E-Recruitment Service 99.5% Yes On-line response time: Display of web page within 20 sec 100% No On-line response time: Return of search results within 30 sec 100% No Helpdesk calls answered within 30 sec 95% No Helpdesk e-mails answered within 30 min 95% No Helpdesk Non-major incidents resolved within 5 working days 95% No Helpdesk Major incidents resolved within 4 hours 95% No Change Control Notices raised within 15 working days of request from Authority 95% No NHS Employers rate service as satisfactory or better 60% Yes
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. 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. TELEPHONE SUPPORT FEES
1. Client Implementation $7,000 These start-up costs are intended to cover system set up and training materials. System set up includes the process of loading and testing tailored screens and implementing a customized download. Training expenses include the cost of preparing customer specific product reference materials.
2. Inbound Teleservicing Our service fees and monthly minimum rate depends on the type of coverage required: MINIMUM PER MINUTE ------- ---------- Regular Business Hours (8am-6pm)Mon-Fri $5,000 $2.00
3. Data Entry $1.50 per item For all data entry of information requests that are not generated by telephone calls (BRE, coupons, etc)
4. Out-Of-Pocket Expenses The following expenses will be charged directly back: Telephone line usage charges (800 connect time) Fax transmissions, equipment Line charges for order transmissions to fulfillment vendor Forms Overnight/Express Mail packages Travel expenses, if on-site visits are requested $.75 per order fee for all orders place in DST's Literature System Holiday Rate will be billed at $25 per hour, per associate
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:
5.1.1 Commencing on the Commencement Date and until such time as the Target Service Levels are established as provided in Section 5.1.2, which shall occur prior to the end of the Transition Period, CGI will provide the Base Services at least at the same level as such services were being provided by UCAR prior to the Commencement Date. If such levels are not being met, UCAR will notify CGI and the Change Management Committee will work in good faith to equitably adjust the Services.
5.1.2 During the Transition Period and taking into account those services for which UCAR consistently monitored and documented performance levels, CGI, with the cooperation and assistance of UCAR, will measure actual performance and establish Target Service Levels that will be applicable to the Base Services for the remainder of the Term, subject to adjustment as described in this Section 5. Schedule J hereto contains examples of types of services levels that may be
