Telephone Service Quality Sample Clauses
The Telephone Service Quality clause sets standards for the performance and reliability of telephone services provided under an agreement. It typically outlines specific metrics such as call clarity, connection rates, response times for repairs, and uptime requirements that the service provider must meet. By establishing these benchmarks, the clause ensures that users receive consistent and dependable telephone service, addressing potential issues of poor quality or service interruptions.
Telephone Service Quality. Performance Standard PFPC telephone quality must be rated by NQR to fall within 2.18 to 2.48 for each quarter. ------------------------------------------------------------------------------------------------ Measurement Unacceptable - Penalty Standard Performance Exceptional - Award ------------------------------------------------------------------------------------------------ 1. Call Quality as Rated Rating by NQR below Rating by NQR of Rating by NQR above by NQR 2.18 2.18 to 2.48 2.48 ------------------------------------------------------------------------------------------------ 2. Call Answer Rate as * 97% 97% - 98% ** 98% Measured by PFPC Call Monitoring System ------------------------------------------------------------------------------------------------ 3. Average Speed of ** 30 seconds 30 - 20 seconds * 20 seconds Answer as Measured by PFPC Call Monitoring System ------------------------------------------------------------------------------------------------
Telephone Service Quality. Performance Standard ----------------------------------------------------------------------------------------------------------------------- PFPC telephone quality must be rated by NQR to fall within 2.12 to 2.48 for each quarter. ----------------------------------------------------------------------------------------------------------------------- ----------------------------------------------------------------------------------------------------------------------- Measurement Unacceptable - Penalty Standard Performance Exceptional - Award ---------------------- -------------------- ------------------- ----------------------------------------------------------------------------------------------------------------------- Call Quality as Rated by Rating by NQR below 2.12 Rating by NQR of 2.12 to 2.48 Rating by NQR above 2.48 NQR ----------------------------------------------------------------------------------------------------------------------- Call Answer Rate as * 97% 97% - 98% ** 98% Measured by PFPC Call Monitoring System ----------------------------------------------------------------------------------------------------------------------- Average Speed of Answer ** 30 seconds 30 - 20 seconds * 20 seconds as Measured by PFPC Call Monitoring System ----------------------------------------------------------------------------------------------------------------------- . Performance will be measured on a monthly basis. Call Quality will be reviewed by NQR, which shall review approximately 40 Calls per month and evaluate them based on its 27-point evaluation process. Call Answer Rates are based on the percentage of all calls during the period that they are answered by PFPC and not abandoned. The Average Speed of Answer will be for all calls answered during the measurement period. Reports will be reported monthly with penalties or awards paid quarterly based on quarterly averages. . Penalties or Awards will be applied quarterly to the next transfer agent fee ▇▇▇▇ following receipt of the data from NQR. . Penalties will be waived for any quarter whereby the overall call volume is increased by 30 percent or greater over the prior four-quarter average volumes. . Awards will be waived for any quarter whereby the overall call volume is decreased by 30 percent or move versus the prior four-quarter average volumes. . Standards are subject to revision annually each June based on the previous four quarters of performance data from NQR. . Measurement will begin 9/18/...
Telephone Service Quality. Performance Standard
Telephone Service Quality. Performance will be measured quarterly by NQR based on its then-current standard sampling methodology. Currently, that methodology is a review of 120 calls per quarter using NQR's 27-point evaluation process. NQR reviews transactions for accuracy, timeliness and completeness. Beginning with the 2001 fourth quarter NQR report, if, for the current quarter, the percentage of the transactions sampled by NQR represented by transactions for which no "exceptions" were noted falls within the "Penalty Range" or "
Telephone Service Quality. PERFORMANCE STANDARD -------------------------------------------------------------------------------- PFPC telephone quality must be rated by NQR to fall within 2.18 to 2.48 for each quarter.