Termination for Chronic Service Level Failures Sample Clauses

Termination for Chronic Service Level Failures. In addition to its termination rights under the Agreement, Saint Luke’s may, in its sole discretion, terminate this Agreement without further obligation to Company in the event Company fails to achieve any of the required Service Levels twice in a rolling consecutive two (2)-month period, or three (3) times in any rolling five (5)-month period.

Termination for Chronic Service Level Failures. In addition to its termination rights under the Agreement, the State of Iowa may, in its sole discretion, terminate the Agreement without further obligation to Vendor in the event Vendor fails to achieve any of the required Service Levels for (a) three (3) months consecutively, or (b) any three (3) months during a consecutive six (6) month period.

Termination for Chronic Service Level Failures. In addition to its termination rights under the Agreement, Saint Luke’s may, in its sole discretion, terminate the Agreement without further obligation to Company in the event Company fails to achieve any of the required Service Levels twice in a rolling consecutive two (2)-month period, or three (3) times in any rolling five (5)-month period. Schedule 1 to Exhibit D Service Level Matrix Service Level Measurement Required Metric Service Level Credit Response Time and Other Requirements P1 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 15 minutes and immediately join Saint Luke’s problem techline. - Initiate work immediately. - Provide updates at least every 15 minutes via the techline until problem resolved. - Escalation at Company will occur after 1 hour of problem detection if not resolved. - Company will provide contact information for senior management after 2 hours. Problem Resolution - Root cause analysis required within 24 hours of problem detection or notification. - Incident report due within 3 days of problem detection or notification. - Company to participate in Saint Luke’s problem resolution process on request. Service Level - Less than 15 minutes of becoming aware of or notified of an Incident. - None. Service Level Failure - 15 minutes after becoming aware of or notified of an Incident. - $1,000 for initial 15 minutes, such amount doubling for each additional 15 minute increment (e.g., if the delay is 45 minutes, the credit will be $1,000 for the initial 15 minutes, $2,000 for the second 15 minutes, and $4,000 for the final 15 minutes). Target Resolution - Within 1 hour of becoming aware of or notified of the Incident, unless Saint Luke’s agrees in writing that a temporary workaround is acceptable. P2 Incidents Initial Contact with Saint Luke’s - Respond to Saint Luke’s call for assistance within 60 minutes and immediately join Saint Luke’s problem techline. - Initiate work immediately. - Provide updates at least every 30 minutes via the techline until problem resolved. - Escalation at Company will occur after 2 hours. - Company will provide contact information for senior management after 4 hours. Problem Resolution - Root cause analysis required within 72 hours of problem detection or notification. - Incident report due within 1 week of problem detection or notification.

Termination for Chronic Service Level Failures. In addition to its termination rights under the Agreement, DOE may, in its sole discretion, terminate the Agreement, or DOE may, in its sole discretion, terminate any active Purchasing Instruments, without any further obligation to Vendor, for consistent or recurring Service Level Failures.