{"component": "definition", "props": {"groups": [{"snippet": "means those Service Levels that are assigned a Weighting Factor and for which a Service Level Credit is payable in the event of a Critical Service Level Failure. Critical Service Levels are designated by Health Net in accordance with Section 5.3 of this Schedule B.", "samples": [{"hash": "hqdlvjzFy4", "uri": "/contracts/hqdlvjzFy4#critical-service-level", "label": "Master Services Agreement", "score": 31.340862423, "published": true}, {"hash": "9UOBKpie6CR", "uri": "/contracts/9UOBKpie6CR#critical-service-level", "label": "Master Services Agreement (Health Net Inc)", "score": 22.158110883, "published": true}, {"hash": "lh5Kj6kXuWE", "uri": "/contracts/lh5Kj6kXuWE#critical-service-level", "label": "Master Services Agreement (Health Net Inc)", "score": 21.0, "published": true}], "size": 9, "snippet_links": [{"key": "weighting-factor", "type": "definition", "offset": [47, 63]}, {"key": "service-level-credit", "type": "definition", "offset": [80, 100]}, {"key": "in-the-event-of-a", "type": "clause", "offset": [112, 129]}, {"key": "critical-service-level-failure", "type": "definition", "offset": [130, 160]}, {"key": "critical-service-levels", "type": "clause", "offset": [162, 185]}, {"key": "health-net", "type": "definition", "offset": [204, 214]}, {"key": "in-accordance-with", "type": "definition", "offset": [215, 233]}, {"key": "section-53", "type": "clause", "offset": [234, 245]}], "hash": "a9224ca7338151d2464b6b46887111cc", "id": 1}, {"snippet": "means those Service Levels that are expressly identified as \u201cCritical Service Levels\u201d in an Annual Statement of Work.", "samples": [{"hash": "9kQdBOp9idg", "uri": "/contracts/9kQdBOp9idg#critical-service-level", "label": "Asset Purchase Agreement", "score": 33.7353577239, "published": true}, {"hash": "3lAnAYYyUUq", "uri": "/contracts/3lAnAYYyUUq#critical-service-level", "label": "Strategic Services Agreement (Zovio Inc)", "score": 31.9158110883, "published": true}, {"hash": "dKwMk8PSgHh", "uri": "/contracts/dKwMk8PSgHh#critical-service-level", "label": "Asset Purchase and Sale Agreement (Zovio Inc)", "score": 31.674880219, "published": true}], "size": 8, "snippet_links": [{"key": "critical-service-levels", "type": "clause", "offset": [61, 84]}, {"key": "statement-of-work", "type": "definition", "offset": [99, 116]}], "hash": "b44e7578a8a0daecbf10876de7b67469", "id": 2}, {"snippet": "means any Service Level identified in Exhibit 2 or a Change Order as a Critical Service Level.", "samples": [{"hash": "lv0mflaaBuk", "uri": "/contracts/lv0mflaaBuk#critical-service-level", "label": "Human Resources Business Process and Support Services Agreement (Equifax Inc)", "score": 18.0, "published": true}, {"hash": "3o7k7tdvt98", "uri": "/contracts/3o7k7tdvt98#critical-service-level", "label": "Finance and Accounting Business Process and Support Services Agreement (Equifax Inc)", "score": 18.0, "published": true}], "size": 5, "snippet_links": [{"key": "any-service", "type": "clause", "offset": [6, 17]}, {"key": "exhibit-2", "type": "definition", "offset": [38, 47]}, {"key": "a-change-order", "type": "clause", "offset": [51, 65]}], "hash": "7ba355cdf1a25e7134d80d57b9c33cfd", "id": 3}, {"snippet": "means a Service Level listed in Appendix 3-A which has Service Credits allocated to it. Customer Applicable Regulations means (i) Relevant Laws which are in force from time to time during the Term, including any amendments to any or all of them, and which apply to the Customer and the Customer Group and/or their use of or receipt of the Services but which in each case are not Service Provider Applicable Regulations; and (ii) those things deemed to be Customer Applicable Regulations pursuant to the definition of Service Provider Applicable Regulations.", "samples": [{"hash": "cUMx8ARuMgL", "uri": "/contracts/cUMx8ARuMgL#critical-service-level", "label": "Outsourcing Agreement (Aspen Insurance Holdings LTD)", "score": 35.9431895962, "published": true}, {"hash": "7iSkq2R4gdP", "uri": "/contracts/7iSkq2R4gdP#critical-service-level", "label": "Outsourcing Agreement (Aspen Insurance Holdings LTD)", "score": 35.2587268994, "published": true}, {"hash": "aG38ErPkjcU", "uri": "/contracts/aG38ErPkjcU#critical-service-level", "label": "Outsourcing Agreement (Aspen Insurance Holdings LTD)", "score": 35.2477754962, "published": true}], "size": 4, "snippet_links": [{"key": "service-level", "type": "definition", "offset": [8, 21]}, {"key": "appendix-3", "type": "definition", "offset": [32, 42]}, {"key": "service-credits", "type": "definition", "offset": [55, 70]}, {"key": "allocated-to", "type": "definition", "offset": [71, 83]}, {"key": "applicable-regulations", "type": "definition", "offset": [97, 119]}, {"key": "relevant-laws", "type": "definition", "offset": [130, 143]}, {"key": "in-force", "type": "clause", "offset": [154, 162]}, {"key": "from-time-to-time", "type": "clause", "offset": [163, 180]}, {"key": "during-the-term", "type": "clause", "offset": [181, 196]}, {"key": "amendments-to", "type": "clause", "offset": [212, 225]}, {"key": "customer-and-the", "type": "clause", "offset": [269, 285]}, {"key": "customer-group", "type": "definition", "offset": [286, 300]}, {"key": "receipt-of", "type": "clause", "offset": [324, 334]}, {"key": "the-services", "type": "definition", "offset": [335, 347]}, {"key": "each-case", "type": "definition", "offset": [361, 370]}, {"key": "definition-of-service-provider", "type": "clause", "offset": [503, 533]}], "hash": "7ed2271fea05e0e83a2997fb0ffd0b0d", "id": 4}, {"snippet": "means a Service Level for which a Service Level Credit may be payable. Critical Service Levels are identified as \u201ccritical\u201d in Exhibit 3.", "samples": [{"hash": "aJcDDR18lXY", "uri": "/contracts/aJcDDR18lXY#critical-service-level", "label": "Master Services Agreement", "score": 31.340862423, "published": true}, {"hash": "8i8XA2SVyuK", "uri": "http://api40.10kwizard.com/cgi/convert/pdf/LEVISTRAUSSCO-20150212-10K-20141130.pdf?ipage=10063926&xml=1&quest=1&rid=23&section=1&sequence=-1&pdf=1&dn=1", "label": "api40.10kwizard.com", "score": 10.1704312115, "published": false}], "size": 4, "snippet_links": [{"key": "service-level-credit", "type": "definition", "offset": [34, 54]}, {"key": "critical-service-levels", "type": "clause", "offset": [71, 94]}, {"key": "exhibit-3", "type": "clause", "offset": [127, 136]}], "hash": "9d1c2866becd12cef879387d983b6944", "id": 5}, {"snippet": "or \u201cCSL\u201d means those Service Levels that are (i) assigned a Weighting Factor for Print Production Services or a Weighting Factor for Plastics Production Services; or (ii) are so designated as \u201cCritical\u201d in Exhibit B-1 even in the absence of an assigned Weighting Factor for Print Production Services or a Weighting Factor for Plastics Production Services, for which a Service Level Credit is payable in the event of a Critical Service Level Default, and are designated by RCSI in accordance with Section 5.2 of this Schedule B.", "samples": [{"hash": "7IL8kdUxOLc", "uri": "/contracts/7IL8kdUxOLc#critical-service-level", "label": "Production Services Agreement (Synchrony Financial)", "score": 25.4845995893, "published": true}, {"hash": "2pNKlS7Wbsp", "uri": "/contracts/2pNKlS7Wbsp#critical-service-level", "label": "Production Services Agreement (Synchrony Financial)", "score": 25.3394934976, "published": true}], "size": 3, "snippet_links": [{"key": "service-levels", "type": "definition", "offset": [21, 35]}, {"key": "weighting-factor", "type": "definition", "offset": [60, 76]}, {"key": "production-services", "type": "clause", "offset": [87, 106]}, {"key": "exhibit-b-1", "type": "definition", "offset": [206, 217]}, {"key": "service-level-credit", "type": "definition", "offset": [368, 388]}, {"key": "in-the-event-of-a", "type": "clause", "offset": [400, 417]}, {"key": "critical-service-level-default", "type": "definition", "offset": [418, 448]}, {"key": "in-accordance-with", "type": "definition", "offset": [477, 495]}, {"key": "section-52", "type": "clause", "offset": [496, 507]}], "hash": "f1274ef93326441bf4ef7ad7115402e8", "id": 6}, {"snippet": "means a Service Level designated as such in Appendix 3-A to which the provisions of paragraph 6 of Schedule 3 (Service Levels and Service Credits) apply. Customer Data means information regarding or relating to the Customer or the Customer Group that is provided to the Service Provider pursuant to this Agreement.", "samples": [{"hash": "foCEl50mfr4", "uri": "/contracts/foCEl50mfr4#critical-service-level", "label": "Outsourcing Agreement (Aspen Insurance Holdings LTD)", "score": 35.2477754962, "published": true}, {"hash": "3vRvkFESGzG", "uri": "/contracts/3vRvkFESGzG#critical-service-level", "label": "Outsourcing Agreement (Aspen Insurance Holdings LTD)", "score": 28.3148528405, "published": true}], "size": 2, "snippet_links": [{"key": "appendix-3", "type": "definition", "offset": [44, 54]}, {"key": "the-provisions-of", "type": "clause", "offset": [66, 83]}, {"key": "paragraph-6", "type": "definition", "offset": [84, 95]}, {"key": "schedule-3", "type": "clause", "offset": [99, 109]}, {"key": "service-levels-and-service-credits", "type": "clause", "offset": [111, 145]}, {"key": "customer-data", "type": "clause", "offset": [154, 167]}, {"key": "information-regarding", "type": "clause", "offset": [174, 195]}, {"key": "relating-to", "type": "definition", "offset": [199, 210]}, {"key": "the-customer", "type": "clause", "offset": [211, 223]}, {"key": "customer-group", "type": "definition", "offset": [231, 245]}, {"key": "the-service-provider", "type": "definition", "offset": [266, 286]}, {"key": "pursuant-to-this-agreement", "type": "clause", "offset": [287, 313]}], "hash": "9021f2089d4f351ba94fd83acb68fa63", "id": 7}, {"snippet": "means any Service Level designated as such in Exhibit B-2.", "samples": [{"hash": "Xc77a4LRG0", "uri": "/contracts/Xc77a4LRG0#critical-service-level", "label": "Operations Support Services Agreement (Equifax Inc)", "score": 19.0, "published": true}, {"hash": "7Fl7hgwxzty", "uri": "https://investor.equifax.com/sec-filings/quarterly-reports/content/0001047469-04-014439/0001047469-04-014439.pdf", "label": "Amendment", "score": 12.6386036961, "published": false}], "size": 2, "snippet_links": [{"key": "service-level", "type": "definition", "offset": [10, 23]}, {"key": "exhibit-b-2", "type": "definition", "offset": [46, 57]}], "hash": "3dbc0f9cca6de8e25cb17e8713711865", "id": 8}, {"snippet": "means, in relation to a Benchmark for any Reporting", "samples": [{"hash": "OGzkXBr3QD", "uri": "/contracts/OGzkXBr3QD#critical-service-level", "label": "Grant Agreement", "score": 29.8715043016, "published": true}, {"hash": "1zXttS2PjYm", "uri": "/contracts/1zXttS2PjYm#critical-service-level", "label": "Grant Agreement", "score": 27.544078129, "published": true}], "size": 2, "snippet_links": [{"key": "in-relation-to", "type": "clause", "offset": [7, 21]}], "hash": "59a059fa2a114f157c25defdea9f8bf1", "id": 9}, {"snippet": "has the meaning given in Section 6.2.", "samples": [{"hash": "2USxgRQqCP3", "uri": "/contracts/2USxgRQqCP3#critical-service-level", "label": "Card Program Services Agreement (Green Dot Corp)", "score": 19.5284052019, "published": true}, {"hash": "gESMS4quRaU", "uri": "/contracts/gESMS4quRaU#critical-service-level", "label": "Card Program Services Agreement (Green Dot Corp)", "score": 19.1889117043, "published": true}], "size": 2, "snippet_links": [{"key": "section-62", "type": "clause", "offset": [25, 36]}], "hash": "9e7c32de31b87993fb4219aa65213922", "id": 10}], "next_curs": "CmMSXWoVc35sYXdpbnNpZGVyY29udHJhY3Rzcj8LEhpEZWZpbml0aW9uU25pcHBldEdyb3VwX3Y1NiIfY3JpdGljYWwtc2VydmljZS1sZXZlbCMwMDAwMDAwYQyiAQJlbhgAIAA=", "definition": {"snippet": "means those Service Levels that are assigned a Weighting Factor and for which a Service Level Credit is payable in the event of a Critical Service Level Failure. Critical Service Levels are designated by Health Net in accordance with Section 5.3 of this Schedule B.", "title": "Critical Service Level", "size": 56, "id": "critical-service-level", "examples": ["The Supplier: agrees that the application of Clause 14.2 is commercially justifiable where a <strong>Critical Service Level</strong> Failure occurs; and acknowledges that it has taken legal advice on the application of Clause 14.2 and has had the opportunity to price for that risk when calculating the Call Off Contract Charges.", "This Clause 14 shall apply if the Customer has specified both Service Credits and <strong>Critical Service Level</strong> Failure in the Call Off Order Form.", "<strong>Critical Service Level</strong> Means any Service Level designated as &quot;critical&quot; by DIR, and with respect to which DIR may become entitled to receive Service Level Credits as a result of Service Provider&#x27;s failure to satisfy the associated Service Level standards.", "The Supplier shall report all failures to achieve Service Levels and any <strong>Critical Service Level</strong> Failure to the Customer in accordance with the processes agreed in paragraph 87.2 of Part B of this Call Off Schedule 6 above.", "The Supplier shall report all failures to achieve Service Levels and any <strong>Critical Service Level</strong> Failure to the Customer in accordance with the processes agreed in paragraph 1.2 of Part B of this Call Off Schedule 6 above.", "Priority Severity Examples Maximum Response times 1 \u2013 <strong>Critical Service Level</strong> Outage or a system level outage affecting all users.", "The numbers used in the column &quot;Comm +mos**&quot; are in the format X where &quot;X&quot; represents the number of months after the Commencement Date when the Service Provider will be responsible to provide measurement data in support of the <strong>Critical Service Level</strong> or Key Measurement.", "Metric Type The following Service Level is promotable to a <strong>Critical Service Level</strong> at the election of LS&amp;Co.", "For example, assume that the Service Provider fails to meet the Service Level for a <strong>Critical Service Level</strong>, the Service Provider&#x27;s Service Level Invoice Amount for the month in which the Service Level Default occurred was $100,000 and that the At Risk Amount is 10% of these charges.", "The Supplier: agrees that the application of Clause 14.1 is commercially justifiable where a <strong>Critical Service Level</strong> Failure occurs; and acknowledges that it has taken legal advice on the application of Clause 14.1 and has had the opportunity to price for that risk when calculating the Call Off Contract Charges."], "related": [["service-level", "Service Level", "Service Level"], ["service-levels", "Service Levels", "Service Levels"], ["critical-service-failure", "Critical Service Failure", "Critical Service Failure"], ["service-level-standards", "Service Level Standards", "Service Level Standards"], ["service-level-agreement", "Service Level Agreement", "Service Level Agreement"]], "related_snippets": [], "updated": "2025-07-06T21:58:36+00:00"}, "json": true, "cursor": ""}}