Service Level Metrics definition

AI-Powered Contracts

Draft, Review & Redline at the Speed of AI

Service Level Metrics means those categories of service performance and associated target levels of service performance identified in the Performance Scorecard attached hereto as Exhibit 7, or such other categories and associated target levels as subsequently agreed to by the Parties. (ggg) “Services LOI” means that certain Letter of Intent between Altisource and New Residential Investment Corp. and dated as of the date hereof relating to the services Altisource and its Affiliates shall agree to provide to New Residential with respect to the Covered Portfolios (as defined in such Letter of Intent). (hhh) “Servicing Agreement” means any servicing agreement, pooling and servicing agreement, trust and servicing agreement, indenture, trust agreement or similar agreement, in each case to which New Residential is a party (including though assignment and/or assumption) as the servicer (including master, special, primary or subservicer) thereunder or to which New Residential is bound as of the related Acquisition Date; provided, however, such term does not include any such agreement between NRZ and an affiliated or unaffiliated third party, pursuant to which NRZ further delegates servicing functions to such third party. (iii) “Standard Seller Commission Percentage” means the greater of [***] percent ([***]) of the Net Sales Price and the minimum commission payable to all real estate brokers representing the seller as specified in the listing agreements referenced in Section 3(a) hereof. (jjj) “Subject REO Referral” has the meaning set forth in Section 3 hereto. (kkk) “Suspended REO Referral” has the meaning set forth in Section 19(d) hereto. (lll) “Termination Event” has the meaning set forth in Section 19(a) hereto. -8- (mmm) “Terminating Party” has the meaning set forth in Section 19(a) hereto. (nnn) “Third Party Claim” has the meaning set forth in Section 15 hereto. (ooo) “Total Seller Payable Commission” means, with respect to a sale of a Subject REO Referral, the total real estate broker’s commission payable to all real estate brokers representing the seller of such Subject REO Referral. (ppp) “Transfer” has the meaning set forth in Section 10(b) hereto. (qqq) “Vendor Management Addendum” means the document attached as Exhibit 5 hereto.

Service Level Metrics or “Service Levels” means the specific performance metrics measuring the quality, efficiency or other aspects of HPES’ performance of the Services which HPES is to meet or exceed.

Examples of Service Level Metrics in a sentence

Except for the assertion of any claim based on fraud or willful misconduct, the remedies provided in Section 19(a)(vii) of this Agreement shall be the sole and exclusive legal remedy of NRZ Brokerage with respect to any failure of RHSS to satisfy any Service Level Metrics pursuant to this Section 20.
For purposes of the Service Level Metrics below, Type 2 Services are excluded from the performance measurements.
RHSS shall use commercially reasonable efforts to provide, or cause to be provided, to NRZ Brokerage the brokerage services contemplated in this Agreement in accordance with the Service Level Metrics specified in the Performance Scorecard, attached as Exhibit 7 hereto.
This Exhibit E identifies the Service Level Metrics for Service Levels, and describes how to analyze and report these Service Level Metrics.
If Additional Service Level Metrics are defined for specific Services not currently defined today, they supersede any other Services Levels defined by SLA’s or established at Historical Levels.
GlobalLogic and Client agree to periodically negotiate to add, delete, or modify the existing Service Level Metrics and Service Levels to reflect changes in Client’s business requirements or objectives.
The Monthly Service Level Report shall provide reasonable detail regarding GlobalLogic’s performance against the Service Level Metrics for each SLA.
Availability(%) of Essential Demyst Services are impacted only by Critical Incidents (Essential Demyst Service is Down) as defined by Severity Levels Definition and Service Level Metrics Definition sections.
Availability Service Level Metrics only apply to services provided out of the DYOPATH data centers and does not include any equipment or services provided on client premises.
Such quality checks include: the quality sampling included in Exhibit B-1 (Service Level Metrics), pre-production sampling and quality reviews, and other quality checks as agreed by the Parties.

More Definitions of Service Level Metrics

Service Level Metrics means the required Support Request Response and Resolution times referred to in the Solution Support Service Level Table.

Service Level Metrics means how PS responds to requests for service under this agreement: Metric Measure – Standard Abandonment rate Call abandonment rate of less than 5% Call answering 90% of all telephone calls answered within 60 seconds Incident Response • Severity 1 Incidents – 90% Responded to within 60 consecutive min of detection, remainder within 120 consecutive minutes • Severity 2 Incidents – 90% Responded to within 2 working hours of detection during Standard Business Hours remainder within 4 working hours • Severity 3 Incidents – 90% Responded to within 8 working hours of detection during Standard Business Hours remainder within 12 working hours • Severity 4 Incidents – 90% Responded to within 16 working hours of detection during Standard Business Hours remainder within 24 working hours 3rd Party Referrals All incidents referred to relevant parties within 30 minutes of incident detection or notification Escalation • Priority 1 Incidents – 95% escalated within 60min of identification, and every 4 hours thereafter • Priority 2 Incidents – 95% escalated within 2 working hours of identification, and every 16 working hours thereafter • Priority 3 Incidents – 95% escalated within 8 working hours of identification, then as per reporting measure • Priority 4 Incidents – 95% escalated within 16 working hours of identification, then as per reporting measure