Service Level Metrics definition

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.
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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.
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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
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Examples of Service Level Metrics in a sentence

  • The ICAC shall have a prominent Notice Board indicating the services offered, the fee schedule and a copy of the Service Level Metrics, pertaining to the applicants, for ready reference of the applicants.

  • Any lapse shall be brought to the attention of the Manager, ICACs who shall ensure to rectify the same without delay failing which the penalty shall be imposed as per Service Level Metrics provided in the RFP.

  • The Service Level Metrics will specify the expected levels of service to be provided by the SCA.

  • Any incident of bounced cheque/transaction will invite a penalty as prescribed subsequently under Chapter XVI: Service Level Metrics (SLA)/Penalties–Sl. No. 4.

  • Any lapse shall be brought to the attention of the Manager, ICACS who shall ensure to rectify the same without delay failing which the penalty shall be imposed as per Service Level Metrics provided in the RFP.

  • The adequacy of the Respondent's proposed approach and demonstrated ability to meet the Service Level Metrics.

  • Any delay in payment of this amount would attract liquidated damages as indicated in Schedule 1: Service Level Metrics of the draft MSA.

  • Providing real-time performance reporting dashboards for contracted performance standards and Service Level Metrics described in Attachment B, Scope of Services, Exhibit B-2-a, Operations and Maintenance Service Level Metrics.

  • 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.

  • Any delay in payment of this amount would attract liquidated damages as indicated in Schedule 1: Service Level Metrics of MSA.

Related to Service Level Metrics

  • Service Levels means the service levels to be met by the Services as referenced in the Contract Letter and set out in the Specification Schedule.

  • Service Level means the standard set forth below by which IBM measures the level of service it provides in this SLA.

  • Service Level Standards has the meaning ascribed thereto in Section 2.1 hereof.

  • Service Level Agreement or SLA means the processes, deliverables, key performance indicators and performance standards relating to the Services to be provided by the Service Provider;

  • Service Level Credit is defined in Section 8.

  • Service Level Agreements means an agreement between NZX and a Market Participant and/or an Advisor setting out the terms and conditions of use of NZX technology and services;

  • Service Level Agreement (SLA means the Contractual Commitment that prevails between the Buyer and the Service Provider with regard to type of service to be provided, deliverables, desired performance level, reliability and responsiveness, monitoring process and service level reporting, response and issue resolution time-frame, repercussions / penalties / remedies for service provider not meeting its commitment. The SLA of a particular contract may carry the matrix regarding the delivery of the goods and/or services and the corresponding penalties or remedies and liquidated damages as applicable.

  • Service Level Failure means a failure to perform the Software Support Services fully in compliance with the Support Service Level Requirements.

  • KPI means a key performance indicator to which the Services are to be provided as set out in the Specification].

  • Sound level meter means an instrument which includes a microphone, amplifier, RMS detector, integrator or time averager, output meter, and weighting networks used to measure sound pressure levels.

  • State Level Monitoring Cell means the body constituted by the State Government for the control and elimination of ragging in institutions within the jurisdiction of the State, established under a State Law or on the advice of the Central Government, as the case may be.

  • Performance Metrics means criteria established by the Administrator relating to any of the following, as it may apply to an individual, one or more business units, divisions, or Affiliates, or on a company-wide basis, and in absolute terms, relative to a base period, or relative to the performance of one or more comparable companies, peer groups, or an index covering multiple companies:

  • Performance Monitoring System has the meaning given to it in paragraph 1.1.2 in Part B of Schedule 6 (Service Levels, Service Credits and Performance Monitoring);

  • Performance Level means a reference to one of Performance Level I, Performance Level II, Performance Level III, Performance Level IV or Performance Level V.

  • Performance Standards or “PS” shall mean the cleanup levels and other measures of achievement of the remedial action objectives, as set forth in the ROD.

  • KPIs means the performance measurements and targets set out in Part 3 of Schedule 1 (Services) of this Framework Agreement;

  • Peer support specialist means an individual who has experienced a severe and persistent mental illness and who has successfully completed standardized training to provide peer support services through the medical assistance program or the Iowa Behavioral Health Care Plan.

  • Service Type means the customer class, partial customer class and/or group of customer classes, as set forth in a Transaction Confirmation.

  • Baseline Personnel Security Standard means the pre-employment controls for all civil servants, members of the Armed Forces, temporary staff and government contractors generally.

  • Performance Standard means the acceptable range of performance for a Performance Indicator or a Service Volume that results when a Performance Corridor is applied to a Performance Target.

  • Working level month (WLM) means an exposure to 1 working level for 170 hours (2,000 working hours per year divided by 12 months per year is approximately equal to 170 hours per month).

  • Usage Metric means the standard of measurement for determining the permitted use and calculating the fees due for a Cloud Service as set forth in an Order Form.

  • Minimum Level (ML means the concentration at which the entire analytical system must give a recognizable signal and an acceptable calibration point. The ML is the concentration in a sample that is equivalent to the concentration of the lowest calibration standard analyzed by a specific analytical procedure, assuming that all the method-specified sample weights, volumes and processing steps have been followed.

  • Barrier Level means the Barrier Level as specified in § 1 of the Product and Underlying Data.

  • Licensed Level means a) when referenced in the context of a Named User, the quantity of Metric for which each individual Named User category and type is licensed -and- b) when referenced in the context of a Package, the quantity of Metric for which each individual Package is licensed; and

  • Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.