Calculation of Actual Technical Helpdesk Availability. The actual Technical Helpdesk Availability (HA) during the scheduled service times set forth in Clause 1.2 will be calculated for each calendar month according to the following formula: ( # Successful Calls ) HA = 100%* (1- _________________________ ) ( # Total Number of Calls ) Variable Description HA actual Availability of the Technical Helpdesk in percent in respective month #Successful Calls Number of calls taken by the Technical Helpdesk agents in the respective month #Total Number of Calls Total Number of calls to the Technical Helpdesk in the respective month
Appears in 3 contracts
Sources: Systems Operations Agreement (Cbot Holdings Inc), Systems Operations Agreement (Board of Trade of the City of Chicago Inc), Systems Operations Agreement (Board of Trade of the City of Chicago Inc)