Common use of Call Processing Time Benchmark Clause in Contracts

Call Processing Time Benchmark. (1) For the eight types of calls listed below, the Call Processing Time Benchmark shall be ninety percent (90%) of calls processed within 90 seconds: i. Calls requiring emergency medical dispatching questioning and pre-arrival medical instructions; ii. Calls requiring language translation; iii. Calls requiring the use of a TTY/TDD device or audio/video relay services; iv. Calls of criminal activity that require information vital to emergency responder safety prior to dispatching units; v. Hazardous materials incidents; vi. Technical rescue; vii. Calls that require determining the location of the alarm due to insufficient information; and viii. Calls received by text message. (2) For all other calls, the Call Processing Time Benchmark shall be ninety percent (90%) of calls processed within 64 seconds.