CATEGORY TARGET Clause Samples
CATEGORY TARGET. Average Speed of Answer Each month 85% of calls will be answered within 15 seconds during applicable hours. Call Answer Rate Each month at least 98% of calls will be answered during applicable hours.
CATEGORY TARGET. Phone Quality Quarterly telephone quality will meet or exceed a reclassified National Quality Review (NQR) result of 2.80, with the precision variable included. Results will be measured and reported by NQR and will be adjusted to exclude mutually reclassified items and items mutually identified to have nominal external impact. Results will be reported on a quarterly basis. Note: NQR reports its measurement of performance for telephone quality as a percentage and also reports a "precision variable" for the percentage measurement. For purposes of this Schedule, the Transfer Agent shall also be deemed to have met a Service Level if the measurement that NQR reports for the Transfer Agent for that Service Level varies from the NQR benchmark by no more than the NQR reported precision variable for that quarter.
CATEGORY TARGET. Average Speed of Answer Each quarter, 80% of overall calls will be answered within 20 seconds during applicable hours. If after a span of three consecutive quarters Transfer Agent is not able to meet the same respective Service Level Standard provided above, the Transfer Agent will be provided a 90-day time period to successfully maintain the provided targets (the “Remediation Period”). If at the conclusion of the Remediation Period the Transfer Agent fails to meet the targets provided above during the Remediation Period, then the Administrator may terminate the Agreement without penalty upon written notice to Transfer Agent within 30 days.
CATEGORY TARGET. Average Speed of Answer Each quarter, 80% of overall calls will be answered within 20 seconds during applicable hours. If after a span of three consecutive quarters Transfer Agent is not able to meet the same respective Service Level Standard provided above, the Transfer Agent will be provided a 90-day time period to successfully maintain the provided targets (the “Remediation Period”). If at the conclusion of the Remediation Period the Transfer Agent fails to meet the targets provided above during the Remediation Period, then the Administrator may terminate the Agreement without penalty upon written notice to Transfer Agent within 30 days. Performance with respect to a Service Level shall not be calculated for any period or portion of a period where the Transfer Agent is unable to achieve a Service Level as a result of any of the following:
1. Failure or unavailability of communication lines outside of the Transfer Agent’s facilities.
2. Failure or unavailability of any system, which is substantially required for the performance of the Services, provided that the Transfer Agent has adopted and implemented a program reasonably designed to prevent such failures or unavailability.