Hard IMAC Completion Time Clause Samples
Hard IMAC Completion Time. The Hard IMAC Completion Time Critical Service Level shall be calculated as the number of Hard IMAC requests that were successfully completed within [ * ] of the receipt of the Client-Approved Request at the Service Desk for Campus locations and [ * ] for remote locations, divided by the total number of Hard IMAC requests received by the Service Desk within a month, with the result expressed as a percentage to two percentage points. The elapsed time will be measured as the time from the submission of a properly completed Client-Approved Request to the Vendor’s Service Desk and the ACI’s acceptance of the installation and proper performance of the System. Completion time includes the time necessary to install, configure, test, and otherwise implement Equipment and Software required to complete the IMAC request. IMACs will be completed when the installation/move/add/change that was requested is ready for use by the Authorized User per the request’s requirements. A request for a Hard IMAC that involves different items for the same Authorized User (e.g., a change of the personal computer and a change in a peripheral device) shall constitute a single IMAC, so long as the request for all such items is made on the same IMAC request and all such items are requested to be made as of the same date. Project IMACs and electronic software distributions are excluded from this service level calculation. Requests that require delivery of additional Equipment or software, which is not included in the spare parts inventory, will not include the time waiting for delivery of the ordered component as part of the completion time. In the event all components are not available for installation as of the same date:
Hard IMAC Completion Time. For each Hard IMAC request, Hard IMAC completion time shall be measured as the elapsed time between the time Company submits an approved Hard IMAC request to Provider and the time it has been successfully completed in accordance with the request. The number of Hard IMACs in a month with Hard IMAC completion times within the respective Service Level Time Period outlined in the table below or, where not specified in the table below, delivered as committed or otherwise represented to Company, shall be divided by the total number of Company-approved Hard IMAC requests submitted during the month with the result expressed as a percentage. Network Service Hard IMAC Request Classification Service Level Time Period Data Router installation and configuration [ * * * * ] Data Install new circuit [ * * * * ] Data LAN switch installation and configuration [ * * * * ] Data Install new cable drop [ * * * * ] Voice PBX installation and configuration [ * * * * ] Voice Install and configure Voice terminal [ * * * * ] Voice Voicemail system installation and configuration [ * * * * ] IMACs that are performed as part of a Project are not considered for this Key Measurement calculation.