Common use of MANUAL PROCESSING Clause in Contracts

MANUAL PROCESSING. SLA 1. of all Lines of Service (LOS) received by STI in a one-month period will be entered into the AT&T defined system of record within the shipping cut off window. 2. of LOS received by STI in a one-month period will be entered by STI correctly into the order entry and billing systems of record as it was received by STI’s ASP Solution. Orders that deviate from AT&T eCommerce Shipped As Ordered (SAO) policy will be excluded from the SLA and remedies in this document. 3. Inbound Call Handling Service Levels a. Less than ***% of all calls offered in a given month will be abandoned b. of calls offered to an agent will be answered in less than *** by a live agent, during the normal inbound call operating hours per business day. c. of the hours within the normal daily business operating hours for inbound calls, will have an ASA of less than *** Proprietary and Confidential This Agreement and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party representatives, and Supplier except under written agreement by the contracting Parties. 6.1 Methods and Procedures (M&P)

MANUAL PROCESSING. SLA 1. of all Lines of Service (LOS) received by STI in a one-month *** period will be entered into the AT&T defined system of record within the shipping cut off window. 2. of LOS received by STI in a one-month *** period will be entered by STI correctly into the order entry and billing systems of record as it was received by STI’s ASP Solution. Orders that deviate from AT&T eCommerce Shipped As Ordered (SAO) policy will be excluded from the SLA and remedies in this document. 3. Inbound Call Handling Service Levels a. Less than ***% of all calls offered in a given month will be abandoned b. of calls offered to an agent will be answered in less than *** by a live agent, during the normal inbound call operating hours per business day. c. of the hours within the normal daily business operating hours for inbound calls, will have an ASA of less than *** Proprietary and Confidential This Agreement and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party representatives, and Supplier except under written agreement by the contracting Parties. 6.1 Methods and Procedures (M&P)