NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance.
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Levels Service Credit for each Service Period Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold [Accurate and timely billing of Customer Accuracy /Timelines at least 98% at all times [ ] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Access to Customer support Availability at least 98% at all times [ ] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Complaints Handling Availability/Timelines At least 98% at all times [ ] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure provision of specific Goods and/or Services Quality at least 98% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Timely provision of the Goods and/or Services [** hours a day, ** days a week.] Goods and/or Services Availability at least 98% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure] The Service Credits shall be calculated on the basis of the following formula: [Example: Formula: x% (Service Level Performance Measure) - x% (actual Service Level performance) = x% of the Call Off Contract Charges payable to the Customer as Service Credits to be deducted from the next Valid Invoice payable by the Customer Worked example: 98% (e.g. Service Level Performance Measure requirement for Service Level Performance Criterion of accurate and timely billing to Customer) - 75% (e.g. actual performance achieved against this Service Level Performance Criterion in a Service Period) = 23% of the Call Off Contract Charges payable to the Customer as Service Credits to be deducted from the next Valid Invoice payable by the Customer]
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. 12/08/2013 ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Levels Service Credit for each Service Period Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold [Accurate and timely billing of Customer Accuracy /Timelines at least 98% at all times [98] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Access to Customer support [08:00 to 18:00, Monday to Friday days a week.] Availability at least 98% at all times [98] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Complaints Handling Availability/Timelines At least 98% at all times [ ] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Timely provision of the Services [08:00 to 18:00, Monday to Friday days a week.] Services Availability at least 98% at all times [98%] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure]
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Level Ref Detail Target Measurement System Availability The System should be available at all times during core hours. Planned maintenance should be undertaken during none core hours. GPS will accept a maximum of 10 hours unplanned down time per annum without penalty. 100% per annum Monthly performance reports emailed to GPS and verified by Contracting Bodies Telephone System The supplier should answer all telephone calls within 30 seconds and provide a monthly telephone call log to GPS via email 98% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies User Queries The supplier should respond to all user queries, regardless ofwhether placed via the system, via the phone or via email within 1 hour. 98% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies Booking Confirmations – Online Users should receive their booking confirmation via the system within 5 seconds. 100% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies Booking Confirmations - Offline Users should receive their booking confirmation from the offline team within 2 hours. 100% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies Travel Ticket(s) Users should receive their travel tickets (if not issued at the time of booking) when being sent by the supplier, no later than the day before the departure date. 100% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies Ticket Refunds Refunds being processed by the supplier should be completed within 5 days from receipt of unused tickets and any monies returned to the user 100% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies Service Credit Calculation: Performance against service levels will be measured, reported and monitored on a monthly Basis. Service credits will apply if a service level is missed for any rolling 3 month period. A Service Credit will be £100. If a Supplier misses the required % target for 3 consecutive months, a service credit will apply and this will be formally documented at the subs...
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Command and House Papers Service Service Level Performance Criteria KPI Key indicator Service Level Performance - measure Target Performance Level Service Credit General Service Level Performance Criteria ANNEX 1 TO PART B: PERFORMANCE MONITORING PRINCIPAL POINTS Part B to this Call Off Schedule 6 provides the methodology for monitoring the provision of the Services: to ensure that the Supplier is complying with the Service Levels; and for identifying any failures to achieve Service Levels in the performance of the Supplier and/or provision of the Services ("Performance Monitoring System").
NATURE OF SERVICE CREDITS. 5.1 Service Credits shall, at Game Distributor’s discretion, be either: (i) payable as a debt due by Supplier to Game Distributor within thirty (30) Business Days of the date on which they accrue; or (ii) set off against any sum payable by Game Distributor to Supplier in the following month(s).
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. 12/08/2013 ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Level Agreement - Managed Learning Service SLA ref Service Level Performance Criterion Timescales Service Level Target Service Level Performance Measure Service Level Threshold Service Credit Customer Service SLA1 [Consistent functionality of Customer Service Support (telephony, emails, course booking service)] [Customer service support is contractually required to be operational between the hours of 08:30 and 17:30 on any working weekday (excluding bank holidays). ] [95%] [At least 95% at all times] [Less than 95%] [100 credits for each 1% below target] SLA2 [Response time to answering telephones] [All calls must be answered within 20 seconds.] [95%] [At least 95% at all times] [Less than 95%] [50 credits for each 1% below target] SLA3a [Resolution of telephony enquiries] [within 24 hours (working hours) of receipt] [95%] [At least 95% at all times] [Less than 95%] [50 credits for each 1% below target] SLA3b [within 3 working days of receipt] [100%] [100% at all times] [Less than 100%] [50 credits for each 1% below target] SLA4a [Resolution of email enquiries] [within 24 hours (working hours) of receipt] [90%] [At least 90% at all times] [Less than 90%] [50 credits for each 1% below target] SLA4b [within 5 working days of receipt] [100%] [100% at all times] [Less than 100%] [50 credits for each 1% below target] SLA5 [Acknowledgement of complaints] [within 24 hours (working hours) of receipt] [100%] [100% at all times] [Less than 100%] [100 credits for each 1% below target] SLA6 [Resolution of complaints] [within 10 working days of receipt] [100%] [100% at all times] [Less than 100%] [100 credits for each 1% below target] Booking SLA8 [Acknowledgement of booking] [within 24 hours (working hours) of receipt] [100%] [100% at all times] [Less than 100%] [50 credits for each 1% below target] SLA7 [Joining Instructions sent to delegates] [2-5 weeks before start ] [100%] [100% at all times] [Less than 100%] [50 credits for each 1% below target] SLA9 [Acknowledgement of cancellation to individual and line manager] [within 24 hours (working hours) of receipt] [100%] [100% at all times] [Less than 100%] [50 credits for eac...
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Levels Service Credit for each Service Period Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold ANNEX 1 TO PART B: PERFORMANCE MONITORING PRINCIPAL POINTS Part B to this Call Off Schedule 6 provides the methodology for monitoring the provision of the Services: to ensure that the Supplier is complying with the Service Levels; and for identifying any failures to achieve Service Levels in the performance of the Supplier and/or provision of the Services ("Performance Monitoring System"). Within twenty (20) Working Days of the Call Off Commencement Date the Supplier shall provide the Customer with details of how the process in respect of the monitoring and reporting of Service Levels will operate between the Parties and the Parties will endeavour to agree such process as soon as reasonably possible.
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE OH SERVICE LEVELS Service Level Performance Criterion Description Service Level Performance Measure Service Credit Payable (%) Online Portal Online Portal to be available fifty two (52) weeks a year 24 hours a day except for agreed downtime and maintenance which will be agreed with the City of York Council at least seventy two (72) hours in advance of such work being carried. Supplier responses via online portal to be available, fifty two (52) weeks a year, Monday to Friday 08:00 to 18:00, excluding Public and Bank Holidays 98% 2% Service Credit gained for every case in breach of Service Level Performance Measure over and above 1 failure Telephone Support Services All telephone support line Services to be available Monday to Friday 08:00 to 18:00, fifty-two (52) weeks a year (or as defined by the Contracting Authorities) excluding public and bank holidays. 98% 2% Service Credit gained for every case in breach of Service Level Performance Measure over and above 1 failure Occupational Health Physicians and Occupational Health Advisors to be available Monday to Friday 08:00 to 18:00, fifty two (52) weeks a year (or as defined by the Contracting Authorities) excluding public and bank holidays 98% 2% Service Credit gained for every case in breach of Service Level Performance Measure over and above 1 failure All calls to be answered within five (5) rings 98% 1% Service Credit gained for every case in breach of Service Level Performance Measure over and above 1 failure All telephone messages and emails to be responded to within 24 hours 98% 1% Service Credit gained for every case in breach of Service Level Performance Measure over and above 1 failure Case Management Occupational Health Advisor or Occupational Health Physician face to face consultation to be held and report to be provided within 10 working days of City of York Council Personnel referral (including confirmation of appointment to the employee and line manager) 98% 1% Service Credit gained for every case in breach of Service Level Performance Measure over and above 1 failure Occupational Health Advisor telephone consultation to be held and report to be delivered within four (4) w...
NATURE OF SERVICE CREDITS. The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: Not used ANNEX 1 TO PART B: PERFORMANCE MONITORING PRINCIPAL POINTS Part B to this Contract Schedule 6 provides the methodology for monitoring the provision of the Goods and/or Services: to ensure that the Supplier is complying with the Service Levels; and for identifying any failures to achieve Service Levels in the performance of the Supplier and/or provision of the Goods and/or Services ("Performance Monitoring System"). Within twenty (20) Working Days of the Contract Commencement Date the Supplier shall provide the Customer with details of how the process in respect of the monitoring and reporting of Service Levels will operate between the Parties and the Parties will endeavour to agree such process as soon as reasonably possible.
