PERFORMANCE GUARANTEE AGREEMENT Clause Samples

PERFORMANCE GUARANTEE AGREEMENT. The Consultant’s performance will be reviewed quarterly and formally reviewed at the end of each calendar year during the term of the Agreement. Because changes may occur during the calendar year that can impact priorities, the Consultant and the VAC reserve the right to discuss appropriate corrective action to meet performance expectations. The Consultant agrees to provide a performance guarantee to the City as specified in the following Performance Guarantee table. The total amount of Fees at Risk for the Consultant under this Agreement is fifty percent (50%) of the annual fees due to the Consultant. The calculation and payment of Fees at Risk are described below. The Consultant is responsible for requesting a quarterly performance report from the VAC and will schedule a meeting to review the report within two weeks from receipt. The measurement methodology will be on a five-point rating as follows: 5=Completely Satisfied 4=Very Satisfied 3=Satisfied 2=Somewhat Satisfied 1=Dissatisfied CUSTOMER SERVICE Total Fee at Risk 20% Maintains calendar of tasks and responsibilities and project plans/timelines Rating by VAC on a scale of 1-5 Staffs the professional services set forth in the Scope of Services with consultants with appropriate skill set Rating by VAC on a scale of 1-5 Provides services/deliverables as promised and as expected by the City Rating by VAC on a scale of 1-5 Advocates for the City with any vendor issues/disputes Rating by VAC on a scale of 1-5 Attends scheduled meetings on time Rating by VAC on a scale of 1 to 5 Communicates effectively Rating by VAC on a scale of 1 to 5 Provides necessary support to Staff Rating by VAC on a scale of 1 to 5 RESPONSIVENESS Total Fee at Risk 10% Calls and e-mails from the City are responded to within 24 hours Rating by VAC on a scale of 1-5 Resolves issues quickly and completely Rating by VAC on a scale of 1-5 Anticipates City’s and Staff’s needs Rating by VAC on a scale of 1-5 Follows through on all requests from the City and Staff Rating by VAC on a scale of 1-5 REPORTING AND CONTRACTS Total Fee at Risk 20% All agreed upon deliverables are provided on time Rating by VAC on a scale of 1-5 All RFP Work Plan milestones are completed by target dates Satisfactory performance is measured by adherence to the implementation timetable mutually agreed upon by the Consultant and the VAC Successfully negotiate City vendor contracts and associated costs Rating by VAC on a scale of 1 to 5 Reports and all other informati...