Performance Guarantee Standards Sample Clauses
Performance Guarantee Standards. Castlight shall satisfy the following elements:
a. Evaluate User satisfaction with the Services, using sound mechanisms for data collection and reliable methodologies for evaluating and analyzing satisfaction data, including documentation of areas of dissatisfaction. Anthem shall have reasonable input into the content of the satisfaction survey, if Anthem so requests.
b. Take actions that Anthem and Castlight mutually agree are likely to improve the identified areas of dissatisfaction.
Performance Guarantee Standards. Except for Severity 1 issues, which must be reported upon discovery, Castlight must respond to 95% of issues within one (1) business day after receiving notification thereof, measured monthly. For ordinary questions, Castlight shall respond in no less than three (3) business days. In the event Escalation is required for a Severity 1, 2 or 3, Castlight will escalate the Incident to its management and Castlight’s Anthem account team for further action, resolution and/or escalation, as necessary to resolve the Incident. In addition, once the Time Allowed Prior to Escalation has passed, Anthem may escalate an Incident to the following Castlight personnel, contacting each escalation point in the order they appear below: Castlight Account Representative: [***] email: [***], Phone: m: [***] Castlight Executive: [***] email: [***], Phone: m: [***]