PRINCIPAL POINTS. The objectives of the Service Levels and Service Credits are to: ensure that the Goods and/or Services are of a consistently high quality and meet the requirements of the Customer; provide a mechanism whereby the Customer can attain meaningful recognition of inconvenience and/or loss resulting from the Supplier’s failure to deliver the level of service for which it has contracted to deliver; and incentivise the Supplier to comply with and to expeditiously remedy any failure to comply with the Service Levels.
PRINCIPAL POINTS. 1.1 This Part B provides the methodology for monitoring the Services:
PRINCIPAL POINTS. 3.1 The objectives of the Service Levels and Service Credits are to:
PRINCIPAL POINTS. The objectives of the Service Levels are to: ensure that the Services are of a consistently high quality and meet the requirements of the Customer; provide a mechanism whereby the Customer can attain meaningful recognition of inconvenience and/or loss resulting from the Supplier’s failure to deliver the level of service for which it has contracted to deliver; and incentivise the Supplier to comply with and to expeditiously remedy any failure to comply with the Service Levels.
PRINCIPAL POINTS. The objectives of the Service Levels are to: ensure that the Services are of a consistently high quality and meet the requirements of the Children’s Commissioner; provide a mechanism whereby the Children’s Commissioner can attain meaningful recognition of inconvenience and/or loss resulting from the Contractor's failure to deliver the level of Service for which it has contracted to deliver; and incentivise the Contractor to meet the Service Levels, deliver to the Milestones Dates as set out in Schedule 5 (Implementation Plan) and to remedy any failure to meet the Service Levels expeditiously.
PRINCIPAL POINTS. 1.1. Part B to this Schedule provides the methodology for monitoring the provision of the Services:
PRINCIPAL POINTS. The objectives of the Service Levels and Service Credits are to: ensure that the Services are of a consistently high quality and meet the requirements of the Authority and Other Service Recipients; provide a mechanism whereby the Authority and Other Service Recipients can attain meaningful recognition of inconvenience and/or loss resulting from the Contractor's failure to deliver the level of Service for which it has contracted to deliver; and incentivise the Contractor to meet the Service Levels and to remedy any failure to meet the Service Levels expeditiously. SERVICE LEVELS Part 2 of the Order Form sets out Service Levels for the Services, in respect of which the parties may include the following: the Availability of the Service; provision of Helpdesk Services; Service Failure management; and the provision of disaster recovery and business continuity services. The Contractor shall monitor its performance of the Services referred to in paragraph 2.1 by reference to the Service Level(s) for that part of the Services and shall send the Authority, and Other Service Recipients where applicable, a report detailing the level of service which was achieved in accordance with the provisions of part B of this Schedule 3. The Contractor shall, at all times, provide the Services in such a manner that the Operating Service Level for each Service is achieved. If the level of performance of the Contractor of any element of a Service during a Service Period: achieves the Operating Service Level in respect of each element of the Service, no Service Credits will be levied on the Contractor in respect of that element of the Service; is below the Operating Service Level but above the Service Threshold in respect of each element of the Service, then: the parties shall meet to discuss how the Contractor shall achieve the Operating Service Level in future; and the appropriate amount of Service Credits will accrue to the Contractor in respect of that element of the Service; and/or constitutes a Critical Service Failure, the Authority shall be entitled to terminate this Agreement pursuant to clause 43.3.1 or 43.7.1 as applicable (Termination Rights) and/or seek damages in addition to any Service Credits which have already been accrued by the Contractor and continue to accrue. The remaining provisions of this Schedule 2 are subject to the provisions of Clause 7 (Effect of Third Party Cause in the Provision of the Services). If there is a Service Failure or if the Contractor beli...
PRINCIPAL POINTS. This Part B provides the methodology for monitoring 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 delivery of the Services ("Performance Monitoring System"). Within twenty (20) Working Days of the 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. REPORTING OF SERVICE FAILURES The Customer shall report all failures to achieve Service Levels and any Critical Service Failure to the Customer in accordance with the processes agreed in paragraph 1.2 above.
PRINCIPAL POINTS. The objectives of the Service Levels and Service Credits are to: ensure that the Services are of a consistently high quality and meet the requirements of the Contracting Body; use Service Credits as a method of price adjustment to reflect poor performance in breach of the required Service Level Targets; provide a mechanism whereby the Contracting Body can attain meaningful recognition of inconvenience and/or loss resulting from the Supplier's failure to deliver the level of Services which it has contracted to deliver; and incentivise the Supplier to meet the Service Levels and to remedy any failure to meet the Service Levels expeditiously. The Parties acknowledge that: The Contracting Body will, in all cases, prefer to receive the Services within the Service Level Target in preference to receiving the Service Credits; and the Supplier shall, in all cases, seek to deliver the Services within the Service Level Target in preference to accepting a liability for Service Credits.
PRINCIPAL POINTS. 2.1 The objectives of the Service Levels are to:
