Problem Severity Level. 3 – 4. (1) Where Percentage Problem Resolution is greater than 90.00%, no Performance Credit will be due to SVCE. (2) Where Percentage Problem Resolution is equal to or less than 90.00%, SVCE shall be due a Performance Credit in the amount of 1% of the Services Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Problem Resolution.
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