SERVICE LEVEL MATRIX Sample Clauses

SERVICE LEVEL MATRIX. 2.2.** Availability.
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SERVICE LEVEL MATRIX. During the period from the 2nd Amendment Date to the end of November 2013, the Parties will measure the actual Service Level attainments and thereafter mutually agree upon the Service Level metrics and credits to be included in Service Level Matrix in the form of Attachment F-1. Upon agreement, the completed Service Level Matrix shall be attached to this Schedule as a new Attachment F-1, and shall be effective, for purposes of measuring Service Provider’s performance, beginning January 1, 2014. ATTACHMENT F-1 SERVICE LEVEL MATRIX Service Metric Service Level Credit Allocation Percentage The matrix below sets forth the Service Level Credit Allocation Percentage associated with each Service Level identified for that Service. Function Area Service Level (1) Above Target Percentage Target Percentage Measurement Window Service Level Credit Allocation Percentage Critical Service Level Threshold (if applicable) Critical Service Level Credit Escalation TBD
Sample 1
SERVICE LEVEL MATRIX. Supplier shall perform the Services so as to meet or exceed the Service Levels set forth in this Exhibit B.1 (Service Level Matrix) (this “Exhibit B.1”) to Exhibit B (Service Level Agreement) of the Revised and Amended Master Services Agreement, dated as of March 2, 2009 Date, between Gap and Supplier (the “Agreement”). This Exhibit B.1 shall be effective as of March 2, 2009, except as indicated. All Presumptive Measurement Periods will be reviewed and modified, as appropriate. Terms used herein with initial capital letters shall have the meanings set forth in the Agreement and all Exhibits attached thereto. Terms used herein with initial capital letters and not otherwise defined in the Agreement shall have the meanings set forth in this Exhibit B.1. CONTENTS Exhibit B.1.1 Level 1 NA Stores Help Desk & Store Service Request Call Handling 3 Exhibit B.1.2 Store POS Priority Response Service Calls 6 Exhibit B.1.3 European Store Support 8 Exhibit B.1.4 Corporate Support Help Desk Service Levels 11 Exhibit B.1.5 Corporate Support Problem Management Service Levels 12 Exhibit B.1.6 Enterprise Network Service Levels 14 Exhibit B.1.7 Mainframe Service Levels 20 Exhibit B.1.8 Server Service Levels 21 Exhibit B.1.10 Security Incident Response Team (SIRT) Service Levels 23 Exhibit B.1.11 Corporate Production Operations Service Levels 24 Exhibit B.1.12 Distribution Center Support Service Levels 27 Exhibit B.1.13 IMAC Performance Service Levels 28 Exhibit B.1.14 Corporate Asset Management Service Levels 29 Exhibit B.1.15 Reports Service Levels 30 Exhibit B.1.16 Critical Reports Service Levels 31 Exhibit B.1.17 Critical Service Levels Performance Categories and Allocation of Pool Percentages as of the Effective Date 34 Exhibit B.1.19 Monthly Invoice Accuracy 37 Exhibit B.1.20 Distributed Code Deployments 38 Exhibit B.1.21 Dimensions Administration 39 Gap. Inc./IBM Confidential B - 2 Service Level Matrix Exhibit B.1.1 Level 1 NA Stores Help Desk & Store Service Request Call Handling The Service Levels for NA Stores Help Desk and Service Request Call Handling are set forth below. Failure to meet any of the Service Levels set forth below shall be a Service Level Default. Service Levels Definition Floor Service Level Expected Service Level Window Service Level Type as of Effective Date Tier 1 NA Stores Help Desk Speed of Answer The time elapsed between the point from which a caller selects to speak with a CSR through the ACD and the point the call is answered by a CSR. * * M...
Sample 1
SERVICE LEVEL MATRIX. While Customer may self-categorize the severity of the issue when the initial incident is reported, the categorization of such incident for the purposes of this SLA shall be determined based upon the Definitions contained in the table below. Customer shall follow reasonable guidelines issued by Telesoft for reporting an incident as they may occur. SLA Severity Number & Category Example Stipulation Initial Acknowledgment upon Receipt Target Resolution Time 1 Critical/ Production Impacting System Crash, Data Corruption Support cases are received during the Support Hours or measurement of response starts the beginning of the next Support day. Two (2) hours during Support Hours 6 business hours 2 Not as Documented/N o Reasonable Workaround Feature does not work as documented, no reasonable workaround exists, and Customer has critical need of the feature Support cases are received during the Support Hours or measurement of response starts the beginning of the next Support day. Four (4) hours during Support Hours 3 Business days 3 Not as Documented/ Reasonable Workaround Feature does not work as documented but a reasonable workaround has been provided and Customer is able to wait until a future release for a resolution Support cases are received during the Support Hours or measurement of response starts the beginning of the next Support day. One (2) business days N/A 4 Enhancement Request Enhancement request for additional feature(s) which is/are non-existent in current version Enhancement requests are entered through the Telesoft ticketing system N/A N/A
Sample 1

Related to SERVICE LEVEL MATRIX

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • Performance Levels (a) The Performance Levels which apply to the performance by the respective Parties of their obligations under this Agreement are set out in Part 1 of Schedule 5. A failure by either Party to achieve the relevant Performance Level will not constitute a breach of this Agreement and the only consequences of such failure as between the Parties shall be the consequences set out in this Clause 5.6.

  • Switching System Hierarchy and Trunking Requirements For purposes of routing iNetworks traffic to Verizon, the subtending arrangements between Verizon Tandems and Verizon End Offices shall be the same as the Tandem/End Office subtending arrangements Verizon maintains for the routing of its own or other carriers’ traffic (i.e., traffic will be routed to the appropriate Verizon Tandem subtended by the terminating End Office serving the Verizon Customer). For purposes of routing Verizon traffic to iNetworks, the subtending arrangements between iNetworks Tandems and iNetworks End Offices shall be the same as the Tandem/End Office subtending arrangements that iNetworks maintains for the routing of its own or other carriers’ traffic.

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