Service Levels and Key Performance Indicators Sample Clauses

Service Levels and Key Performance Indicators. Schedule F, specifies the Service Levels for certain specified Services and the process for measuring and reporting such Service Levels and any KPIs generally. Service Level Credits for such Service Levels shall be calculated in accordance with Schedule F.

Service Levels and Key Performance Indicators. Key Performance Indicators (KPIs) are essential in order to align supplier performance with the requirements of the Authority and to do so in a fair and practical way. KPIs have to be realistic and achievable; they also have to be met otherwise indicating that the service is failing to deliver. Without the use of service credits in such a situation, this service failure places strain on the relationship as delivery fall short of agreed levels. As a result, the only recourse would be to terminate and seek alternative supply. The use of a strong service credit regime accompanied by a proactive approach to correcting failures and addressing their cause improves the relationship and enables a partnership rather than a confrontational style of working. Its focus is on managing and improving service. It is NOT about taking cost out of the service to the Authority. The use of service credits is governed by the following principles:  Service credits sit within the wider service management approach being pursued by The Contractor and the Authority.

Service Levels and Key Performance Indicators. 11.1. Supplier must provide the service delivery in line with the mandatory service level agreements as set out in Annex 3 of the Draft Contract and the additional Service Level Agreements in Annex A – Additional Service Level Agreements, of this specification.

Service Levels and Key Performance Indicators. The OH Service Provider shall meet all the KPI’s listed below: Service Level Performance Measure: On-line Portal On-line Portal to be available fifty-two (52) weeks a year, Monday to Friday 08:00 to 18:00 hours, excluding Public and Bank Holidays, except for agreed downtime and maintenance which will be agreed with the Contracting Authority at least seventy-two (72) hours in advance of such work being carried out. <98% >= 98% and < 100% 100% Critical Service Level Telephone Support Services All telephone support line Services to be available Monday to Friday 08:00 to 18:00 hours, fifty-two (52) weeks a year excluding public and bank holidays. < 98% >= 98% and < 100% 100% Critical Service Level Occupational Health Physicians and Occupational Health Advisors to be available Monday to Friday 08:00 to 18:00 hours, fifty-two (52) weeks a year excluding public and bank holidays. < 98% >= 98% and < 100% 100% All calls to be answered within 30 seconds. <80% within 30 seconds >=80% <90% within 30 seconds >90% within 30 seconds All telephone messages and emails to be responded to within 24 hours (excluding Bank and Public Holidays). <97% >= 97% and < 98% >= 98% Case Management Occupational Health Advisor or Occupational Health Physician face to face consultation to be held and report to be provided within ten (10) working days of Contracting Authority Personnel referral (including confirmation of appointment to the employee and line manager). <=90 >90 and <95 % >= 95% 0.5% Critical Service Level Occupational Health Advisor telephone consultation to be held and report to be delivered within four (4) working days of Contracting Authority Personnel referral <97% >= 97% and < 99% >= 99% 0.5% Critical Service Level Occupational Health Physician telephone consultation to be held and report to be delivered within seven (7) working days of Contracting Authority Personnel referral. <90 % >=90% and <95 % >= 95% 0.5% Critical Service Level All written case reports to be right first time (with correct level of information and details). <98% >= 98% and < 100% 100% Notification to the Contracting Authority of an employee failing to attend appointment within one (1) working day of appointment being missed. <100% 100% On-site Occupational Health professionals to be available at the times agreed, including scheduled replacement OH Service Provider Personnel. <100% 100% File opinion to be delivered to the Contracting Authority within five (5) working days on receipt of request. <98% ...

Service Levels and Key Performance Indicators. 3.1 Supplier must meet or exceed all service level any or key performance indicators identified in a Purchase Order (collectively, “Service Levels”). 3.2 If Supplier fails to achieve any Service Level (a “Service Level Default”), then: (a) where a service credit is specified in a Purchase Order, Owner shall be entitled to any such credit associated with the applicable Service Level Default; and (b) Supplier shall promptly investigate the cause of such failure and take steps necessary to address and mitigate the impact of the missed Service Level and prevent such failure from recurring. Supplier shall, at no additional charge to Owner, provide all such additional resources as are necessary to perform the Services in accordance with the Service Levels promptly after the occurrence of any Service Level Default. 3.3 Where Service Levels are applicable, at Owner’s request, Supplier shall deliver to Owner detailed, well-organized and complete reports (including at Owner’s request, executive summaries) in respect of the achievement of Service Levels on a monthly basis.

Service Levels and Key Performance Indicators. The Authority will monitor the Suppliers performance of the Services and its obligations under the Agreement. The Supplier will provide a monthly report on performance against each of the KPI’s and SLA’s. A review will be included in the monthly contract management meeting. Where SLAs and KPIs are not being met to the required level the Supplier will be expected to provide an action plan and timeline to resolve areas where performance is not meeting the required standard in accordance with the Agreement. The Service Levels Agreements (SLA’s) and Key Performance Indicators (KPI’s) are defined in Appendix 4A and 4B. Payments will be on a quarterly basis. Invoices should be submitted to: Accounts payable – REDACTED The Authority operates a ‘no purchase order no pay’ police, Invoices must state the Purchase Order number.

Service Levels and Key Performance Indicators. 3.1 The SUPPLIER shall perform its obligations stated in the SUPPLIER’s Tender response to question A10 as set out in Schedule 16.

Service Levels and Key Performance Indicators. 4.1. The Supplier shall, at all times, provide the Goods and/or Services in such a manner that the Service Levels outlined in Schedule 2 (Service Levels) are achieved. 4.2. If the level of performance of the Supplier of any element of the provision by it of the Goods and/or Services during the Term of the Agreement: 4.2.1. is likely to or fails to meet any Service Level Performance Measure 4.2.2. the Supplier shall immediately notify the Purchaser in writing and the Purchaser, in its absolute discretion and without prejudice to any other of its rights howsoever arising, may: (a) require the Supplier to immediately take all remedial action that is commercially reasonable to mitigate the impact on the Purchaser and to rectify or prevent a service level failure from taking place or recurring; and (b) if the action taken under (a) above has not already prevented or remedied the Service Level Failure, the Purchaser shall be entitled to instruct the Supplier to provide and comply with a rectification plan. 4.2.3. Approval and implementation by the Purchaser 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 Purchaser.

Service Levels and Key Performance Indicators. Annex A to this Call Off Schedule 11 sets out Service Levels, the performance of which shall be measured by the Parties in each given service period, which shall be a recurrent period of one Month during the Call Off Contract Period (the “Service Period”). The Supplier shall monitor its performance of the provision by it of the Goods by reference to the relevant Performance Criteria for achieving the Service Levels shown at Annex A to this Call Off Schedule 11 and shall send the Customer a report detailing the level of service that was achieved in accordance with paragraph 3.8 of this Call Off Schedule 11. The Supplier shall, at all times, provide the Goods in such a manner that the Service Levels are achieved. If the level of performance of the Supplier of any element of the provision by it of the Goods during the Call Off Contract Period fails to achieve a Service Level, 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 under the Call Off Contract or in Law, 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 Failure from taking place or recurring; and if the action taken under paragraph 3.8.1 above has not already prevented or remedied the Service Failure, provide the Customer with a correction plan (the “Correction Plan”) within five (5) Working Days (or such other period as the Parties agree in writing) from the day the Supplier notifies the Customer under paragraph 3.8 above. The Supplier will set out in the Correction Plan the action that it will take to prevent the Service Failure or rectify and prevent the Service Failure from recurring. The Supplier will obtain the Customer’s approval of such Correction Plan (such approval not to be unreasonably withheld or delayed) and carry out the approved Correction Plan in accordance with its terms; if the Service Failure constitutes a Critical Service Failure, the Customer shall be entitled to terminate this Call Off Contract pursuant to Clause 38.5. Approval and implementation of any Correction Plan by the Customer shall not relieve the Supplier of any 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.