SERVICE LEVELS AND SERVICE CREDITS. This Clause 13 shall apply where the Customer has specified Service Levels and Service Credits in the Call Off Order Form. Where the Customer has specified Service Levels but not Service Credits, only sub-clauses 13.2, 13.3 and 13.7 shall apply. When this Clause 13.2 applies, the Parties shall also comply with the provisions of Part A (Service Levels and Service Credits) of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). The Supplier shall at all times during the Call Off Contract Period provide the Goods and/or Services to meet or exceed the Service Level Performance Measure for each Service Level Performance Criterion. The Supplier acknowledges that any Service Level Failure may have a material adverse impact on the business and operations of the Customer and that it shall entitle the Customer to the rights set out in Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring) including the right to any Service Credits. The Supplier acknowledges and agrees that any Service Credit is a price adjustment and not an estimate of the Loss that may be suffered by the Customer as a result of the Supplier’s failure to meet any Service Level Performance Measure. A Service Credit shall be the Customer’s exclusive financial remedy for a Service Level Failure except where: the Supplier has over the previous (twelve) 12 Month period accrued Service Credits in excess of the Service Credit Cap; the Service Level Failure: exceeds the relevant Service Level Threshold; has arisen due to a Prohibited Act or wilful Default by the Supplier or any Supplier Personnel; and results in: the corruption or loss of any Customer Data (in which case the remedies under Clause 34.2.8 (Protection of Customer Data) shall also be available); and/or the Customer being required to make a compensation payment to one or more third parties; and/or the Customer is otherwise entitled to or does terminate this Call Off Contract pursuant to Clause 41 (Customer Termination Rights) except Clause 41.7 (Termination Without Cause). Not more than once in each Call Off Contract Year, the Customer may, on giving the Supplier at least three (3) Months’ notice, change the weighting of Service Level Performance Measure in respect of one or more Service Level Performance Criteria and the Supplier shall not be entitled to object to, or increase the Call Off Contract Charges as a result of such changes, provided that: the total number of Service Lev...
SERVICE LEVELS AND SERVICE CREDITS. [In Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] 12
SERVICE LEVELS AND SERVICE CREDITS. 13.1 The Parties shall comply with the provisions of Part A (Service Levels and Service Credits) of Schedule 6 (Service Levels, Service Credits and Performance Monitoring).
SERVICE LEVELS AND SERVICE CREDITS. 9.1 This clause 9 shall apply where stated in the Contract Particulars.
SERVICE LEVELS AND SERVICE CREDITS. 9.1.1 The Parties hereby agree that GEFA shall procure that the GEFA Companies comply with the Service Levels in accordance with Schedule 2.
SERVICE LEVELS AND SERVICE CREDITS. The Supplier shall at all times during the Call Off Contract Period provide the Services to meet or exceed any Service Levels set out in Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). The Supplier acknowledges that any failure to meet a Service Level may have a material adverse impact on the business and operations of the Customer and that any such failure shall entitle the Customer to Service Credits calculated in accordance with the provisions of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). The Supplier acknowledges and agrees that any Service Credit is a price adjustment and not an estimate of the Loss that may be suffered by the Customer as a result of the Supplier’s failure to meet any Service Level, and is without prejudice to any remedies the Customer may have under this Call Off Contract or at Law resulting from, or otherwise arising in respect of, any breach by the Supplier of this Call off Contract in relation to Service Levels. The Supplier shall implement all measurement and monitoring tools and procedures necessary to measure, monitor and report on the Supplier’s performance of the provision of the Services against the applicable Service Levels at a level of detail sufficient to verify compliance with the Service Levels. The Supplier shall obtain Approval of the relevant measuring and monitoring tools and procedures prior to using the same. The Customer shall be entitled to review the Service Levels annually (or otherwise as required) and make such adjustments to them as the Customer deems appropriate, including adjustments and improvements resulting from improved performance capabilities, and the Parties acknowledge and agree that: the Service Levels and the measurement and monitoring tools and procedures referred to in Clause 14.3 will be improved over time (including improvements and adjustments to reflect improved performance capabilities) at no extra cost to the Customer; and such adjustments or improvements shall not be deemed to be subject to the Variation Procedure.
SERVICE LEVELS AND SERVICE CREDITS. Service Credits will not apply to this Call-Off Contract. The required Service Maintenance Level is: Call-Off Schedule 14 Part B as set out in Service Offer Reference No. RM3808-Lot6-O2-SO7. The Service Credit Cap is in accordance with Call-Off Schedule 14 (Service Levels) Service Credits shall not apply to this Call-Off Contract. The Service Period is one (1) Month. XXXXXXXX’S AUTHORISED REPRESENTATIVE Xxxxxxx Xxxxx Frameworks Team Manager XXXxxxxxxxxXxxxxxxx@x0.xxx 000 Xxxx Xxxx, Xxxxxx, Xxxxxxxxx, XX0 0XX XXXXXXXX’S CONTRACT MANAGER [Insert Sales Person’s name] [Insert role] [Insert email address] 000 Xxxx Xxxx, Xxxxxx, Xxxxxxxxx, XX0 0XX PROGRESS REPORT FREQUENCY On the first Working Day of each calendar month. PROGRESS MEETING FREQUENCY Quarterly on the first Working Day of each quarter OPERATIONAL BOARD Not applicable when the Call-Off Contract is awarded through a direct award procedure. KEY STAFF Not Applicable KEY SUBCONTRACTOR(S) Not Applicable COMMERCIALLY SENSITIVE INFORMATION Not applicable For and on behalf of the Supplier: For and on behalf of the Buyer: Signature: Signature: Name: Name: Role: Role: Date: Date:
SERVICE LEVELS AND SERVICE CREDITS. 14.1 The Service Provider shall meet the Service Levels specified in this Contract when performing the Services.
SERVICE LEVELS AND SERVICE CREDITS. [NOTE – SERVICE LEVELS TO BE POPULATED – THE BELOW PROVIDES A SAMPLE TEMPLATE ONLY]
SERVICE LEVELS AND SERVICE CREDITS. 13.1 On and from the Commencement of Service Date, the Contractor shall provide the Services to the BBC in accordance with the Service Levels.
