Service Levels; Reporting Clause Samples
The 'Service Levels; Reporting' clause defines the standards of performance that a service provider must meet and outlines the requirements for monitoring and reporting on these standards. Typically, it specifies measurable criteria such as response times, uptime percentages, or resolution periods, and mandates regular reporting—often through periodic performance reports or dashboards—to demonstrate compliance. This clause ensures transparency and accountability by providing the client with clear evidence of service quality, and it helps identify and address performance issues promptly.
Service Levels; Reporting. (a) Provider agrees that, from and after the Process Take-On Date, that its performance of the Services will conform to the requirements of the applicable Service Levels set forth in the SERVICE LEVELS SCHEDULE (SCHEDULE B) to this Agreement (as such schedule may be modified from time to time pursuant to 2.4(b) below). Provider will measure its performance of the Services relative to the Service Levels.
(b) Company and Provider will, [***]* review and consider commercially reasonable changes, modifications, deletions and replacements of and additions to the Service Levels and the Service Credits for the purposes of better and more timely reflecting, facilitating and supporting the continuing development, and evolving priorities of the Company Group and the Company Group Business. Any such changes will be implemented through the Change Control Procedures. The Service Levels shall not be changed, modified or adjusted downward or upward without the prior written agreement of the Parties. [***]* The Parties agree to cooperate and deal with each other in good faith to promptly resolve on a reasonable basis in consonance with the purposes of the review process, any differences between the Parties regarding appropriate changes to, modifications of, additions to, deletions of and replacements of the Service Levels and the Service Credits.
(c) Provider shall implement the necessary measurement and monitoring tools and procedures to measure and report Provider's performance of the Services against the Service Levels as such standards and levels may be developed, modified and changed during the Term and as the Services may evolve and be supplemented and enhanced during the Term. Such measurement and monitoring shall permit reporting at a reasonable level of detail sufficient to verify compliance with the Service Levels and application of any attendant Service Credits. Provider shall prepare and maintain detailed records regarding its compliance with the Service Levels and the determination and application of attendant Service Credits, and shall permit Company and its designees access to all such records for the purposes of performing verifying audits, planning and identifying possible process improvements. Upon request Provider shall provide Company with information and reasonable access to such tools and procedures, and the records relating thereto, for purposes of verification of the reported performance levels.
(d) Provider shall provide Company with the reports r...
Service Levels; Reporting. 3 2.5 Service Credits; Fees at Risk.......................... 4 2.6 Sole and Exclusive Remedy; Option...................... 4 2.7
Service Levels; Reporting. Sun Country and the Sun Country Providers will comply with the service levels, procedures, reporting requirements, tracking requirements, and other performance standards set forth in the attached Exhibit C or any applicable Carrier Work Order (the “Performance Standards”).
Service Levels; Reporting. Airborne Global and the Airborne Global Providers will comply with the service levels, procedures, reporting requirements, tracking requirements, and other performance standards set forth in the attached Exhibit C or any applicable Work Order (the “Performance Standards”).
Service Levels; Reporting. Provider agrees that its performance of the Services will meet or exceed each of the applicable Service Levels set forth in the Service Levels and Service Credits Schedule to this Agreement, subject to the limitations and in accordance with the provisions set forth in this Agreement. In addition, all Services without expressly defined Service Levels will meet or exceed acceptable industry standards for leading information technology services providers and will be performed at service levels that meet or exceed the level of service provided to Company during the twelve (12) month period immediately prior to the Effective Date. Provider will measure its performance of the Services relative to the Service Levels in accordance with the Service Levels and Service Credits Schedule.
Service Levels; Reporting. Hawaiian and the Hawaiian Providers will comply with the service levels, procedures, reporting requirements, tracking requirements, and other performance standards set forth in the attached Exhibit C or any applicable Carrier Work Order (the “Performance Standards”).
Service Levels; Reporting