Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Call Off Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Call Off Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 of the Call Off Terms): [Not applied] [OR] [For the purpose of clause 13.7.1 the total number of Service Level Performance Criteria for which the weighting is to be changed should not exceed [insert number]] Guidance Note: see Clause 13 (Service Levels and Service Credits) and Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 in respect of the Supplier’s total financial liability for Service Credits. Populate the appropriate percentages of the Call Off Contract Charges that should apply to the definition of Service Credit Cap in Call Off Schedule 1 (Definitions). see Clause 13.7.1 In respect of the Customer’s right to periodically change the Service Level Performance Measures that underpin the Service Levels. Populate the maximum number of the Service Level Performance Criteria in respect of which the weightings may be changed. See the relevant definitions of the above mentioned capitalised terms in Call Off Schedule 1 (Definitions).
Service Levels/Service Credits. The Supplier shall at all times during term of this Agreement provide the Services to meet or exceed the Service Level Performance Measure for each Service Level Performance Criterion, as defined herein below. 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 it shall entitle the Customer to the rights set out in this Agreement below, including the right to any Service Credits (as defined below). The Supplier acknowledges and agrees that any Service Credit is a price adjustment reflecting the value of any lost service caused by failure to meet a Service Level. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. Other than the Customer’s termination rights as set forth in the Contract, A Service Credit shall be the Customer’s exclusive financial remedy for a failure to meet a Service Level.
Service Levels/Service Credits. [Specify any applicable Service Levels required for the on-going delivery of the Services (and not already specified in the Agreement or Specification. This should include any specific KPIs or SLAs that are not covered in the Agreement and which are specific to this engagement.]
Service Levels/Service Credits. [Not applied] [OR] [In Annex 1 of Part A of Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring)] Service Credit Cap (Contract Schedule 1 (Definitions)): [Not applied] [OR] [For the purpose of limb (a) of the definition of Service Credit Cap in Contract Schedule 1 (Definitions), the applicable percentage of the Estimated Year 1 Contract Contract Charges shall be [ ]%] [For the purpose of limb (b) of the definition of Service Credit Cap in Contract Schedule 1 (Definitions), the applicable percentage of Contract Charges shall be [ ]%] Customer periodic reviews of Service Levels (Clause 13.7.1 of the Contract Terms): Guidance Note: see Clause 13 (Service Levels and Service Credits) and Part A of Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring). If Service Levels/Service Credits are required, populate the table in Annex 1 of Part A of Contract Schedule 6 (Service Levels, Service Credits and Performance Monitoring). Service Credits will not be required in all contracts, but the higher the value, complexity or importance of the contract, the more likely that Service Credits will apply. If Service Credits have been applied: see Clause 36.2.1 in respect of the Suppliers total financial
Service Levels/Service Credits. 5. Special Terms Deloitte – Call-off Contract PRO269 - v.2 20211013
Service Levels/Service Credits. Should Zeus fail to perform the Maintenance Services in accordance with the Service Levels below, the Customer shall be entitled to claim the related Service Credit set out in the table below: Service Level Service Credit P1 Defaults in a calendar month > 4 hours but ≤ 8 hours 5% of such calendar month’s Charges for Maintenance Support Services > 8 hours but ≤ 12 hours 10% of such calendar month’s Charges for Maintenance Support Services > 12 hours but ≤ 16 hours 15% of such calendar month’s Charges for Maintenance Support Services In order to receive the Service Credit, Customer must notify Zeus in writing within 10 days after the end of the month in which the Service Credit arose. Service Credits not claimed within such period expire and are forfeited.
Service Levels/Service Credits. (a) Effective on each Commencement Date, the Service Provider agrees to perform and provide the Services that are the subject of each Service Tower in a manner that shall meet or exceed its performance obligations and other requirements set forth in Exhibit 3, the “Service Levels” Exhibit, subject to the limitations and in accordance with the provisions set forth in this Agreement. The management methodology applicable to the Service Levels is set forth in Schedule 3.1, the “Service Level Management Customer/Service Provider Confidential Execution Copy Methodology” Schedule, to Exhibit 3, the “Service Levels” Exhibit. The Service Provider further agrees that it shall perform the Services that are not subject to expressly defined Service Levels at a level of service that satisfies or exceeds the greater of (i) standards employed by other service providers performing services of similar scope and scale or (ii) the level of service and degree of accuracy, quality, completeness, timeliness, responsiveness and efficiency as was provided prior to the Commencement Date by or for the Customer Group.
Service Levels/Service Credits. 2.1 The Services shall be available at a minimum of 95% for the Reporting Period across the entire Service for all Locations and all Authorised Users of the Customer (“System Availability”).
Service Levels/Service Credits. As set out in Schedule 6 of this Lease Agreement Service Credit Cap (Lease Agreement Schedule 1 (Definitions)): As set out in Schedule 6 of this Lease Agreement Customer periodic reviews of Service Levels (Clause 13.7.1 of the Lease Agreement Terms): Not applied
Service Levels/Service Credits. Service Credit Cap (Call Off Schedule 1 (Definitions)): Contracting Authority periodic reviews of Service Levels (Clause 13.7.1 of the Call Off Terms) In Annex 1 of Part A of Call Off Schedule 6 (Service Levels, Service Credits and Performance Monitoring) For the purpose of the definition of Service Credit Cap in Call Off Schedule 1 (Definitions), the applicable percentage of Call Off Contract Charges shall be 10%. As set out in Clause 13.7.1 of the Call Off Terms
