Service Measurement. 2.1 Monitoring – Kivuto will provide twenty-four (24) hours per day, seven (7) days per week, three hundred and sixty-five (365) days per year internal and external monitoring of the Kivuto Services to ensure this service level and support is maintained. In the event of an issue, these internal and external monitoring systems will automatically contact the necessary support staff and technical resources when any system errors are identified.
Service Measurement. 1 Availability Based Service Elements
Service Measurement. 4.3.1 Tier 1 Support: • Telephone Support: 9:00 A.M. to 4:00 P.M. (GMT +8) Monday – Friday (The time excludes Malaysia & Selangor Public Holidays) High Performance: Picked up and solved by an expert personnel Low Performance: Picked up but was not attended by an expert personnel Breach: Not picked up nor solved • Email Support: 24/7, Response within 4 hours, after the TimeTec server receives the email. High performance: Received reply in less than one hour Low performance: Received reply between 1 – 4 hours Breach: Received reply after 4 hours • Live Chat Support: 24/7, Response almost immedi- ately High performance: Responded immediately Low performance: Responded within 1- 4 hours Breach: Responded after 4 hours • Skype Support: 24/7, Response almost immediately High performance: Responded immediately Low performance: Responded within 1- 4 hours Breach: Responded after 4 hours • Teamviewer Support: 24/7, Response based on agreeable scheduled appointment between TimeTec and the Customer. High Performance: Problem solved after Teamviewer session. Poor Performance: Problem only solved two days after the Teamviewer session. Breach: Problem not solved more than two days after the Teamviewer session.
Service Measurement. Periodic meetings will be held with SRR to review the service levels provided and any performance issues.
Service Measurement. Approval of standard access Roles will be reviewed and approved by SRNS Procurement-SCM within seven (7) business days, then submitted to SRNS IT for application. Emergency or priority requests will be reviewed by SRNS and SRR Points of Contact (POCs) to determine expediting procedures.
Service Measurement. Service measurement average of three (3) business days from time of receipt, for non-QA items only, barring any protracted circumstances.
Service Measurement. Liquid Waste Receipt services are provided on demand within forecasted levels. Transfer volumes are measured for each transfer and reported by the SRNS generating facility in a summary report to the SRR receiving facility on a monthly basis. Material balances for individual transfers will be performed as required by the individual transfer procedure. Specifics concerning each service are detailed in this section for each facility.
Service Measurement. Optum shall use its reasonable endeavours to provide that all valid support requests logged via the Optum customer services desk regarding the ScriptSwitch System, shall be addressed within the timescales shown below (but time shall not be of the essence in relation to such timescales):
Service Measurement. Establish the measurements to be used to make sure the optimal provision of services Measurements can be defined in terms of service availability (i.e. uptime), service performance (i.e. throughput, response time) and service quality (i.e. number of unscheduled outages, customer surveys) Service Metric Definition Baseline Low Performance High Performance Breach Table 4: Service Measurement
Service Measurement. The following measurements will be established and maintained by the Service Provider to ensure optimal service provision to the Customer: Measurement Definition Performance Target Exchange (E-Mail) Availability Percentage of time the Texas State University Exchange Server is available outside of maintenance window. 99.9% Availability TXSTATE/TSUS Domain Availability Percentage of time the Texas State University TXSTATE Domain is available outside of maintenance window. 99.9% Availability Active Directory Availability Percentage of time the Texas State University Active Directory is active and functional, outside of maintenance window. 99.9% Availability
