Service targets. The Client hereby acknowledges that where the Order Form specifies a fixed number of deliverables from any Service, or any particular parameter as an outcome from any Service (for example, and without limitation, a specific number of leads, a specific number of attendees at any event, a specific number of views of or a specific timeframe for performance), that such numbers or parameters shall be deemed to be targets or estimates, and are non-binding unless expressed to the contrary.
Service targets universalization targets set for the provision of the SERVICES as set out in ANNEX III - PERFORMANCE INDICATORS AND SERVICE TARGETS.
Service targets. 1. OVERVIEW Introduction We are a growing company with a genuine love of what we do – delivering technology services to schools and businesses that care about providing a high quality working environment. Without you, we couldn’t continue to prosper and grow. A Service Level Agreement, or ‘SLA’ is a working document, referred to frequently as part of measuring and monitoring the quality of service being provided. We see it as a vital part of every Review Meeting that we hold with our Customers, a reference point for both Customers and Concero, to ensure that the service we provide is delivered exactly to the standard our Customers demand. Our Products We provide different levels of service to suit a variety of Customer needs: *Sold in batches of 23 sessions (1 session = 3 hours) **Sold in batches of 19 sessions (1 session = 2 hours) We can also provide bespoke product offerings that contain a range of the above features in order to best accommodate individual Customer needs.
Service targets. Set out below are the service levels we will provide. These will be monitored closely, reported monthly and will be discussed formally in a Quarterly Review Meeting. Measure Service Level Target INCIDENT FIRST RESPONSE TIME – NONAUTOMATED* Urgent – 1 working hr** 95% High – 2 working hrs** 95% Normal – 4 working hrs** 95% Low – 8 working hrs** 95% TIME TO FIX – INCLUDES BOTH REMOTE (SERVICE DESK) AND ONSITE WORKING HOURS Urgent – 8 working hrs 95% High – 16 working hrs 95% Medium – 40 working hrs 95% Low - 80 working hrs 95% CUSTOMER SATISFACTION Percentage of Customers that are satisfied with Concero 95% *Nonautomated refers to a Concero staff member acknowledging an incident (via any medium) as opposed to an automated email.
Service targets. Notwithstanding any provision herein to the contrary, LIFFE shall not be responsible for any Service Target that is not met to the extent such failure to meet such Service Target is caused by any applicable CBOT Electronic Exchange Parameters and/or Service Thresholds having been exceeded.
Service targets. 1.1 The Council’s Link Officer and the Organisation’s Chief Executive shall meet monthly, to monitor performance and to agree and plan developmental activity.
Service targets. Priority Levels % number of incidents resolved within target time Priority 1 85 Priority 2 80 Priority 3 70 Priority 4 65 Priority 5 60 Service Management
Service targets. The service targets and priority ratings covered by this agreement are defined in the Table 1 of the SLA Chart. 7 Support Support processes Customer designated account holders can register issues via: The Mapwork’s support number during business hours. o +00 0 0000 0000 The Mapwork’s tracking system available 24/7. o xxxxx://xxxxxxx.xxxxxxxx.xx Tickets will be routed accordingly after ticket lodgement and will be responded and resolved subject to available triage, and support hours from IaaS providers. Refer to the SLA Chart Table 2 for Incident Priority and Table 1 for Response, Resolution and Recovery Targets. Scheduled Outages Times for scheduled outages will be provided to the Customer with 2 weeks advance notice and will be performed during periods that will minimise the impact upon the Customer. Eligible customer will have the ability through this mechanism to request that any outage they have been notified of be rescheduled. Mapworks will endeavour to comply with such reschedule requests where its impact minimises compromising its support agreement with all customers.
Service targets. The Provider shall deliver the service targets stated in Table 2 below. Table 2 – Service Target Service Period Target # This table will be completed according to the response to Appendix VII
Service targets. The community pharmacy should provide two full AUDIT’s a week. The community pharmacy will be monitored by CPWY every month on the number of AUDIT C’s and full AUDITs undertaken/provided and follow ups made. If a community pharmacy is not delivering two full AUDITs a week the Council retains the right to remove the Community Pharmacy from the service. A Community Pharmacy not meeting the minimum target will be informed of this and given one calendar month to improve prior to removal from the service. If a Community Pharmacy is not undertaking or attempting to undertake follow up’s the Council retains the right to remove the Community Pharmacy from the Service.
