SERVICE TASK ORDER PROGRAM Sample Clauses

SERVICE TASK ORDER PROGRAM. (a) The Concessionaire shall issue "Service Task Orders" (STOs) if the standards set out in Table 3 below are not met. The Concessionaire shall establish and manage a comprehensive program (including an MIS) for compiling and tracking Service Task Orders (the Service Task Order Program or STOP). [CDRL #10-09] (b) Service Task Orders shall be entered and tracked by the Service Task Order MIS application. RTD reserves the right to periodically audit actual performance and Service Task Order response times against the Concessionaire's records and field checks. (c) RTD will dispatch reported STOs to the Concessionaire for investigation, confirmation and resolution by the Concessionaire within the prescribed STO Remedy Time set out in Table 3 below. The Concessionaire shall notify RTD promptly of STOs that are reported to it, STOs of which it is aware and STOs that the Concessionaire itself discovers. When the Concessionaire remedies the matter that is the subject of an STO, the Concessionaire shall review the time of completion and compare such time against the relevant STO Remedy Time. If the Concessionaire is not able to address an STO within the relevant STO Remedy Time, STOP Points shall be assessed based on the specific issue or incident as provided in Table 3 and in this Section. (d) The Concessionaire shall ensure that RTD has a direct input interface for delivery or notice of STOs into the STOP and its management reports, via email or other RTD- approved method. (e) If an STO remains unremedied after the relevant STO Remedy Time has been exceeded, STOP Points will be assessed as follows: (i) if such STO exceeds the first 12-hour period, then at a rate equal to 125% of the STOP Points provided in Table 3; (ii) if such STO exceeds the second 12-hour period, then at a rate equal to 150% of the STOP Points provided in Table 3; (iii) if such STO exceeds the third 12-hour period, then at a rate equal to 175% of the STOP Points provided in Table 3; and (iv) if such STO exceeds the fourth (and each subsequent) 12-hour period, then at a rate equal to 200% of the STOP Points provided in Table 3. (f) If any Service Task Order has not been remedied by the end of the fourth 12-hour period referenced in paragraph (e) above, the Concessionaire shall promptly provide to RTD for its review and approval a plan (a Remedial Action Plan) that details the actions that will remedy the cause of the event, the schedule for those corrective actions and the mitigating actions th...