TARGET SERVICE LEVELS. Average speed of answer is fifteen (15) seconds, abandon rate of no more than 2%, and an overall service level of 85%. The averages will be calculated on a weekly basis.
TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds will aim to deal with these issues within the Target Response Times below. Response Time means the time from receipt of the request by the Facilities Team until an initial inspection and, where appropriate, temporary repair has been completed. In some cases an ‘initial inspection’ can be carried out by discussion with the customer without a site visit. Completion Time means the time from receipt of the fault report by the Facilities Team until a long term repair or partial/complete replacement has been carried out. Working Hours means hours which are within the Core Working Hours (8.00am and 4.00pm Monday to Friday), and Working Days is construed accordingly. Target Response Times Priority Response Time Examples Priority 1 - Emergency Action work - immediate response Attend site - within 1 hour (normal working hours*) Attend site - within 2 hours (other times, this could be carried out by a sub- contractor) A request is deemed an emergency where a person’s safety or building structures are in danger, such as: • Tree’s falling on roads/footpaths • Tree’s falling on buildings • Clearing of footpaths in severe snow conditions or icy weather • Flooding Priority 2 – Urgent Attend site - within 2 hours (normal working hours*) Attend site - within 6 hours (other times, this will be carried out usually by a sub- contractor) Examples of requests deemed urgent could be :- • General access requests (clearing blocked entrances/exits) • Event requirements (grass cutting) • Road/footpath closures • Clearing of non-priority areas for Snow/Ice (i.e. Halls) • Securing boundary fences Priority 3 - Non Urgent Attend site - within 24 working hours Work Completed – within 3 days Examples of requests deemed non- urgent could be:- • Grass Cutting • Overgrown shrubbery preventing access for contractors • Overhanging branches • Requests from community users of sports facilities including requests from sports centre. • Planting • General public requests (boundary issues) • Pitch marking on sports facilities Priority 4 - Minor Improvement Works Attend Site - within 14 days to assess the work requirements. Work Completed - within 4 weeks Examples of minor improvement requests could be:- • Fence erecting • Renovation clearance...
TARGET SERVICE LEVELS. 5.2.1 The target ASR percentages (which should be equalled or exceeded) for each destination are as agreed between the Parties from time to time. The target MFCT is four hours or less in each calendar month
TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds window cleaning will aim to deal with, all requests outside of the standard service scheduled routine, issues will be dealt with case by case and an agreed timeframe for start and completion dates by both parties. Response time to any request, will be within the same day (within working hours)
TARGET SERVICE LEVELS. 5.1.1 Service Levels shall be measured continually and reported on at the end of every month following completion of the Service take-on acceptance and commencement of the On- going Service.
TARGET SERVICE LEVELS. 22.1. ProSystem shall use reasonable endeavors to fix or provide a work around to any service-related problem that affects the functionality, performance or availability of The Customers hardware and or software. ProSystem will make all reasonable endeavors to meet the service criteria detailed in the table below Fault Category Target Response Time Progress Updates Priority 1 1 hour from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 1 hour from receipt of all relevant information. Priority 2 2 hours from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 4 hours from receipt of all relevant information. Priority 3 12 hours from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be available next day from receipt of all relevant information. Priority 4 24 hours from the first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 24 hours from receipt of all relevant information. Priority 5 48 hours from the first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 48 hours from receipt of all relevant information.
TARGET SERVICE LEVELS. The Target Service Levels are the minimum levels of service that the customer should expect for the duration of this agreement. The network elements will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 of Saturdays. MKIPs Business systems will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. The Exchange system and Home server will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays) and 09:00 to 16:00 on Saturdays. The Intranet will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. Websites will be available 98% of the time between 08:00 and 18:00 Monday to Friday (including Bank Holidays), and 09:00 to 16:00 on Saturdays.
TARGET SERVICE LEVELS. 5.1 Where any Service is stated in Schedule 2 to be subject to a specific Target Service Level, the Service Provider shall provide that Service in such a manner as will ensure that the Achieved Service Level in respect of that Service is equal to and not less than 10% lower than such specific Target Service Level set out in Schedule 2.
TARGET SERVICE LEVELS. The Target Service Levels are the minimum levels of service that the customer should expect for the duration of this agreement. ▪ The network elements will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 of Saturdays. ▪ MKIPs Business systems will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. ▪ The Exchange system and Home server will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays) and 09:00 to 16:00 on Saturdays. ▪ The Intranet will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. ▪ Websites will be available 98% of the time between 08:00 and 18:00 Monday to Friday (including Bank Holidays), and 09:00 to 16:00 on Saturdays. *Please note that the expectation and intention is that most business systems will be available 24 x 7. This reflects the shift in culture towards flexible working, and staff and customers’ expectation of system availability. However, this service takes account of data backups, scheduled and unscheduled maintenance, hence the figures quoted.
TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds window cleaning will aim to deal with, all requests outside of the Standard service scheduled routine, issues will be dealt with case by case and an agreed timeframe for start and completion dates by both parties. Response time to any request, will be within the same day (within working hours) Working Hours means hours which are within the Core Working Hours (8.00am and 13.00pm Monday to Thursday), and Working Days is construed accordingly.
