Minimum Performance Level (MPL) definition
Minimum Performance Level (MPL). The Minimum Performance Level is defined as a percentage of the issues resolved within defined Service Levels in a one (1) month period. For example, if there have been a total of 50 issues assigned to the Vendor over the period in question, and the MPL is 90%, then the defined Minimum Performance Level implies that providing the resolution within the defined Service Levels should have occurred: at least 0.9 * 50 = 45 times. • Credit: Defined as the revenue that Vendor will forgo as a result of not meeting pre-defined Service Levels. Credits occur if the level of performance does not meet pre-defined Service Levels. • The computation of Credits and its relationship with Service Level Parameters and their Service and Performance Levels, is explained below: Credit amount = Attributed Revenue x Revenue Risk