Service Level Measurement. FIS shall utilize the necessary measurement and monitoring tools and procedures required to measure and report FIS’s performance of the Services against the applicable Service Levels. Such measurement and monitoring shall permit reporting at a level of detail sufficient to verify compliance with the Service Levels, and shall be subject to audit by FNF as described below in Section 5.7. FIS shall provide FNF with information regarding such tools and procedures upon request, for purposes of verification, project and contract management.
Service Level Measurement. For any Service identified in this Service Agreement, Service Level Measurements are specified measurements for quantitatively calculating the Service Provider’s actual performance. Service Level Measurements are compared with required Service Level Standards to appraise performance. Service Level Measurement and Service Level Standards information is attached to this Service Agreement in Exhibit C.
Service Level Measurement. Service Levels are based on a trouble ticketing system. Customer must report an Incident with the designated GCSC, and the GCSC registers and provides Customer with a trouble ticket number. Unless otherwise specified, the Service Level starts when the GCSC opens a case relating to a Severity Level 1 or 2 Incident, and ends when the GCSC clears the case by notifying Customer that the Incident is resolved. The Service Level will be suspended during the time Orange is waiting for information from the Customer.
Service Level Measurement. For the various service components and elements that are part of the ITUSS21 tender a set of measurable key performance indicators (KPIs) have been defined. These KPIs are the basis of the SLA. Service Level Targets (SLTs) have been defined based on European Parliament’s service requirement. The quality of the provided services will be assessed by monitoring key performance indicators (“KPI”) which will be compared to their target value (“service level target” or “SLT”). However, the mere use of KPIs does not enable a complete assessment of the quality of the services delivered and does not allow to effectively manage a continual service improvement path, which is one fundamental objective of the European Parliament in the execution of the future framework contract. Therefore a set of additional performance indicators will be defined, called “General Performance Indicators” (GPI). These indicators will be used to estimate the quality of service aspects that are not always measurable but are very important for customer and user satisfaction. During the framework contract the GPIs may evolve according with the evolution of European Parliament’s business requirements (and hence the service requirement variables and service level variables), with the changes of European Parliament’s organisation and with the technological evolution of the European Parliament’s ICT environment. In addition to KPIs and GPIs, Critical Performance Errors (CPE) have been defined. These CPEs are characterised by the unavailability or significant degradation of a service component or service element. Hence for every service component the following service criteria will be defined and followed: General Performance Indicators (GPI) Key Performance Indicators (KPI) Critical Performance Errors (CPE)
Service Level Measurement a. RapidDeploy will measure uptime monthly based on platform uptime outside of all planned mutually agreed maintenance windows.
Service Level Measurement. Beginning on the SOW Effective Date, Service Provider shall implement and operate all measurement and monitoring tools and procedures required to measure and report its performance relative to the applicable Service Level Agreement. Each Service Level Agreement will be measured on at least a monthly basis, unless otherwise indicated. Service Provider shall provide, as part of Service Provider’s monthly performance reports, a set of hard (if requested by Company) and soft-copy reports to verify Service Provider’s performance and compliance with the Service Level Agreement (“Performance Reports”).
Service Level Measurement. LPS shall utilize the necessary measurement and monitoring tools and procedures required to measure and report LPS’s performance of the Services against the applicable Service Levels. Such measurement and monitoring shall permit reporting at a level of detail sufficient to verify compliance with the Service Levels, and shall be subject to audit by FNF as described below in Section 5.7. LPS shall provide FNF with information regarding such tools and procedures upon request, for purposes of verification, project and contract management.
Service Level Measurement. Service Area: Production Uptime Objective: Grey Wall to provide 99.5% monthly uptime for Production Software Instances Measurement: For Production availability, the Production downtime shall be measured as the aggregate number of minutes during the monthly measurement period in which the Service was unavailable, divided by the total number of minutes in the monthly measurement period. The period of unavailability shall be measured from the point-in-time that such unavailability is or reasonably should have been detected by Grey Wall. (Uptime % = [1-(downtime/Production)*100%]). For example, if hosting is unavailable for a total of 200 minutes in a 30-day month, then Production Uptime is [1-(200/43,200)*100%] = 99.5% Target Service Level: Production Uptime is greater than or equal to 99.95% Minor Default: Production Uptime is less than 99.95% but greater than or equal to 98% Major Default: Production Uptime is less than 98% Measurement Period: Measured on a monthly basis. Grey Wall will measure the Production Uptime for each downtime event and in the aggregate each month during the Term, and, upon written request of Customer, report the results to Customer within ten (10) business days of the of the request. Service Level Credits: Minor Default = credit of one (1) additional day of the Service as an extension of the term of the Agreement. Major Default = credit of two (2) additional days of the Service as an extension of the term of the Agreement.
Service Level Measurement. Unless otherwise set forth herein, all Service Levels under this SSLA shall be measured on a monthly basis.
Service Level Measurement. Supplier warrants that the steps, tools, processes, workflows and interfaces provided in Appendix C-1 (Service Levels and Credits) for measuring Supplier’s performance against the Service Levels will, on a Service Level by Service Level basis, produce a system of measuring Supplier’s performance against the Service Level that is at least as automated and objective as the most automated and objective system for measuring a similar service level deployed in a comparable, well-managed commercial environment by a professional supplier performing services similar to the Deliverables.
