Service Levels and Credits. Service Levels are any agreed minimum level of service to be achieved by BT as set out in this section 5. Service Credits are any agreed remedy for BT’s failure to meet a Service Level as more fully described in this section 5. The Reporting Period is monthly. Downtime is the period of time which a qualifying priority 1 Incident(s) exists. Service Levels and Service Credits only apply to the Service components of SKU3 and SKU4 set out in section 5.1.4. BT will calculate the Service Levels over the Reporting Period on a per Order basis and provide the Customer with detailed reporting on achievement.
Service Levels and Credits. Service levels and credits are governed by the Service Level Agreement.
Service Levels and Credits a) The Company shall perform the Services during the hours of cover and within the response or fix period (“SLA”) as specified against each item of the Equipment on the Schedule. Each SLA shall be broken down as follows:
Service Levels and Credits. 3.1 Relish shall use reasonable endeavours to maintain an annual DBI Service availability of 99.99%.
Service Levels and Credits. 5.1 The Contractor shall comply with the Minimum Service Levels set out in Schedule 5 (Service Levels and Service Credits).
Service Levels and Credits. 5.1 If Proactis fails to achieve the agreed Service Levels in any relevant three-month period, then service credits will be allocated in accordance with the table below.
Service Levels and Credits. A. Overview The Fee Reductions (as defined below) have been designed to encourage the consistent and timely delivery of service and value to Agency. Fee Reductions are not intended to compensate Agency for damages, but rather to reimburse Agency for the value of the diminished services actually delivered, and to provide incentive to Contractor to achieve the stated objectives and focus on Agency’s critical needs. This Schedule outlines the circumstances under which Contractor will be subject to Fee Reductions for failure to achieve the Service Level Requirements (SLRs). For the purposes of this Schedule, “Failure,” shall mean, with respect to any SLR or KPI, the failure to meet the specified Performance Requirement for the SLR/KPI for the applicable Measurement Period. This Schedule describes the methodologies associated with measurement of and reporting on the results achieved regarding the Service Level Requirements defined below. It sets out the parameters for measuring Service Levels, including eligibility for low volume sample sizes in a Measurement Period, and remedies for SLR Failures. Regardless of SLR or KPI designation (i.e. critical or non-critical), Contractor shall perform a Root Cause Analysis (RCA) for any failure to attain the Performance Requirement. This RCA shall be provided to Agency within five (5) business days of the reported failure and include actions (with completion dates) to prevent recurrence of the failure.
Service Levels and Credits. The “Service Level Agreement” Schedule to this IT Infrastructure Statement of Work sets forth the Service Levels applicable to this IT Infrastructure Statement of Work, the manner in which Service Level Credits applicable to these Service Levels will be calculated and the At Risk Pool.
Service Levels and Credits. The “Service Level Agreement” Schedule to this ADM Statement of Work sets forth the Service Levels applicable to this ADM Statement of Work, the manner in which Service Level Credits applicable to these Service Levels will be calculated and the At Risk Pool.
Service Levels and Credits. The “Service Level Agreement” Schedule to this F&A Statement of Work sets forth the Service Levels applicable to this F&A Statement of Work, the manner in which Service Level Credits applicable to these Service Levels will be calculated and the At Risk Pool.
