Common use of Calculation of Service Level Credits Clause in Contracts

Calculation of Service Level Credits. 3.1 Where there is a failure to meet one or more of the Service Availability measures outlined in article 2.1 of this schedule the number of points specified under the heading Credit Points, will be totaled and assessed on a monthly basis. 3.2 IVR Service Availability will be calculated each month but averaged with the previous month's IVR Service Availability. If there is no data available for the previous month the current month data will be used with no averaging applied. Planned Service Outages are not included in the calculation of IVR service outages. 3.3 TELUS will reduce the next monthly payment for IVR services according to the following table: Total credit points from the Service level credits percent current month's data reduction of next month's billed services 5 points 0 10 points 2 15 points 4 20 points 6 25 points 8 30 or more points 10