Incidence Resolution Times. The Contractor shall resolve the reported incident as indicated in the table below: Severity Level One (1) 4 hours Severity Level Two (2) 12 hours Severity Level Three (3) 24 hours Severity Level Four (4) 96 hours 5.1 The Company shall impose Service Credits if the Contractor fails to meet the agreed Service Availability requirements. 5.2 Service Credits shall be deducted from Operation & Maintenance Charges before payment is made to the Contractor. 5.3 Service Credits shall be imposed in the manner shown in the following table. Severity Level One (1) 4hrs Nil 4hrs-12hrs 0.1% of annual contract sum per each hour exceeded Above 12Hrs 0.5 % of annual contract sum per each hour exceeded Severity Level Two (2) 12 Nil 12-72 hours 0.1% of annual contract sum per each day exceeded Above 72Hrs 0.5% of annual contract sum per each day exceeded Severity Level Three (3) 24 hours Nil 24-96 hours 0.1% annual contract sum per each day exceeded Above 96 Hours 0.5% annual contract sum per each day exceeded Severity Level four (4) 4 days Nil 4-12 days 0.1% annual contract sum per each day exceeded Above 12 days 0.5% annual contract sum per each day exceeded 5.4 Service Credits shall be deducted as tabulated above and all other relevant taxation will apply.
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