KPIs and Technical Support Clause Samples

The "KPIs and Technical Support" clause defines the standards for performance measurement and the obligations for providing technical assistance within an agreement. It typically outlines specific Key Performance Indicators (KPIs) that the service provider must meet, such as response times, system uptime, or resolution rates, and details the scope and availability of technical support services offered to the client. This clause ensures that both parties have clear expectations regarding service quality and support, helping to maintain accountability and address issues efficiently if performance falls short.
KPIs and Technical Support. Availability: percentage of 97% throughout each period of 30 consecutive days. Capacity: The Content must be able to handle a minimum of 50 simultaneous Customer requests per second. Response Time: The Content will not exceed an average Response Time of 1 second] over any 24-hour period, excluding any Downtime. Additional KPIs: None Technical Support The Directory Partner shall provide appropriate support when requested by VGCS in accordance with this Agreement. The Directory Partner will proactively monitor all aspects of performance and not rely upon VGCS for notification of faults. The following guidelines will be used to determine the priority of incidents and the Directory Partner’s corresponding obligation to respond and resolve such incidents involving the Content and other services delivered or under the responsibility of the Directory Partner. Priority 1 (Critical): Complete failure of the Content or a significant part of the Content or the problem creates a definite business or financial exposure or affects a large number of Customers. Response within 10 minutes and resolution within 4 hours Priority 2 (High): Content not totally down, but the affected components form a significant part of the functionality of the Content and the problem creates a possible business or financial exposure. Response within 30 minutes and resolution within 8 hours Priority 3 (Medium): The Content is largely available and the problem has little or no effect on the services provided by the Content and the problem creates no business or financial exposure. Response time within 3 hours and resolution time within 2 business days
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Related to KPIs and Technical Support

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • Technical Support Services 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • DEVELOPMENT OR ASSISTANCE IN DEVELOPMENT OF SPECIFICATIONS REQUIREMENTS/ STATEMENTS OF WORK

  • Management of Special and Technical Environment Each certificated support person demonstrates an acceptable level of performance in managing and organizing the special materials, equipment and environment essential to the specialized programs.

  • Statement of Work The Statement of Work to which Grantee is bound is incorporated into and made a part of this Grant Agreement for all purposes and included as Attachment A.