Measurement Criteria. All timelines will be stated in working days. A process may have sub timelines and these will be added together as appropriate for an end to end market service process. The measurement of the SLAs will use the standard definition of a working day in Ireland. The start day for SLAs will be the next working day when electronic messages are received or sent outside normal working hours. Day zero is referred to the working day that a service request is recorded. For clarity, a request made at any time during day one will need to be completed at any time the following day if the timeline is one working day. As an example, a requests made at 9 am and 6 pm on Monday will both need to be completed by midnight on Tuesday if the timeline is one working day. The performance criteria for DSO are based on completed transactions for each market process covering an agreed period of time of operation. The performance criteria will cover the volume of completed transactions, the measurement of each completed transaction for a process against the SLA timeline and provision of the percentage of total transactions achieving the agreed targets. Measurement of the SLA will cover all completed transactions for a process. However it is inevitable that a small number of exceptional transactions will require special manual handling for a number of reasons1. To accomodate such cases the performance criteria will be based on the volume of completed transactions and not individual transactions2. The performance criteria associated with each SLA MPD are outlined below. The Overall Performance (OP), as provided in the Tables is an indication of the % of completed transactions that will be completed within the SLA Timeline or within twice the timeline. The performance standards are based on a normal steady state conditions and associated volumes of business process transactions. 1 For example, exceptional conditions, IT system errors, data errors, downtime.
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