Measurement Reporting. The Contractor will provide reports to AOC regarding their compliance with the SLRs. The Contractor will measure all data reasonably required by AOC to determine the Contractor’s performance of the measured Services against the applicable SLRs. Without limiting the foregoing, the Contractor will keep complete and accurate logs of all such data for no less than the duration of the Agreement. The Contractor will provide AOC with performance monitoring reports in a Web-based dashboard format that depict the current conditions across the Case Management solution. On or before the 10th calendar day of each calendar month or as otherwise requested by AOC, Contractor will deliver a performance measurement Report to AOC containing: • For each measured SLR and with respect to the immediately preceding calendar month, all data relating to the provision of the Service during the applicable month; • For each measured SLR during the immediately preceding calendar month, details of the Contractor’s performance as measured against the SLRs for such Service during the applicable month; • Details of any Scheduled Downtime which the Contractor believes has impacted the measured Services during the applicable month; and • Any other information reasonably requested by AOC from time to time. For any SLRs with a measurement period of longer than a month, the provision of the second item listed above shall apply for the calendar month on which the final date of the measurement period for such SLR falls. Upon AOC’s request, the Contractor will provide AOC data and details for measured SLRs in an AOC approved form and format containing: • All data relating to the provision of the measured SLR during the applicable day; • Details of the Contractor’s performance as measured against the SLRs during the applicable day; • Details of any measured SLRs that were supposed to be performed during the applicable day that were not fully performed as required; and • Details of any measured SLRs that were supposed to have been performed during a previous day but were not fully performed as required on that day, and the status of such measured Services. In generating data for dashboard reports provided by the Contractor, the Contractor will use, for each SLR, the measurement tools and methodologies needed to adequately measure each Service Level, or such other means as reasonably required by AOC to confirm the Contractor’s compliance with the SLRs. Contractor will also provide an online portal providing AOC with access to all the SLR data as described in this section.
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Measurement Reporting. The Contractor will provide reports to AOC regarding their compliance with the SLRs. The Contractor will measure all data reasonably required by AOC to determine the Contractor’s performance of the measured Services against the applicable SLRs. Without limiting the foregoing, the Contractor will keep complete and accurate logs of all such data for no less than the duration of the Agreement. The Contractor will provide AOC with performance monitoring reports in a Web-based dashboard format that depict the current conditions across the Case Management solution. On or before the 10th calendar day of each calendar month or as otherwise requested by AOC, Contractor will deliver a performance measurement Report to AOC containing: • For each measured SLR and with respect to the immediately preceding calendar month, all data relating to the provision of the Service during the applicable month; • For each measured SLR during the immediately preceding calendar month, details of the Contractor’s performance as measured against the SLRs for such Service during the applicable month; • Details of any Scheduled Downtime which the Contractor believes has impacted the measured Services during the applicable month; and • Any other information reasonably requested by AOC from time to time. For any SLRs with a measurement period of longer than a month, the provision of the second item listed above shall apply for the calendar month on which the final date of the measurement period for such SLR falls. Upon AOC’s request, the Contractor will provide AOC data and details for measured SLRs in an AOC approved form and format containing: • All data relating to the provision of the measured SLR during the applicable day; • Details of the Contractor’s performance as measured against the SLRs during the applicable day; • Details of any measured SLRs that were supposed to be performed during the applicable day that were not fully performed as required; and • Details of any measured SLRs that were supposed to have been performed during a previous day but were not fully performed as required on that day, and the status of such measured Services. In generating data for dashboard reports provided by the Contractor, the Contractor will use, for each SLR, the measurement tools and methodologies needed to adequately measure each Service Level, or such other means as reasonably required by AOC to confirm the Contractor’s compliance with the SLRs. Contractor will also provide an online portal providing AOC with access to all the SLR data as described in this section.
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Sources: Service Level Agreement