Performance Category Sample Clauses

Performance Category. Release Deployment 2.6.1 Virus DAT File Release High but Non-Critical less then 24 hour

Performance Category. Network 1. Internet Service Provider (“ISP”) Availability For the ISP Availability Service Level, Actual Uptime will be measured for the ISP environment and shall mean the period when the ISP environment is fully functional (allowing for workarounds within the system that are acceptable to Company) and providing Services to the entire population of Authorized Users. Calculated as Actual Uptime divided by Scheduled Uptime on a 24 x 7 basis with the result expressed as a percentage. The ISP environment includes the Internet connections, autonomous system infrastructure (DNS, BGP, etc.), routers, firewalls, and switches supporting Internet services in the data center.

Performance Category. (-ies) shall mean a grouping of Critical Service Levels as set forth in Exhibit B.1 (Service Level Matrix). Critical Deliverables do not constitute a Performance Category.

Performance Category. NETWORK The ProviderLink Network will be available 24 hours a day, 7 days a week with the exception of Planned Downtime Hours. .1) NETWORK AVAILABILITY (ALL TRANSACTIONS) (SEVERITY LEVEL 1) Objective: To ensure the availability of the ProviderLink Host Network including ESN, CBP, ORBIT, MHS (Mail) VRUs, and PLNET components, and in aggregate. Server availability will be measured until such time that transaction availability can be measured and reported: 1. 1.1) ESN 1. 1.2) CBP [*]% [*]% -[*]% <[*]% 1. 1.3) ORBIT [*]% [*]% -[*]% <[*]% [*]% [*]% -[*]% <[*]% 1. 1.4) PLNET [*]% <[*]% 1.1.5) VRUS (DISCONTINUED 9/30/99) [*]% -[*]% Network Availability is measured as the number of actual hours available as a percentage of total available hours. The following definitions are used for calculating the availability measurement: 1.1.A) DEFINED HOURS are the total days in the month multiplied by 24 hours. 1.1.B) PLANNED DOWNTIME HOURS are the planned and published hours that any system is down for routine maintenance and change requests or other planned outages during non-business hours (business hours = 7am-7pm workdays). Change requests require 10 business days advance notice and must be approved by a UnitedHealth Group request team.

Performance Category. Incident Response and Resolution

Performance Category. Cross-Functional 1. Help Desk Percentage of Problems Closed and Not Reopened Number of problems during the month for which problem tickets were reopened at the Help Desk or are solved by an automated resolution process, and which were not reopened within [ * * * * ], divided by the total number of Calls during the month for which problem tickets were opened at the Help Desk or are solved by an automated resolution process, with the result expressed as a percentage. Reporting will show measure by region (North America, South America, EMEA, APAC). 2. Help Desk Call Abandon Rate Total number of Calls in which an Authorized User selects either (i) an option from the voice response unit (“VRU”) to speak to a Help Desk agent, or (ii) an option to leave a voice mail message and then terminates the Call prior to answer by a Help Desk agent, divided by the total number of Calls placed to the Help Desk within a month, with the result expressed as a percentage. Reporting will show measure by region (North America, South America, EMEA, APAC).

Performance Category. Midrange 1. Availability – Air Services Calculated by taking the (number of minutes in month) – (total Severity Level 1 minutes (longest duration per incident) of systems in the group that were impacted) attributed to Provider for the systems in the group divided by the number of minutes in month expressed as a percentage. The Critical Systems that comprise this group are set forth in Exhibit A to this Attachment and are identified by the system grouping labeled “Air Services”. 2. Availability – Travel Booking Calculated by taking the (number of minutes in month) – (total Severity Level 1 minutes (longest duration per incident) of systems in the group that were impacted) attributed to Provider for the systems in the group divided by the number of minutes in month expressed as a percentage. The Critical Systems that comprise this group are set forth in Exhibit A to this Attachment and are identified by the system grouping labeled “Travel Booking”. 3. Availability – Online Booking Calculated by taking the (number of minutes in month) – (total Severity Level 1 minutes (longest duration per incident) of systems in the group that were impacted) attributed to Provider for the systems in the group divided by the number of minutes in month expressed as a percentage. The Critical Systems that comprise this group are set forth in Exhibit A to this Attachment and are identified by the system grouping labeled “Online Booking”. 4. Availability – Customer Access Calculated by taking the (number of minutes in month) – (total Severity Level 1 minutes (longest duration per incident) of systems in the group that were impacted) attributed to Provider for the systems in the group divided by the number of minutes in month expressed as a percentage. The Critical Systems that comprise this group are set forth in Exhibit A to this Attachment and are identified by the system grouping labeled “Customer Access”. 5. Intentionally deleted 6. Intentionally deleted 7. Availability – FEP – (OFEP, MFE) Calculated by taking the (number of seconds times the number of lines impacted by the outage – number of lines in use ten (10) minutes prior on J0 Sabre record –) added together for each outage divided by the (total number of seconds in a day times the total number of physical lines) times the number of days in month expressed as a percentage. 8. Intentionally deleted 9. Intentionally deleted 10. Server Installation within 10 Business Days The number of servers that are installed and ready ...

Performance Category. Midrange 1. Availability – Internal Systems System Scheduled Uptime expressed as a percentage – calculated by taking the (number of minutes in month) – (total Severity Level 1 minutes impacted) attributed to Provider for the systems in the group divided by the number of minutes in month.

Performance Category. Change Management