Required Service Levels Clause Samples

The Required Service Levels clause defines the minimum standards of performance that a service provider must meet when delivering services under the agreement. It typically outlines specific metrics, such as response times, uptime percentages, or quality benchmarks, and may include procedures for monitoring and reporting performance. This clause ensures that both parties have a clear understanding of expected service quality and provides a basis for addressing underperformance or breaches, thereby protecting the interests of the service recipient.
Required Service Levels. Contractor shall meet the following service levels for the term of the Contract. Performance Metric Description Minimum Percentage Target Calculation Financial Consequences for Non- Performance Measured Enterprise- wide per quarter based on minimum performance target (not occurrence) Vehicle Available at Time of Reservation Measures Contractor’s ability to provide the Class requested by the Renter (or a greater Class offered at no additional charge) at the time of reservation 98% Number of Renter reservations to which the requested Class was available / Total number of Renter reservations $500 Vehicle Available at Time of Pickup Measures Contractor’s ability to provide the reserved Class or a free Class upgrade at time of pickup 98% Number of Renter pickups at which the requested Class was available / Total number of Renter pickups $500 Invoice Accuracy Measures Contractor’s ability to ensure that invoices are correct and accurately reflect the charges incurred by the Renter 98% Number of correct and accurate Renter invoices / Total number of Renter invoices $500 Roadside Assistance Support Measures Contractor’s responsiveness and ability to provide roadside assistance support to Renters in accordance with the Contract requirements 95% Number of instances in which roadside assistance was provided within 2 hours of Renter notification / Total number of Renter notifications for roadside assistance $1000 State-Dedicated Web Portal Uptime Measures the availability of Contractor’s State- dedicated web portal to accept Renter’s reservations and access any Renter information available through the web portal 98% Uptime Hours in which the web portal was fully accessible to Renters / Total hours of web portal operation $500 Renter’s Information Security Measures Contractor’s ability to securely manage Renter’s and Eligible User’s information and ensure that it is not compromised 100% Notification of adverse incidents $1000 Report Submission Measures Contractor’s compliance with required report deadlines 98% Date of report submission $500 Customer Survey Results Measures customers’ overall satisfaction with Contractor’s performance 90% or higher Number of Renters satisfied with Contractor’s services / Total number of surveys answered $500
View SourceView Similar (5)
Required Service Levels. For all Supplied Products to be delivered on a date on or after January 12, 1998 and continuing thereafter until midnight of the last day of the Term, Supplier shall use its best efforts to provide the same level of service and quality of products that it has provided to Herbalife and Herbalife's Affiliates, taken as a whole, under the Dynamic Initial Agreement (the "INITIAL SERVICE LEVEL"). However, in the event of a Change in Control (as defined in Section 13(d) below) of Supplier and this Agreement has not been terminated by Herbalife, Supplier shall for each Supplied Product meet an industry standards service level (the "SUBSEQUENT SERVICE LEVEL"), calculated in reference to the ratio of the number of cases of Supplied Products delivered which meet the Quality Standards to the number of cases ordered, based on Herbalife's and Herbalife's Affiliates, taken as a whole, eight (8) week ordering volume; provided however, that the determination of any Subsequent Service Level shall take into account, and give Supplier a credit for, the extent to which Supplier shall have timely satisfied any modification to any shipping schedule which accelerates a delivery date or substitutes Supplied Products to be delivered, which modification shall have been made by Herbalife or any Affiliate less than eight (8) weeks prior to the scheduled shipping date. If Supplier fails to meet the Initial Service Level or the Subsequent Service Level (on a rolling average) for any Supplied Product for any sixteen (16) week period and, after receipt of notice of such failure, also fails to meet the Initial Service Level or Subsequent Service Level (on a rolling average) for any Supplied Product for the eight (8) week period subsequent to receipt of the notice, Supplier shall be deemed to be in breach of this Agreement, and Herbalife may, without prejudice to any other remedy available to Herbalife hereunder, terminate this Agreement under Section 13(b), or alternatively terminate this Agreement only with respect to such Supplied Product and Herbalife or the Affiliate concerned shall be able to enter into agreements with third party suppliers with respect to all such Supplied Products as may no longer be covered by this Agreement.
View SourceView Similar (2)
Required Service Levels. For all Supplied Products to be delivered on a date on or after January 12, 1998 and continuing thereafter until midnight of the last day of the Term, Supplier shall use its best efforts to provide the same level of service and quality of products that it has provided to Herbalife and Herbalife's Affiliates, taken as a whole, under the Omni Initial Agreement (the "INITIAL SERVICE LEVEL"). However, in the event of a Change in Control (as defined in Section 13(d) below) of Supplier and this Agreement has not been terminated by Herbalife, Supplier shall for each Supplied Product, meet an industry standards service level (the "SUBSEQUENT SERVICE LEVEL"), calculated in reference to the ratio of the number of cases of Supplied Products delivered which meet the Quality Standards to the number of cases ordered, based on Herbalife's and Herbalife's Affiliates, taken as a whole, eight (8) week ordering volume; provided however, that the
View Source
Required Service Levels. Liquidated Damages shall be assessed for Required Service Levels for maintenance activities as described in Tables 1 and Tables 2 herein.
View Source

Related to Required Service Levels

  • Service Levels All service level requirements will be set forth in Exhibit A (“▇▇▇▇.▇▇▇ Referral Service Level Requirements”). Recipient ▇▇▇▇▇▇ agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the ▇▇▇▇.▇▇▇ Referral Service Level Requirements in effect at the time ▇▇▇▇.▇▇▇ identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Required Services Consultant agrees to perform the services, and deliver to City the “Deliverables” (if any) described in the attached Exhibit A, incorporated into the Agreement by this reference, within the time frames set forth therein, time being of the essence for this Agreement. The services and/or Deliverables described in Exhibit A shall be referred to herein as the “Required Services.”

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.