Common use of Required Service Levels Clause in Contracts

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