Common use of Response and Resolution Targets Clause in Contracts

Response and Resolution Targets. Service Level Targets are broken into two sections: Response and Resolution. The Customer shall receive an acknowledgement (by email, SMS or voice) within 15 minutes of logging an incident by telephone. The response shall indicate the priority (as defined in the table below) and the estimated time for a resolution based on the resolution targets. Level of Priority System Status Critical (Priority 1) denotes system is down; business is critically affected; all or majority of users affected. High (Priority 2) denotes system is impaired; business is adversely affected but is operational; large proportion of users affected Medium (Priority 3) denotes the system is operating but that a small proportion of users (e.g. 4-5 users) are unable to access non-critical systems Low (Priority 4) denotes system is operating but with a minor functionality loss Resolution time is the time taken from the first report to the Service Centre until the incident has been closed. If service restoration has been achieved, the Service Centre shall confirm this with the Customer. If after 3 failed attempts to confirm this, the incident shall be closed. Should the Customer later inform Service Centre that the solution has not been effective (within 7 days) then the relevant incident case number shall be re-opened. Some types of call raised with the Service Centre will be categorised as first time fix, meaning the aim is to resolve the call on first contact. If this cannot be achieved the service resolution targets are defined in the table below: Incidents met within agreed timescale Critical priority incidents resolved within 1 working day 85% High priority incidents resolved within 2 working days 80% Medium priority incidents resolved within 5 working days 80% Low priority incidents resolved within 7 working days 80% A set of default service targets have been defined for the ICT4Leeds Service. Targets are measured during the working day. There are no target offerings outside of these hours. The ICT4Leeds Service will be available except for: i. planned downtime for maintenance ii. power failures or other external factors that are beyond the control of Leeds City Council’s ICT Services iii. force majeure events including but not limited to Acts of God, labour strikes, sabotage, natural disaster and national emergency. The ICT Service Centre works towards the following Key Performance Indicators: First time fix rate (incidents) – percentage of calls resolved by an operator during the initial call. 70% or more of calls to be resolved on first contact

Response and Resolution Targets. Service Level Targets are broken into two sections: Response and Resolution. The Customer shall receive an acknowledgement (by email, SMS or voice) within 15 minutes of logging an incident by telephone. The response shall indicate the priority (as defined in the table below) and the estimated time for a resolution based on the resolution targets. Level of Priority System Status Critical (Priority 1) denotes system is down; business is critically affected; all or majority of users affected. High (Priority 2) denotes system is impaired; business is adversely affected but is operational; large proportion of users affected Medium (Priority 3) denotes the system is operating but that a small proportion of users (e.g. 4-5 users) are unable to access non-critical systems Low (Priority 4) denotes system is operating but with a minor functionality loss Resolution time is the time taken from the first report to the Service Centre until the incident has been closed. If service restoration has been achieved, the Service Centre shall confirm this with the Customer. If after 3 failed attempts to confirm this, the incident shall be closed. Should the Customer later inform Service Centre that the solution has not been effective (within 7 days) then the relevant incident case number shall be re-opened. Some types of call raised with the Service Centre will be categorised as first time fix, meaning the aim is to resolve the call on first contact. If this cannot be achieved the service resolution targets are defined in the table below: Incidents met within agreed timescale Critical priority incidents resolved within 1 working day 85% High priority incidents resolved within 2 working days 80% Medium priority incidents resolved within 5 working days 80% Low priority incidents resolved within 7 working days 80% A set of default service targets have been defined for the ICT4Leeds Service. Targets are measured during the working day. There are no target offerings outside of these hours. The ICT4Leeds Service will be available except for: i. planned downtime for maintenance ii. power failures or other external factors that are beyond the control of Leeds City Council’s ICT ServicesDigital & Information Service iii. force majeure events including but not limited to Acts of God, labour strikes, sabotage, natural disaster and national emergency. The ICT DIS Service Centre works towards the following Key Performance Indicators: First time fix rate (incidents) – percentage of calls resolved by an operator during the initial call. 70% or more of calls to be resolved on first contact