Service Level Management. 2.1 The Supplier shall monitor actual performance against each service level contained in this SLA in order to: 2.1.1 Report and demonstrate service performance; 2.1.2 Provide pro-active identification of problems and mitigation thereof; and 2.1.3 Provide trend analysis to help predict future performance of the services. 2.2 As a result of trend analysis, Transnet will gain insight into where efficiencies can be achieved and where wastage can be reduced. 2.3 SLA reports will be reviewed in the relevant governance forums as set out in the Master Agreement. 2.4 In the event that the Supplier fails in any Month to meet any Service Level in any service category then the Supplier shall in respect of such failure take the action set out below for each respective failure. 2.4.1 On request, where a Service Level does not meet the minimum Service Levels, the Supplier shall provide a report within 24 (twenty four) hours on why the relevant Service Levels were not met and its plans to rectify performance where the Service Levels have not been met; 2.4.2 The Supplier shall define interim fixes and long-term solutions for instances where the Service Category has missed the Service Level for 3 (three) consecutive Months to resolve the failure and shall submit details, in writing of the same to Transnet by the 5th Business Day following the distribution and agreement of the Service Level Report detailing such failure; 2.4.3 The Supplier shall discuss such proposals during the following Contract Management Review meeting and the parties shall agree dates within which these remedial actions shall be completed; and 2.4.4 The Supplier shall maintain a record of the interim fixes, long-term solutions and remedial actions and the status of each action and provide reports in respect of those issues. The Supplier will keep Transnet updated on the progress of these actions during the Contract Management Review meeting.
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