Service Level Reporting Clause Samples

Service Level Reporting. UTS will gather the information on regular intervals and will consolidate the results into reports that are shared with the customer on a regular basis. Service Level Reporting is important to provide regular open communications with the customer, identify areas of improvement, agree upon any corrective plans, and generally review and align the service with the customer and business requirements. The reporting cycle for this service is as follows:  Monthly  Quarterly  Annual  Other: This document will be reviewed and amended based upon mutual agreement on an annual basis. This review will include updates to service level targets, effective dates, costs, and other specific items as required. The Business Relationship Manager is responsible for providing a service performance review with the customer. Refer to Attachment C for the BRM Assignment Matrix.

Service Level Reporting. On or before the fifth calendar day of each month, Service Provider shall provide Company with a written report comparing the actual performance of the Products and Services for the prior month during the Term with the Service Level Standards set forth on the applicable Schedule.

Service Level Reporting. On a monthly basis, in arrears and no later than the fifteenth (15th) calendar day of the subsequent month following the reporting month, Contractor shall provide reports to City describing the performance of the SaaS Services and of Contractor as compared to the service level standards described herein. The reports shall be in a form agreed-to by City, and, in no case, contain no less than the following information: (a) actual performance compared to the Service Level Standard; (b) the cause or basis for not meeting the service level standards described herein; (c) the specific remedial actions Contractor has undertaken or will undertake to ensure that the service level standards described herein will be subsequently achieved; and, (d) any Performance Credit due to City. Contractor and City will meet as often as shall be reasonably requested by City, but no less than monthly, to review the performance of Contractor as it relates to the service level standards described herein. Where Contractor fails to provide a report for a service level standard described herein in the applicable timeframe, the service level standard shall be deemed to be completely failed for the purposes of calculating a Performance Credit. Contractor shall, without charge, make City’s historical service level standard reports to City upon request.

Service Level Reporting. Vendor shall measure and report its performance against the Service Levels and meet with Customer at least once every month during the Term, or more frequently if requested by Customer, to review Customer’s actual performance against the Service Levels and discuss any remedial action necessary or appropriate to correct any deficiencies.

Service Level Reporting. SAP shall track and report to Customer the Service Levels set forth herein in a monthly summary report. (b) Customer must notify SAP of any claims for any Service Credits within one (1) month after receipt of the monthly System Availability report by filing a support ticket with SAP. (c) In the event that one or more of the Services Levels set forth herein are not met, Customer may notify the SAP Account Manager and request to analyse Service Levels metric statistics based on the monthly summary report provided by SAP. (d) SAP will then promptly (i) determine the root cause or possible root cause of the failure (if known) to meet the Service Level, and (ii) unless failure is excused, develop a corrective action plan, and submit such plan to Customer for written approval (which will not be unreasonably withheld or delayed) and, following Customer’s written approval implement the plan in a reasonable period of time (and in accordance with any agreed timescales). (e) If applicable, SAP will provide the specific Service Credit as described in Section 5 below. (f) SAP will be relieved of its obligation to pay applicable Service Credits and will not be in breach of the Service Level where the root cause analysis (as reasonably performed by SAP) indicates the failure to meet the relevant Service Level was caused by the Customer and shall therefore be treated as Excluded Downtime. In the event that Customer disagrees with the root cause analysis, the parties will discuss the root cause analysis.

Service Level Reporting. Each month, Motricity will provide AT&T with a “Monthly Service Level Report” indicating the service performance for the Services for the previous month (see SLA Monitoring Requirements (Appendix D) below for detailed list of Services associated with this SLA). This report will contain performance reporting for the service performance objectives listed in Appendix D and a summary of the weekly incident response reports described in Section 6.3 for such month. Motricity shall supply the Monthly Service Level Report no later than the tenth business day of the month following the immediately preceding month. It is agreed that Motricity will work towards publishing the Monthly Service Level Report on the sixth business day starting 6 months from the initial launch of Services. The Monthly Service Level Report shall include, among other things, the following information related to service availability for the Services listed in Appendix D: • Total minutes in the current month • Total available minutes for the reported month for each Service • Calculated Service Availability, presented as a percentage for each Service • Target Service Level Availability for each Service • Variance from Target Service Level for each Service • Overall Service Level Availability for the Services The Monthly Service Level Report shall include, among other things, the following information related to latency for the Services listed in Appendix D: *** The Monthly Service Level Report shall also include, among other things, the following information for the Services listed in Appendix D: • Detailed log of all service impacting incidents for the month • Service levels achieved for Users of the PC Pages and Users of the Phone Pages as listed in Section 3.3 above.

Service Level Reporting. On a quarterly basis, Subscriber may request reports from Service Provider describing the performance of the Services and of Service Provider as compared to the service level standards. The reports shall be in a form agreed-to by Subscriber, and, in no case, contain no less than the following information: (a) actual performance compared to the service level standard; (b) the cause or basis for not meeting the service level standard; (c) the specific remedial actions Service Provider has undertaken or will undertake to ensure that the Service Level Standard will be subsequently achieved; and, (d) any performance credit due to Subscriber.

Service Level Reporting. 서비스 수준 보고 4.1. SAP shall track and report to Customer the Service Levels set forth herein in a monthly summary report. SAP 는 본 문서에 명시된 서비스 수준을 추적하고 매월 요약 보고서를 고객에게 제출합니다. 4.2. In the event that one or more of the Service Levels set forth herein are not met, Customer may notify the assigned SAP account manager and request to analyze the Service Level metric statistics based on the monthly summary report provided by SAP. 본 문서에 명시된 서비스 수준이 하나 이상 달성되지 못한 경우, 고객은 배정된 SAP 계정 관리자에게 통지하여 SAP 가 제공한 월간 요약 보고서를 바탕으로 서비스 수준 메트릭 통계를 분석하도록 요청할 수 있습니다. 4.3. SAP will then promptly: 그러면 SAP 는 즉시 4.3.1. determine the root cause or possible root cause of the failure (if known) to meet the Service Level; and 서비스 수준 충족 실패의 근본 원인 또는 가능성 있는 근본 원인(알려진 경우)을 판단합니다. 4.3.2. unless failure is excused, develop a corrective action plan, and submit such plan to Customer for written approval (which will not be unreasonably withheld or delayed) and, following Customer’s written approval implement the plan in a reasonable period of time (and in accordance with any agreed timescales). 그러한 실패에 대한 책임이 면제되지 않는 경우, 시정 조치 계획을 수립하여 서면 승인(이러한 서면 승인은 타당한 이유 없이 보류되거나 연기되지 않음)을 위해 고객에게 해당 계획을 제출하고, 고객의 서면 승인을 받은 후에 합리적 기간에 (합의된 시간 척도에 따라) 해당 계획을 이행합니다. 4.4. If applicable, SAP will provide the specific Credit as described in Section 5 below. 해당하는 경우 SAP 는 아래 제 5 조에 설명된 바와 같이 특정 크레딧을 제공합니다. 4.5. SAP will be relieved of its obligation to pay any applicable Credits and will not be in breach of the Service Level where the root cause analysis (as reasonably performed by SAP) indicates the failure to meet the relevant Service Level was caused by Customer and shall therefore be treated as Excluded Downtime. In the event that Customer disagrees with the root cause analysis, the parties will discuss the root cause analysis. (SAP 가 합리적으로 수행한) 근본 원인 분석에 따라 해당 서비스 수준 충족 실패의 원인이 고객에 있는 것으로 밝혀진 경우 SAP 는 모든 적용 가능한 크레딧을 지불할 의무로부터 면제되고 서비스 수준을 위반하지 않게 되며, 따라서 제외되는 다운타임으로 취급됩니다. 고객이 근본 원인 분석에 동의하지 않을 경우, 당사자들은 근본 원인 분석에 대해 논의합니다.

Service Level Reporting. You will provide AT&T with reporting for availability on a monthly basis. The reports are due by the sixth (6th) business day following the reporting period. These reports will include: 3.2.1. Availability 3.2.2. Minutes of Scheduled Maintenance and any resulting Down Time 3.2.3. Minutes of Emergency Maintenance and any resulting Down Time 3.2.4. Total Down Time 3.2.5. List of Incidents with date, start time, stop time, network element impacted and root cause 3.2.6. Capacity Analysis reports (quarterly) 3.2.7. Non Performance Compensation calculations (Availability) ) AT&T may choose to use an external tool to measure Your performance. You will cooperate with AT&T to allow the proper access and connectivity such that AT&T’s external tools may be utilized.