Service Level Requirements Clause Samples
The Service Level Requirements clause defines the minimum standards of performance and quality that a service provider must meet when delivering services. Typically, this clause outlines specific metrics such as response times, system uptime, or resolution periods for issues, and may include remedies or penalties if these standards are not achieved. Its core practical function is to set clear expectations and measurable benchmarks, ensuring accountability and providing recourse if service levels fall short.
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Service Level Requirements. A. Prohibitions. Appraisers are not authorized to do the following without express written permission from Citizens:
1. Hire counsel to conduct examinations under oath;
2. Respond directly to demands for Appraisal, a rejection of same, or failing to forward the demand for Appraisal to Citizens;
3. Send out denial letters directly to the insured;
4. Hire outside experts or vendors or make assignments to an expert or vendor; or
5. Hire mediators.
Service Level Requirements. Registry Operator shall comply with the following performance specifications: 2.1. Service Level Requirements Matrix Parameter Service Level Requirements (SLR)/Performance Specification (monthly basis)
2.2. Registry Operator is encouraged to do maintenance for RDAP at the times and dates of statistically lower traffic for each parameter. However, there is no provision for planned outages or similar periods of unavailability; any downtime, be it for maintenance or due to system failures, will be noted simply as downtime and counted for Service Level Requirement measurement purposes.
2.3. The remedies for a failure to meet an RDAP Service Level Requirement set forth in Section 2.1 shall be solely as set forth in this Agreement as it pertains to the equivalent remedies for a failure to meet the corresponding Performance Specification for the Whois service, provided, however, that (i) for six months after the Ramp-Up Period (as defined in Section 2.4 below), a failure of a Registry Operator to meet a service-level requirement for the RDAP Service shall only apply if the Registry Operator has experienced an “RDAP Outage” of the RDAP Service; and (ii) in the event of a concurrent failure of the RDAP Service and Whois service in a given month, SLA Credits, if applicable, for Registrars shall not exceed the total amount of SLA Credits attributable solely to the failure of the service- level requirement for the Whois service, pursuant to Registry Operator’s Agreement.
Service Level Requirements. 5.1 Incident Severity Ranking
(1) Displaying information to Operators
(2) Capturing information from site peripherals
(3) Acquiring / Storing information from the Software
1 Emergency Complete stop or major breach of the Software or Hardware ceases Client operations for one or more users at a critical period. (Example: unable to process transactions, major failure, server shutdown, unable to start the application on multiple computers, a hardware failure that affects all operations, etc.).
2 High Major problem that disrupts operations during working hours. A work around may be available to assist the Client until the problem is resolved. Note: Issuing transaction tickets manually is not an acceptable work around; such a situation would be considered an incident with a severity ranking of “Emergency”. (Example: Application problem affecting multiple staff or core work processes, such as transaction processing, collecting charges for account customers or rate calculations).
3 Medium Problem that impacts operations and requires resolution and has an acceptable workaround for the short term. (Example: A limited problem affecting only a few staff or minor work process but where a work around exists, such as rate settings for statutory holidays or administrative reporting).
4 Low Minor problem or request for information from users. (Example: Configuration settings, requests for information purposes only, etc.).
5.2 Response and Resolution Times Severity Ranking Response time Corrective Plan Required Outcome
Service Level Requirements. 3.1 The Delivery Partner will be expected to provide:
(a) A full time equivalent (FTE) Programme Manager as per the specified role description in the Service Specification
(b) Three FTE case workers as per the specified role description in the Service Specification
(c) Staff cover on the ground in case of long term staff absences
(d) All Service related administration and overhead costs.
(e) Time for case workers and the Programme Manager to participate in Drive project training as per the Service Specification
Service Level Requirements. Distributor shall maintain sufficient inventories of Products in each of its distribution centers serving one or more Retail Outlets to satisfy the reasonable expected Product requirements for each Retail Outlet served consistent with historical demand or forecasts. Notwithstanding the foregoing, in addition to the Service Level Requirement set forth on Exhibit J, Distributor shall also maintain the performance standards and service level requirements set forth in the applicable Brand Exhibit(s).
Service Level Requirements. (1) Upon reviewing an alarm call and determining the type of assistance needed, ATX will request dispatch of assistance, if warranted by such call.
(2) Airbag and emergency button alarms will be answered on a monthly average in *** seconds or less. All other calls shall be answered, on a monthly average in *** seconds or less. The parties agree, however, that failure to meet such answer speeds shall not constitute a material breach, but rather will trigger a review of the program by the parties, at which ATX will define for MBUSA the source and scope of any problems associated with failure to meet the answer speed and provide MBUSA with a written plan of action to address such failure and to meet the above stated standard. Should ATX continue to fail to meet said standard after sixty (60) days beyond the development of the written plan of action noted above, such failure, shall constitute a material breach hereunder.
(3) ATX will measure its response time to all alarms and service calls on the ATX automation system Response Time reports. “Response Time” shall mean the time from data transmission completion until the time when a call handler acknowledges the alarm call. “Data transmission completion,” means the point in time in which an alarm signal has been received, processed and made available in the operator’s alarm queue, ready for acknowledgment. ATX will measure the ***Confidential material redacted and filed separately with the Commission
Service Level Requirements key deliverables:
Service Level Requirements. These Service Level Requirements shall cover all in-scope services to support Product #1 development. These requirements are in addition to expectations around Agile Warranty Services included within the Agile Development process as functionality is developed. The Contractor shall meet or exceed the requirements listed below:
Service Level Requirements. PDN will comply with the service level requirements set forth in the Service Level Agreement, attached hereto as Exhibit E. CERTAIN CONFIDENTIAL INFORMATION CONTAINED IN THIS DOCUMENT HAS BEEN OMITTED AND FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION (THE “SEC”) PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT WITH RESPECT TO THE OMITTED PORTIONS. OMITTED PORTIONS ARE INDICATED BY [***].
Service Level Requirements. (SLRs) Incident Resolution SLRs