Service Level Targets. 5.1.1 For Incident Resolution the Service Level Targets apply to all the Services provided to the Contracting Body under the Contract. Therefore, the Incident Resolution Service Level Targets are unlike the Service Level Targets for the other Service Criteria (Availability, Quality and Provisioning) which are applicable to a specific Service only. 5.1.2 The Service Level Target is expressed as a percentage of Incidents to be Resolved within the Maximum Incident Resolution Times, or the maximum number of Incidents that can be Resolved in a time in excess of the Maximum Incident Resolution Times, as follows: 39 or fewer No more than 2 Incidents Resolved in excess of the Maximum Incident Resolution Times 40 and more 95% Resolved within the Maximum Incident Resolution Times
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Sources: Framework Agreement, Order Form