SERVICE LEVELS AND PERFORMANCE Clause Samples

SERVICE LEVELS AND PERFORMANCE. 16.1 The Authority will measure the quality of the Supplier’s delivery by: 16. 1.1 KPI/SLA Service Area KPI/SLA description Target 17. SECURITY REQUIREMENTS 17.1 None 18.1 Not applicable.

SERVICE LEVELS AND PERFORMANCE. The Authority will measure the quality of the Supplier’s delivery by: KPI/SLA Service Area KPI/SLA description Target 1 Downtime In the event of any downtime, Supplier to notify Authority, to provide an explanation of cause and any immediate or projected impact on Authority’s work Notify within 1 hour of recognition of issue In the event of an ongoing issue, Authority to be updated on progress and projections to resolve twice daily until resolution. Following resolution, details on cause, lessons learned and mitigation to be shared with Authority 2 Response to requests Emails from the authority must be responded to within 30 minutes (9am - 6pm, Mon - Fri, excl. bank holidays 99% achieved within 30 minutes 3 Data recovery Supplier to keep Authority informed as each stage of data recovery process progresses, including projections for the time until recovery is complete As progressed Any difficulties in achieving these targets to be discussed between the Authority and Supplier, in advance where possible. Where poor Supplier performance requires early termination of the Contract, standard G- Cloud termination conditions will apply. SECURITY AND CONFIDENTIALITY REQUIREMENTS All members of Supplier’s staff administering the Authority’s system to have Counter Terrorism Check as a minimum level of National Security Vetting. Staff of supplier or supplier’s subcontractors/processors having any amount of involvement with Authority’s data to sign, return, and adhere to Authority’s confidentiality undertaking. PAYMENT AND INVOICING Invoices should be sent monthly. Payment can only be made following satisfactory delivery of pre-agreed certified products and deliverables. Before payment can be considered, each invoice must include a detailed elemental breakdown of work completed and the associated costs. Invoices should be submitted to: REDACTED TEXT under FOIA Section 40, Personal Information Supplier to provide itemised billing narrative alongside invoices CONTRACT MANAGEMENT Inability to attend contract management meetings to be communicated in advance of any meeting where possible. Attendance at Contract Review meetings shall be at the Supplier’s own expense. LOCATION The location of the Services and the contract review meetings will be carried out at either the Authority or the Supplier’s premises on agreement between Authority and Supplier, or remotely where in-person meetings are not possible.

SERVICE LEVELS AND PERFORMANCE. 2.1 The Authority will measure the quality of the Supplier’s delivery exclusively by: Key Performance Indicator (KPI) Target

SERVICE LEVELS AND PERFORMANCE. 6.1 The Authority will measure the quality of the Supplier’s delivery by: 6.1.1 Vehicles must be delivered as soon as possible but no later than 31st January 2014

SERVICE LEVELS AND PERFORMANCE. 15.1 The Buyer will measure the quality of the Supplier’s delivery by reviewing Supplier performance against Section 18 Account Management Plan and the Invoice Schedule. 15.2 Failure to meet any aspect of the Account Management Plan and/or Invoice Schedule shall be deemed a Critical Service Failure under the Contract.

SERVICE LEVELS AND PERFORMANCE. 48.1 The Authority will measure the quality of the Supplier’s delivery by: 48.1.1 Delivery against agreed timeline;

SERVICE LEVELS AND PERFORMANCE. 48.1 The Authority will measure the quality of the Supplier’s performance by the timeliness of delivery and the cooperation of the contractor to further instruction.

SERVICE LEVELS AND PERFORMANCE. LOCATION.......................................................................................................................

SERVICE LEVELS AND PERFORMANCE. The Buyer will measure the quality of the Supplier’s delivery by the completion of delivery milestones within all work packages. All delivery milestones will be signed off by the Buyer regarding quality and timeliness before payment is approved. Supplier resources assigned to this service must have SC clearance. The Buyer will arrange access to Buyer premises as required. The base location of where the Services will be carried out are the Supplier’s premises with regular meetings at the Buyer’s London locations including 102 ▇▇▇▇▇ France in Westminster and ▇▇ ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇ ▇▇ ▇▇▇▇▇▇ ▇▇▇▇▇. Any travel/subsistence required outside of London (as directed and approved by the Buyer in ▇▇- ▇▇▇▇▇) will be paid by the Buyer in line with the Buyer’s travel policy. Schedule 2: Call-Off Contract charges For each individual Service, the applicable Call-Off Contract Charges (in accordance with the Supplier’s Digital Marketplace pricing document) can’t be amended during the term of the Call-Off Contract. The detailed Charges breakdown for the provision of Services during the Term are detailed below. The Supplier will agree with the Buyer the dates and agreed criteria for each Milestone. There may be changes to the construct of the Payment Milestones as more detailed plans are known. These changes will be agreed with the Supplier and the Buyer. [REDACTED] Part B: Terms and conditions