Service Measurement Clause Samples

Service Measurement. Liquid Waste Receipt services are provided on demand within forecasted levels. Transfer volumes are measured for each transfer and reported by SRNS in a summary report to SRR for months in which transfers occur. Transfer volume is measured by SRNS is based on the volume transferred from their collection tanks into the Process Sewer. SRNS will provide forecast volumes in the annual WCP. Due to the infrequent transfer basis, SRNS will report volumes transferred to the Process Sewer to SRR in the month they occur. Allocated Volume: 20,000 gallons per fiscal year

Service Measurement. 4.3.1 Tier 1 Support: • Telephone Support: 9:00 A.M. to 4:00 P.M. (GMT +8) Monday – Friday (The time excludes Malaysia & Selangor Public Holidays) High Performance: Picked up and solved by an expert personnel Low Performance: Picked up but was not attended by an expert personnel Breach: Not picked up nor solved • Email Support: 24/7, Response within 4 hours, after the TimeTec server receives the email. High performance: Received reply in less than one hour Low performance: Received reply between 1 – 4 hours Breach: Received reply after 4 hours • Live Chat Support: 24/7, Response almost immedi- ately High performance: Responded immediately Low performance: Responded within 1- 4 hours Breach: Responded after 4 hours • Skype Support: 24/7, Response almost immediately High performance: Responded immediately Low performance: Responded within 1- 4 hours Breach: Responded after 4 hours • Teamviewer Support: 24/7, Response based on agreeable scheduled appointment between TimeTec and the Customer. High Performance: Problem solved after Teamviewer session. Poor Performance: Problem only solved two days after the Teamviewer session. Breach: Problem not solved more than two days after the Teamviewer session. 4.3.2 Tier 2 Support: • System Diagnostic and Testing: TimeTec will complete the system diagnostic and testing within two working days if the reported problem require it to be carried out. High Performance: Problem solved in less than 1 day Poor Performance: Problem solved within 1-2 days Breach: Problem solved or not solved more than 2 days 4.3.3 Tier 3 Support: Bug Fixing: Estimated delivery date is based on TimeTec R&D schedule. • High performance: Bug fixed is completed on schedule Poor performance: Bug fixed is completed 1 week after schedule Breach: Bug fixed is completed more than 1 month after schedule System Customization: Estimated delivery date is based on the agreed customization details and R&D schedule. TimeTec, at its discretion, has the rights to reject any customization requests that are not in line with the product development. • High performance: Customization request fulfilled on schedule Poor performance: Customization request fulfilled one month after schedule Breach: Customization request fulfilled within 3 months after the schedule or not delivered at all.

Service Measurement. Service measurement will be an average of three (3) business days from time of receipt acceptance or stores order fulfillment, barring any protracted circumstances.

Service Measurement. 1 Availability Based Service Elements 1.1. The Service Provider shall commit to service availability levels on the following key elements: a) The electrical power to any bus bar in the Service Provider’s Premises to which Customer provided Hardware is connected and the temperature, humidity and dew point within the Service Provider’s Premises being maintained within the ASHRAE Class 1 guidelines (collectively the “Hosting Services”). For the avoidance of doubt, PDU output circuit breakers and the Hardware side power cabling are excluded from measurement of this element; b) The networking services provisioned as a Shared Service by the Service Provider at the Service Provider’s Premises as described in the Service Definition including as applicable; (i) Internet bandwidth, (ii) connectivity with the Customer’s wide area network; (iii) connectivity between the Service Provider’s Premises for data and other replication purposes, and/or core infrastructure in the Service Provider’s Premises to which the Customer Environment is connected or needs to use in order to receive the Services including Service Provider provisioned and managed firewalls, patching units, switches and interconnecting cabling (collectively the “Network Services”); c) The connectivity services provisioned by a third party on behalf of the Service Provider at the Service Provider’s Premises and dedicated to the Customer as described in the Service Definition, including as applicable; (i) Internet bandwidth, (ii) connectivity with the Customer’s wide area network; and (iii) connectivity between the Service Provider’s Premises for data and other replication purposes (collectively the “Connectivity Services”); d) The availability of individual appliances, physical servers, storage platforms, logical partitions (“LPAR”), and virtual servers relating to any AIX platforms comprising the Services (or part thereof) (collectively the “AIX Infrastructure”) for use by the Customer’s business, users and/or applications and where managed by the Service Provider; e) The availability of individual appliances, physical servers, storage platforms, logical partitions (“LPAR”), and virtual servers relating to any iSeries platforms comprising the Services (or part thereof) (collectively the “iSeries Infrastructure”) for use by the Customer’s business, users and/or applications and where managed by the Service Provider; f) The availability of individual appliances, physical servers, storage platforms, logical p...

Service Measurement. Approval of standard access roles will be reviewed and approved by SCM within seven (7) business days, then submitted to SRNS Information Technology for application. Emergency or priority requests will be reviewed by SRNS and SRR POCs to determine expediting procedures.

Service Measurement. Periodic meetings will be held with SRR to review the service levels provided and any discussion of performance issues.

Service Measurement. Optum shall use its reasonable endeavours to provide that all valid support requests logged via the Optum customer services desk regarding the ScriptSwitch System, shall be addressed within the timescales shown below (but time shall not be of the essence in relation to such timescales):

Service Measurement. The following measurements will be established and maintained by the service Provider to ensure optimal service provision to Checkpoint 13500 release to the customer; Service Availability Percentage The percentage of time that the Service Provider is available to provide the service minus the impact time from any events (Scheduled or unexpected) Problem Response The time required for a customer to receive a response after reporting a problem to the Service Provider Problem Circumvention Or Resolution Time The time required for the customer to receive a circumvention or a solution after reporting a problem to the service provider  CHECKPOINT EQUIPMENT fails to powered up  Re-installment of corrupted firmware Firewall  Configuration of the CHECKPOINT EQUIPMENT  Upgrade of the Firmware firewall software and related patches  Installation of hardware upgrades and any required configuration of the firewall  Providing support during the setup of an application software

Service Measurement. Stores Orders for on-hand, financial inventory materials will be filled within an average of three (3) business days, barring any protracted circumstances.