Common use of Service Points Clause in Contracts

Service Points. If the level of performance of the Supplier during a Measurement Period achieves the Target Performance Level in respect of a Key Performance Indicator, no Service Points shall accrue to the Supplier in respect of that Key Performance Indicator. If the level of performance of the Supplier during a Service Period is below the Target Performance Level in respect of a Key Performance Indicator, Service Points shall accrue to the Supplier in respect of that Key Performance Indicator as set out in Paragraph 2.3. The number of Service Points that shall accrue to the Supplier in respect of a KPI Failure shall be the applicable number as set out in Tables 1a and 2a depending on whether the KPI Failure is a Minor KPI Failure, a Serious KPI Failure or a Severe KPI Failure, unless the KPI Failure is a Repeat KPI Failure when the provisions of Paragraph 3.2 shall apply. Repeat KPI Failures shall apply to both Operational KPIs and Transition Phase KPIs. If a KPI Failure occurs in respect of the same Operational KPI or Transition Phase KPI in any two consecutive Measurement Periods, the second and any subsequent such KPI Failure shall be a "Repeat KPI Failure". The number of Service Points that shall accrue to the Supplier in respect of a KPI Failure that is a Repeat KPI Failure shall be calculated as follows: SP = P x 2 where: SP = the number of Service Points that shall accrue for the Repeat KPI Failure; and P = the applicable number of Service Points for that KPI Failure as set out in Table 1a and Table 2a depending on whether the Repeat KPI Failure is a Minor KPI Failure, a Serious KPI Failure, a Severe KPI Failure or a failure to meet the KPI Service Threshold. Worked example: Service Severity Levels Service Points Target Performance Level: 99% 0 Minor KPI Failure: 98.0% - 98.9% 1 Serious KPI Failure: 97.0% - 97.9% 2 Severe KPI Failure: 96.0% - 96.9% 3 KPI Service Threshold: below 96% 4 If the Supplier achieves Service Level of 98.5% in a given Measurement Period, it will incur a Minor KPI Failure for Service in that Measurement Period and accordingly accrue 1 Service Point. If, in the next Measurement Period, it achieves a Service level of 96.5%, it will incur a Severe KPI Failure and accordingly accrue 3 Service Points, but as the failure is a Repeat Failure, this amount is doubled and so the Supplier will incur 6 Service Points for the failure (i.e. SP = 3 x 2). If in the next Measurement Period it achieves Service Level of 96.5%, the Supplier will again incur 6 Service Points. If the Supplier achieves Service Level of 96.5% in a given Measurement Period, it will incur a Severe KPI Failure for Service in that Measurement Period and accordingly accrue 3 Service Points. If, in the next Measurement Period, it achieves Service Availability of 98.5%, it will incur a Minor KPI Failure and accordingly accrue 1 Service Point, but as the failure is a Repeat Failure, this amount is doubled and so the Supplier will incur 2 Service Points for the failure (i.e. SP = 1 x 2). If in the next Measurement Period it achieves Service Level of 96.5%, the Supplier will incur 6 Service Points.

Service Points. If the level of performance of the Supplier during a Measurement Service Period achieves the Target Performance Level in respect of a Key Performance Indicator, no Service Points shall accrue to the Supplier in respect of that Key Performance Indicator. If the level of performance of the Supplier during a Service Period is below the Target Performance Level in respect of a Key Performance Indicator, Service Points shall accrue to the Supplier in respect of that Key Performance Indicator as set out in Paragraph paragraph 2.3. The number of Service Points that shall accrue to the Supplier in respect of a KPI Failure shall be the applicable number as set out in Tables 1a and 2a annex ANNEX 1: depending on whether the KPI Failure is a Minor KPI Failure, a Serious KPI Failure or a Severe KPI Failure, unless the KPI Failure is a Repeat KPI Failure when the provisions of Paragraph 3.2 paragraph 3.1 shall apply. Repeat KPI Failures shall apply to both Operational KPIs and Transition Phase KPIs. If a KPI Failure occurs in respect of the same Operational KPI or Transition Phase KPI Key Performance Indicator in any two (2) consecutive Measurement Periods, the second and any subsequent such KPI Failure shall be a "Repeat KPI Failure". The number of Service Points that shall accrue to the Supplier in respect of a KPI Failure that is a Repeat KPI Failure shall be calculated as follows: SP = P x  2 where: SP = the number of Service Points that shall accrue for the Repeat KPI Failure; and P = the applicable number of Service Points for that KPI Failure as set out in Table 1a and Table 2a annex ANNEX 1: depending on whether the Repeat KPI Failure is a Minor KPI Failure, a Serious KPI Failure, a Severe KPI Failure or a failure to meet the KPI Service Threshold. Worked example: Service Severity Levels example based on the following Service Points regime for Availability: Target Performance Level: 9999.9% 0 Minor KPI Failure: 98.099.8 % - 98.9‑ 99.89% 1 Serious KPI Failure: 97.099.70% - 97.9‑ 99.79% 2 Severe KPI Failure: 96.099.60% - 96.9‑ 99.69% 3 KPI Service Threshold: below 9699.6% 4 5 If the Supplier achieves Service Level Availability of 98.599.85% in a given Measurement Period, it will incur a Minor KPI Failure for Service Availability in that Measurement Period and accordingly accrue 1 Service Point. If, in the next Measurement Period, it achieves a Service level Availability of 96.599.65%, it will incur a Severe KPI Failure and accordingly accrue 3 Service Points, but as the failure is a Repeat Failure, this amount is doubled and so the Supplier will incur 6 six (6) Service Points for the failure (i.e. ie SP = 3 x  2). If in the next Measurement Period it achieves Service Level Availability of 96.599.65%, the Supplier will again incur 6 six (6) Service Points. If the Supplier achieves Service Level Availability of 96.599.65% in a given Measurement Period, it will incur a Severe KPI Failure for Service Availability in that Measurement Period and accordingly accrue 3 three (3) Service Points. If, in the next Measurement Period, it achieves Service Availability of 98.599.85%, it will incur a Minor KPI Failure and accordingly accrue 1 Service Point, but as the failure is a Repeat Failure, this amount is doubled and so the Supplier will incur 2 two (2) Service Points for the failure (i.e. ie SP = 1 x  2). If in the next Measurement Period it achieves Service Level Availability of 96.599.65%, the Supplier will incur 6 six (6) Service Points.