TARGET SERVICE LEVELS Clause Samples

TARGET SERVICE LEVELS. The following table shows the standard service level targets / commitments associated with the Service.

TARGET SERVICE LEVELS. The Target Service Levels are the minimum levels of service that the customer should expect for the duration of this agreement. ▪ The network elements will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 of Saturdays. ▪ MKIPs Business systems will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. ▪ The Exchange system and Home server will be available 99% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays) and 09:00 to 16:00 on Saturdays. ▪ The Intranet will be available 98% of the time between 08:00 and 18:00 Monday to Friday (excluding Bank Holidays), and 09:00 to 16:00 on Saturdays. ▪ Websites will be available 98% of the time between 08:00 and 18:00 Monday to Friday (including Bank Holidays), and 09:00 to 16:00 on Saturdays.

TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds will aim to deal with these issues within the Target Response Times below. Working Hours means hours which are within the Core Working Hours (8.00am and 4.00pm Monday to Friday), and Working Days is construed accordingly. Priority 1 - Emergency Action work - immediate response Attend site - within 1 hour (normal working hours*) Attend site - within 2 hours (other times, this could be carried out by a sub- contractor) A request is deemed an emergency where a person’s safety or building structures are in danger, such as: • Tree’s falling on roads/footpaths • Tree’s falling on buildings • Clearing of footpaths in severe snow conditions or icy weather • Flooding Priority 2 – Urgent Attend site - within 2 hours (normal working hours*) Attend site - within 6 hours Examples of requests deemed urgent could be :- (other times, this will be carried out usually by a sub- contractor) • General access requests (clearing blocked entrances/exits) • Event requirements (grass cutting) • Road/footpath closures • Clearing of non-priority areas for Snow/Ice (i.e. Halls) • Securing boundary fences Priority 3 - Attend site - within 24 Examples of requests deemed non- Non Urgent working hours urgent could be:- Work Completed – within 3 days • Grass Cutting • Overgrown shrubbery preventing access for contractors • Overhanging branches • Requests from community users of sports facilities including requests from sports centre. • Planting • General public requests (boundary issues) • Pitch marking on sports facilities Priority 4 - Attend Site - within 14 days Examples of minor improvement Minor Improvement to assess the work requirements. requests could be:- Works Work Completed - within 4 weeks • Fence erecting • Renovation clearance • Planting • Tree pruning • Laying of pathways/Hard Surfaces • Hedge cutting • Turf laying • Renovation after building projects Priority 5 - Major Improvement Works All works subject to prior feasibility study by the Facilities grounds team and approval from relevant Head of Department. Contact ▇▇▇ ▇▇▇▇▇▇/▇▇▇▇ ▇▇▇ for further details. Examples of major improvement requests would be :- Re-generation of open space, (e.g.Battenhall) which could include sub-contract labour covering multi- disciplin...

TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds window cleaning will aim to deal with, all requests outside of the Standard service scheduled routine, issues will be dealt with case by case and an agreed timeframe for start and completion dates by both parties. Response time to any request, will be within the same day (within working hours) Working Hours means hours which are within the Core Working Hours (8.00am and 13.00pm Monday to Thursday), and Working Days is construed accordingly.

TARGET SERVICE LEVELS. 5.2.1 The target ASR percentages (which should be equalled or exceeded) for each destination are as agreed between the Parties from time to time. The target MFCT is four hours or less in each calendar month

TARGET SERVICE LEVELS. Target Restoration Time (a) Interactive will use reasonable endeavours to Restore an Incident within the Target Restoration Time set out in Table E, to the extent the Incident is within Interactive’s Responsibility Domain. (b) A Service may be Restored via temporary measures. Permanent corrective actions are not required for the Service to be deemed Restored.

TARGET SERVICE LEVELS. For the Standard Services (in 2.1.1) which require a response to a reactive issue or customer request the customer’s satisfaction with the service is often related to the speed of response and the time which elapses before the problem is fixed. Therefore Grounds window cleaning will aim to deal with, all requests outside of the standard service scheduled routine, issues will be dealt with case by case and an agreed timeframe for start and completion dates by both parties. Response time to any request, will be within the same day (within working hours)

TARGET SERVICE LEVELS. 5.1.1 Service Levels shall be measured continually and reported on at the end of every month following completion of the Service take-on acceptance and commencement of the On- going Service. 5.1.2 The Contractor will deliver a Service Report in writing monthly on the Service Levels achieved against each Target Service Level. The Contractor will make available to the Authority a Service Report with this information no less than 3 days before any meeting to review and discuss the achievement of Target Service Levels. 5.1.3 The E-Recruitment Service website should be available to candidates and Employers continually during the Standard Service Hours for the service but excluding any periods of Agreed Downtime. 5.1.4 The Helpdesk Service should be available to receive calls via both telephone and e-mail continually during the Standard Service Hours for the service. 5.1.5 Service Levels for a Service, other than those listed above, shall be measured only during the required period of Availability of the Service. For the avoidance of doubt this shall be Standard Service Hours but will exclude periods of Agreed Downtime. 5.1.6 The Target Service Levels are as set out in the following table: Overall Availability of E-Recruitment Service 99.5% No Workday Availability of E-Recruitment Service 99.5% Yes On-line response time: Display of web page within 20 sec 100% No On-line response time: Return of search results within 30 sec 100% No Helpdesk calls answered within 30 sec 95% No Helpdesk e-mails answered within 30 min 95% No Helpdesk Non-major incidents resolved within 5 working days 95% No Helpdesk Major incidents resolved within 4 hours 95% No Change Control Notices raised within 15 working days of request from Authority 95% No NHS Employers rate service as satisfactory or better 60% Yes

TARGET SERVICE LEVELS. 22.1. ProSystem shall use reasonable endeavors to fix or provide a work around to any service-related problem that affects the functionality, performance or availability of The Customers hardware and or software. ProSystem will make all reasonable endeavors to meet the service criteria detailed in the table below Fault Category Target Response Time Progress Updates Priority 1 1 hour from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 1 hour from receipt of all relevant information. Priority 2 2 hours from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 4 hours from receipt of all relevant information. Priority 3 12 hours from first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be available next day from receipt of all relevant information. Priority 4 24 hours from the first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 24 hours from receipt of all relevant information. Priority 5 48 hours from the first acceptance of the fault If the fault is not cleared during the response period (left), ProSystem will advise of progress being made to clear the fault. Updates will be every 48 hours from receipt of all relevant information.