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In the table below the minimum service level requirements (SLRs) listed are accompanied by a penalty scheme to be activated in case of breaches of the agreed minimum requirements / service levels. While the table reports the minimum required performance (column C), the contractor has the opportunity to propose better values (in the column F). 

Depending on the proposal provided (column F) the tenderer can get additional award points (see column H for calculation details) up to a maximum award score value (column G). 

The maximum awarding score achievable with the proposed service level requirement values is equal to 60 points . 

## During a grace period of 2 months, following the signature of the framework contract, the penalties will not be applied. 

The reference calendar for the calculation of the working days (including the business hours for a working day) will be agreed at the kick- off meeting after signature of the framework contract. 

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