The Service Credits shall be calculated on the basis of the following formula: [Example to be populated according to the Customer’s specific requirement:] – Formula: x% (Service Performance = x% of the Call Off Contract Charges Measure) - x% (actual Service Level payable to the Customer as Service performance) Credits to be deducted from the next Valid Invoice payable by the Customer Worked example: 98% (e.g. Service = 11.5% of the Call Off Contract Charges Level Performance Measure payable to the Customer as Service requirement for Service Level Credits to be deducted from the next Performance Criterion of accurate and Valid Invoice payable by the Customer] timely billing to Customer) - 75% (e.g. actual performance achieved against this Service Level Performance Criterion in a Service Period) ANNEX 2 TO PART A: CRITICAL SERVICE LEVEL FAILURE [Example to be populated according to the Customer’s specific requirement:] – [In relation to [ ] a Critical Service Level Failure shall include a delay in producing [ ] ordered by the Customer in excess of twenty four (24) hours more than once in any [three (3) Month] period or more than three (3) times in any rolling twelve (12) Month period.] [In relation to [ ] a Critical Service Level Failure shall include a loss of [ ] during core hours (08:00 18:00 Mon Fri excluding bank holidays) to the for more than twenty four (24) [ ] – – hours accumulated in any [three (3) Month] period, or forty eight (48) hours in any rolling twelve (12) Month period.] PART B: PERFORMANCE MONITORING PRINCIPAL POINTS Part B to this Call Off Schedule provides the methodology for monitoring the provision of the Services: to ensure that the Supplier is complying with the Service Levels; and for identifying any failures to achieve Service Levels in the performance of the Supplier and/or provision of the Services ("Performance Monitoring System"). Within [twenty (20) Working Days] of the Call Off Commencement Date the Supplier shall provide the Customer with details of how the process in respect of the monitoring and reporting of Service Levels will operate between the Parties and the Parties will endeavour to agree such process as soon as reasonably possible.
The Service Credits shall be calculated on the basis of the following formula: [Example – to be populated according to the Customer’s specific requirement:] Formula: x% (Service Performance Measure) - x% (actual Service Level performance) = x% of the Call Off Contract Charges payable to the Customer as Service Credits to be deducted from the next Valid Invoice payable by the Customer Worked example: 98% (e.g. Service Level Performance Measure requirement for Service Level Performance Criterion of accurate and timely billing to Customer) - 75% (e.g. actual performance achieved against this Service Level Performance Criterion in a Service Period) = 11.5% of the Call Off Contract Charges payable to the Customer as Service Credits to be deducted from the next Valid Invoice payable by the Customer] ANNEX 2 TO PART A: CRITICAL SERVICE LEVEL FAILURE [Example – to be populated according to the Customer’s specific requirement:] [In relation to [ ] a Critical Service Level Failure shall include a delay in producing [ ] ordered by the Customer in excess of twenty four (24) hours more than once in any [three (3) Month] period or more than three (3) times in any rolling twelve (12) Month period.] [In relation to [ ] a Critical Service Level Failure shall include a loss of [ ] during core hours (08:00 – 18:00 Mon – Fri excluding bank holidays) to the [ ] for more than twenty four (24) hours accumulated in any [three (3) Month] period, or forty eight (48) hours in any rolling twelve (12) Month period.] PART B: PERFORMANCE MONITORING PRINCIPAL POINTS Part B to this Call Off Schedule provides the methodology for monitoring the provision of the Services: to ensure that the Supplier is complying with the Service Levels; and for identifying any failures to achieve Service Levels in the performance of the Supplier and/or provision of the Services ("Performance Monitoring System"). Within [twenty (20) Working Days] of the Call Off Commencement Date the Supplier shall provide the Customer with details of how the process in respect of the monitoring and reporting of Service Levels will operate between the Parties and the Parties will endeavour to agree such process as soon as reasonably possible.