ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Levels Service Service Credit for each Service Level Service Level Level Key Service Period Performance Performance Threshold Indicator Criterion Measure [Accurate and Accuracy at least 98% at [98] 0.5% Service Credit timely billing of /Timelines all times gained for each Customer percentage under the specified Service Level Performance Measure Access to Availability at least 98% at [98] 0.5% Service Credit Customer all times gained for each support [08:00 percentage under the to 18:00, specified Service Level Monday to Performance Measure Friday days a week.] Complaints At least 98% at [ ] 0.5% Service Credit Handling all times gained for each percentage under the specified Service Level Performance Measure Timely provision Services at least 98% at [98%] 2% Service Credit of the Services Availability all times gained for each [08:00 to 18:00, percentage under the Monday to specified Service Level Friday days a Performance Measure] week.] [Guidance Note: Insert the appropriate Service Levels and Service Credits above.] The Service Credits shall be calculated on the basis of the following formula: [Example: Formula: x% (Service Level 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 = 23% of the Call Off Contract Charges Level Performance Measure requirement payable to the Customer as Service for Service Level Performance Criterion Credits to be deducted from the next of accurate and timely billing to Valid Invoice payable by the Customer] Customer) - 75% (e.g. actual performance achieved against this Service Level Performance Criterion in a Service Period)
ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Levels Service Credit for each Service Period Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold [Accurate and timely billing of Customer Accuracy /Timelines at least 98% at all times [98] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Access to Customer support [08:00 to 18:00, Monday to Friday days a week.] Availability at least 98% at all times [98] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Complaints Handling At least 98% at all times [ ] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Timely provision of the Services [08:00 to 18:00, Monday to Friday days a week.] Services Availability at least 98% at all times [98%] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure] [Guidance Note: Insert the appropriate Service Levels and Service Credits above.] The Service Credits shall be calculated on the basis of the following formula: [Example: Formula: x% (Service Level 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) = 23% 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]