sufficient time to respond and take any necessary action required of them, working with the Customer where needed to ensure a satisfactory resolution 2% Service Credit Responded All account gained for each 1% to within 2 at least 99.9% queries [ ] under the specified working at all times responded to Service Level days Performance Measure 2% Service Credit Resolved All account gained for each 1% within 10 at least 99.9% queries [ ] under the specified working at all times resolved Service Level days Performance Measure All reports 2% Service Credit delivered in gained for each 1% accordance 100% of the Delivered [ ] the specified with the time Service Level Customer’s Performance Measure requirements All key Transaction related data 2% Service Credit including gained for each 1% 100% of the references Provided [ ] under the specified time applicable to Service Level the Supplier Performance Measure and Customer is provided The real-time, 2% Service Credit intraday/end of gained for each 1% 100% of the day Gross Accessed [ ] the specified time position can be Service Level accessed Performance Measure
sufficient time to respond and take any necessary action required of them, working with the Customer where needed to ensure a satisfactory resolution All account queries responded to Responded to within 2 working days at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All account queries resolved Resolved within 10 working days at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All reports delivered in accordance with the Customer’s requirements Delivered 100% of the time [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure All key Transaction related data including references applicable to the Supplier and Customer is provided Provided 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure The real-time, intraday/end of day Gross position can be accessed Accessed 100% of the time [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure