Service Key Service Credit for Performance Performance measure Indicator each Service Period Criteria Category Service Level Timescales Service Credit To provide such 0.25% Service Credit documentation and 100 percent within 14 gained for each information or Days of receipt of percentage under the explanations as the request. specified performance Customer may reasonable measure require Grant the Customer’s 0.25% Service Credit internal / external auditors Contract gained for each access for the purpose of 100 percent access Management percentage under the carrying our an audit on granted. specified performance the supply of the Services measure under the Contract 0.25% Service Credit Attendance at review gained for each meetings instigated by the 100 percent attended. percentage under the Customer specified performance measure SERVICE LEVELS AND SEVERITY LEVELS Service Level achieved Service Level 6070% 7190% 9195% 96100% 1. Booking service availability 2. Acknowledgement of complaints 3. Make good/resolve the compliant, oversight or omission 4. Assignment/Engagement fulfilment timescales 5. Provision of Temporary work-seekers and/or Work-seekers, as appropriate (fulfilment rate)
Performance Criteria Service Key Indicator Performance measure Service Credit for each Service Period Category Service Level Timescales Service Credit Contract Management To provide such documentation and information or explanations as the Customer may reasonable require 100 percent within 14 Days of receipt of request. 0.25% Service Credit gained for each percentage under the specified performance measure Grant the Customer’s internal / external auditors access for the purpose of carrying our an audit on the supply of the Services under the Contract 100 percent access granted. 0.25% Service Credit gained for each percentage under the specified performance measure Attendance at review meetings instigated by the Customer 100 percent attended. 0.25% Service Credit gained for each percentage under the specified performance measure SERVICE LEVELS AND SEVERITY LEVELS Service Level achieved Service Level 6070% 7190% 9195% 96100% 1. Booking service availability 2. Acknowledgement of complaints 3. Make good/resolve the compliant, oversight or omission 4. Assignment/Engagement fulfilment timescales 5. Provision of Temporary work-seekers and/or Work-seekers, as appropriate (fulfilment rate)
Order%20Form%20and%20Call%20Off%20Terms%20V1.docx