<<describe the key <<detailed <<identify objective <<identify how performance indicator, performance criteria>> method or formula often the key including how frequently it for performance must be achieved (if measurement>> indicator is applicable)>> assessed>> Service Credits <<Insert details of applicable Service Credits which are payable if the Supplier does not meet the Service Levels. This needs to include how the Service Credit is calculated and the applicable measurement period.>> Escalation procedure Without limiting the Customer’s rights and remedies the Contract, the Customer may raise and escalate Defects and any other issues under the Contract which adversely impact upon the Customer in accordance with the following table. The Customer may escalate an issue to the next level where a satisfactory response has not been provided or a resolution has not been reached within the specified timeframe. Escalation Representatives Timeframe for response / resolution Customer: <<insert name, position and contact 1 <<insert>> details>> Supplier: <<insert name, position and contact details>> Customer: <<insert name, position and contact 2 <<insert>> details>> Supplier: <<insert name, position and contact details>> Customer: <<insert name, position and contact 3 <<insert>> details>> Supplier: <<insert name, position and contact details>> <<The following Service Levels may be completed if the Customer is procuring Telecommunications Services under Module Order 5.>> Service Levels for Module Order Form 5 – Telecommunications Services Definitions and interpretation
<<describe the key performance indicator, including how frequently it must be achieved (if applicable)>> <<detailed performance criteria>> <<identify objective method or formula for measurement>> <<identify how often the key performance indicator is assessed>> Service Credits <<Insert details of applicable Service Credits which are payable if the Supplier does not meet the Service Levels. This needs to include how the Service Credit is calculated and the applicable measurement period.>> Escalation procedure Without limiting the Customer’s rights and remedies the Contract, the Customer may raise and escalate Defects and any other issues under the Contract which adversely impact upon the Customer in accordance with the following table. The Customer may escalate an issue to the next level where a satisfactory response has not been provided or a resolution has not been reached within the specified timeframe. Escalation Representatives Timeframe for response / resolution 1 Customer: <<insert name, position and contact details>> Supplier: <<insert name, position and contact details>> <<insert>> 2 Customer: <<insert name, position and contact details>> Supplier: <<insert name, position and contact details>> <<insert>> 3 Customer: <<insert name, position and contact details>> Supplier: <<insert name, position and contact details>> <<insert>> <<The following Service Levels may be completed if the Customer is procuring Telecommunications Services under Module Order 5.>> Service Levels for Module Order Form 5 – Telecommunications Services Definitions and interpretation
schedule-8---service-levels.docx