Service Service Level Service Level Key Level Performance Performance Indicator Threshold Criterion Measure [Accurate and Accuracy at least 98% [ ] 0.5% Service Credit timely billing /Timelines at all times gained for each of Customer percentage under the specified Service Level Performance Measure Access to Availability at least 98% [ ] 0.5% Service Credit Customer at all times gained for each support percentage under the specified Service Level Performance Measure Complaints At least 98% [ ] 0.5% Service Credit Handling at all times gained for each percentage under the specified Service Level Performance Measure provision of Quality at least 98% [ ] 2% Service Credit specific at all times gained for each Services percentage under the specified Service Level Performance Measure Timely Services at least 98% [ ] 2% Service Credit provision of Availability at all times gained for each the Services percentage under the [** hours a specified Service day, ** days a Level Performance week.] 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 = x% of the Call Off Contract Charges Performance Measure) - x% (actual payable to the Customer as Service Service Level performance) Credits to be deducted from the next
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 [ ] 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Access to Customer support Availability at least 98% at all times [ ] 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 provision of specific Services Quality at least 98% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Timely provision of the Services [** hours a day, ** days a week.] Services Availability at least 98% at all times [ ] 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
RM1058%20-%20Call%20Off%20Contract%20-%20Terms%20and%20Conditions_1.docx