The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Level Ref Detail Target Measurement The System should be available at all times during core hours. Planned maintenance Monthly performance should be undertaken reports emailed to System Availability during none core 100% per annum GPS and verified by hours. GPS will accept Contracting Bodies a maximum of 10 hours unplanned down time per annum without penalty. The supplier should answer all telephone Monthly performance within 30 seconds reports emailed to Telephone System 98% per and provide a monthly GPS and verified by telephone call log to Contracting Bodies GPS via email The supplier should respond to all user Monthly performance queries, regardless reports emailed to User Queries ofwhether placed via 98% per GPS and verified by the system, via the Contracting Bodies phone or via email within 1 hour. Users should receive Monthly performance their booking Booking Confirmations reports emailed to confirmation via the 100% per month Online GPS and verified by – system within 5 Contracting Bodies seconds. should receive Monthly performance their booking Booking Confirmations reports emailed to confirmation from the 100% per month - Offline GPS and verified by offline team within 2 Contracting Bodies hours. Users should receive their travel tickets (if not issued at the time Monthly performance of booking) when being reports emailed to Travel Ticket(s) 100% per month sent by the supplier, no GPS and verified by later than the day Contracting Bodies before the departure date.
The Supplier confirms that it has modelled the Service Credits and has taken them into account in setting the level of the Call Off Contract Charges. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance. ANNEX 1 TO PART A: SERVICE LEVELS AND SERVICE CREDITS TABLE Service Level Ref Detail Target Measurement System Availability The System should be available at all times during core hours. Planned maintenance should be undertaken during none core hours. GPS will accept a maximum of 10 hours unplanned down time per annum without penalty. 100% per annum Monthly performance reports emailed to GPS and verified by Contracting Bodies Telephone System The supplier should answer all telephone within 30 seconds and provide a monthly telephone call log to GPS via email 98% per Monthly performance reports emailed to GPS and verified by Contracting Bodies User Queries The supplier should respond to all user queries, regardless ofwhether placed via the system, via the phone or via email within 1 hour. 98% per Monthly performance reports emailed to GPS and verified by Contracting Bodies Booking Confirmations – Online Users should receive their booking confirmation via the system within 5 seconds. 100% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies Booking Confirmations - Offline should receive their booking confirmation from the offline team within 2 hours. 100% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies Travel Ticket(s) Users should receive their travel tickets (if not issued at the time of booking) when being sent by the supplier, no later than the day before the departure date. 100% per month Monthly performance reports emailed to GPS and verified by Contracting Bodies
WPSTMS%20Call%20Off%20Contract.docx