C3.1 Provide customer & off-site problem resolution service C3.1.1 Verbally Timeliness A1 list callers—15 minutes 100% compliance Customer Compliant Pay 100% of Contract acknowledge Line Item Number A2 list callers—15 minutes receipt of (CLIN) paid if all customer Standards in Column 3 Others—1 hour 100% compliance Customer Complaint problem are met 100% compliance Customer Complaint
C3.1 Provide customer & off-site problem resolution service C3.1.1 Verbally acknowledge receipt of customer problem Timeliness A1 list callers—15 minutes A2 list callers—15 minutes Others—1 hour 100% compliance 100% compliance 100% compliance Customer Compliant Customer Complaint Customer Complaint Pay 100% of Contract Line Item Number (CLIN) paid if all Standards in Column 3 are met
CONNECTIONS_II_Example-Performance-Based_SOW.docx