Service Credits Service Credits apply with respect to any failure to meet this Service Level in accordance with clause 4. Consumable Delivery Description Metric Definition Delivery time for Consumables. Service Coverage Business Hours Hours Measurement Hours Business Hours Consumables ordered by the Agency 90% within two Business Days are Delivered within two Business 95% within three Business Days Days, unless agreed otherwise for 100% within four Business Days Remote sites. Minimum Service If Remote Management and/or a Level Valet Service is used - Consumables 90% within two Business Days ordered by the Contractor are 95% within Business Days Delivered within two Business Days, 100% within four Business Days unless agreed otherwise for Remote sites. Consumables ordered by the Agency 95% within two Business Days are Delivered within two Business 100% within Business Days Days. Target Service Level If Remote Management and/or a 95% within two Business Days Valet Service is used - Consumables ordered by the Contractor will be 100% within three Business Days Delivered within two Business Days. Measurement Methodology Measurement point From the time either the Helpdesk or website is notified by the Agency Representative or the Contractor Personnel requesting the provision of Consumables to the time of Delivery of the Consumables to the Agency site.
Service Credits Service Credits apply with respect to any failure to meet this Service Level in accordance with clause 4. Consumable Delivery Description Metric Definition Delivery time for Consumables. Service Coverage Hours Business Hours Measurement Hours Business Hours Minimum Service Level Consumables ordered by the Agency are Delivered within two Business Days, unless agreed otherwise for Remote sites. 90% within two Business Days 95% within three Business Days 100% within four Business Days If Remote Management and/or a Valet Service is used - Consumables ordered by the Contractor are Delivered within two Business Days, unless agreed otherwise for Remote sites. 90% within two Business Days 95% within Business Days 100% within four Business Days Target Service Level Consumables ordered by the Agency are Delivered within two Business Days. 95% within two Business Days 100% within Business Days If Remote Management and/or a Valet Service is used - Consumables ordered by the Contractor will be Delivered within two Business Days. 95% within two Business Days 100% within three Business Days Measurement Methodology Measurement point From the time either the Helpdesk or website is notified by the Agency Representative or the Contractor Personnel requesting the provision of Consumables to the time of Delivery of the Consumables to the Agency site.
Draft%20Service%20Levels.docx