90% within four Business Hours Priority Sites 100% within 10 Business Hours. 90% six Business Hours Metropolitan sites 100% within 15 Business Hours 85% within 10 Business Hours Regional sites 100% within 20 Business Hours 85% within 16 Business Hours Remote sites unless agreed otherwise by the Agency. 100% within 30 Business Hours Faulty MOMs Product(s) as identified by the Agency to the Contractor's Helpdesk is returned to full functionality within: 95% within four Business Hours Priority 100% within eight Business Hours Target Service Level 95% within six Business Hours Metropolitan sites 100% within 10 Business hours 95% within 10 Business Regional 100% within 16 Business Hours 95% within 16 Business Hours Remote sites 100% within 24 Business Hours Measurement Methodology Measurement point Time of Fault notification to the Contractor's Helpdesk; and the time at which full functionality of the MOMs Product is restored and fully operational (‘Returned to Service’). Full functionality and fully operational includes the MOMs Product operating in accordance with its Specifications, including those in the Statement of Minimum Requirement. Calculation For MOMs Product(s) which has been reported as faulty by the Agency, Return to Service is measured as: the time a Fault is logged with the Contractor's Helpdesk; and
Priority Sites 90% within four Business Hours 100% within 10 Business Hours. Metropolitan sites 90% six Business Hours 100% within 15 Business Hours Regional sites 85% within 10 Business Hours 100% within 20 Business Hours Remote sites unless agreed otherwise by the Agency. 85% within 16 Business Hours 100% within 30 Business Hours Target Service Level Faulty MOMs Product(s) as identified by the Agency to the Contractor's Helpdesk is returned to full functionality within: Priority 95% within four Business Hours 100% within eight Business Hours Metropolitan sites 95% within six Business Hours 100% within 10 Business hours Regional 95% within 10 Business 100% within 16 Business Hours Remote sites 95% within 16 Business Hours 100% within 24 Business Hours Measurement Methodology Measurement point Time of Fault notification to the Contractor's Helpdesk; and the time at which full functionality of the MOMs Product is restored and fully operational (‘Returned to Service’). Full functionality and fully operational includes the MOMs Product operating in accordance with its Specifications, including those in the Statement of Minimum Requirement. Calculation For MOMs Product(s) which has been reported as faulty by the Agency, Return to Service is measured as: the time a Fault is logged with the Contractor's Helpdesk; and
Draft%20Service%20Levels.docx