Service Level Service Level Service Level Performance Criterion Key Indicator Performance Service Credit for each Service Period Threshold Measure Lot 2: Hybrid Mail On Site Solutions: Software Up-Time High up-time of software is critical and represents the amount of time the Solution up-time must 2% Service Credit gained for each percentage software and Hybrid Mail solution is fully functional within the Monitored and reported by the maintain an average of [ ] under the specified Service Level Performance maintenance support hours of this Service Level Contracting Body 97%. Measure Software and the Hybrid Mail solution up-time must maintain an average of 98% and a minimum of 97% Engineer Maintenance Support: Engineer support will be provided as a minimum of 7 working hours Monitored by the Service 2% Service Credit gained for each percentage between the normal service hours listed: Provider(s) and the Contracting At 99% at all times [ ] under the specified Service Level Performance Engineers Support Monday - Friday Body Measure Standard 09:00 17:00 – Notification email should be sent 2% Service Credit gained for each percentage Notification of software updates must be provided 48 hours prior to the by Service Provider(s) to At least 98% of the [ ] under the specified Service Level Performance update taking place. Contracting Body nominated time. Measure representative. Service Service Level Service Level Performance Criterion Key Indicator Performance Service Credit for each Service Period Threshold Measure Lot 3: Hybrid Mail Off Site Solution 2% Service Credit gained for each percentage Service Provider(s) Property Up Time: Data provision confirming printing At least 99% at all [ ] under the specified Service Level Performance Printing and finishing equipment to be available 99% of the time. and output/ times Measure 2% Service Credit gained for each percentage Service Provider(s) to provide data At least 99% at all Relevant routing/data transfer medium (web, software etc) availability. [ ] under the specified Service Level Performance confirming routing availability times Measure 2% Service Credit gained for each percentage Measured by timely and accurate 98% of items to be On time delivery to addressee. [ ] under the specified Service Level Performance delivery delivered on time Measure Service Level Service Level Service Level Performance Criterion Key Indicator Performance Service Credit for each Service Period Threshold Measure Lot 4: International Mail Services
Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold Service Credit for each Service Period Lot 2: Hybrid Mail On Site Solutions: Software Up-Time High up-time of software is critical and represents the amount of time the software and Hybrid Mail solution is fully functional within the maintenance support hours of this Service Level Software and the Hybrid Mail solution up-time must maintain an average of 98% and a minimum of 97% Monitored and reported by the Contracting Body Solution up-time must maintain an average of 97%. [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Engineer Maintenance Support: Engineer support will be provided as a minimum of 7 working hours between the normal service hours listed: Engineers Support Monday - Friday Standard 09:00 – 17:00 Monitored by the Service Provider(s) and the Contracting Body At 99% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Notification of software updates must be provided 48 hours prior to the update taking place. Notification email should be sent by Service Provider(s) to Contracting Body nominated representative. At least 98% of the time. [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Service Level Performance Criterion Key Indicator Service Performance Measure Service Level Threshold Service Credit for each Service Period Lot 3: Hybrid Mail Off Site Solution Service Provider(s) Property Up Time: Printing and finishing equipment to be available 99% of the time. Data provision confirming printing and output/ At least 99% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Relevant routing/data transfer medium (web, software etc) availability. Service Provider(s) to provide data confirming routing availability At least 99% at all times [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure On time delivery to addressee. Measured by timely and accurate delivery 98% of items to be delivered on time [ ] 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Service Level Performance Criterion Key Indicator Service Level Performance Measure Service Level Threshold Service Credit for each Service Period Lot 4: International Mail Services
080618_Postal%20Goods%20%20Services%20Tool%20Kit%202%20-%20Invitation%20to%20Tender%20%282%29%20%282%29.docx