With the exception of Alternative Payment Method’s, the value is 2% Service Credit received in the Gross value gained for each 1% 100% of the Customer’s is received [ ] under the specified time bank account in on time Service Level accordance Performance Measure with the Customer’s agreed settlement date and time. and 2% Service Credit All settlement resolved gained for each 1% queries are within five at least 99.9% [ ] the specified acknowledged working at all times Service Level and resolved days of the Performance Measure being raised The facility to Changes 2% Service Credit change actioned gained for each 1% Transaction at least 99.9% within five [ ] under the specified thresholds with at all times working Service Level the changes days Performance Measure actioned All Point of Sale, Mobile Point of Sale Terminals 2% Service Credit Supplied equipment or gained for each 1% within five at least 99.9% equivalent to [ ] under the specified working at all times facilitate Service Level days Cardholder Performance Measure Present Transactions is supplied All replacement 2% Service Credit Point of Sale Replaced gained for each 1% Terminals, at least 99.9% within 24 [ ] under the specified Mobile Point of at all times hours, Service Level Sale Terminals Performance Measure equipment or equivalent to
With the exception of Alternative Payment Method’s, the value is received in the Customer’s bank account in accordance with the Customer’s agreed settlement date and time. Gross value is received on time 100% of the time [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All settlement queries are acknowledged and resolved and resolved within five working days of the being raised at least 99.9% at all times [ ] 2% Service Credit gained for each 1% the specified Service Level Performance Measure The facility to change Transaction thresholds with the changes actioned Changes actioned within five working days at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All Point of Sale, Mobile Point of Sale Terminals equipment or equivalent to facilitate Cardholder Present Transactions is supplied Supplied within five working days at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure All replacement Point of Sale Terminals, Mobile Point of Sale Terminals equipment or equivalent to Replaced within 24 hours, at least 99.9% at all times [ ] 2% Service Credit gained for each 1% under the specified Service Level Performance Measure
ANNEX%20B%20%20-%20TEMPLATE%20ORDER%20FORM%20%26%20CALL%20OFF%20TERMS%20%282%29.docx