SCHEDULE PART 8 SERVICE LEVELS AND SERVICE CREDITS

Transcription

1 SCHEDULE PART 8 SERVICE LEVELS AND SERVICE CREDITS 4 Star Managed means any element of the Core s and/or part of the Contractor s Managed Estate that is expressly identified in the relevant Classification Statement as a 4 Star Managed ; 5 Star Managed means any element of the Core s and/or part of the Contractor s Managed Estate that is expressly identified in the relevant Classification Statement as a 5 Star Managed ; Application Software means any software that is supported by the Contractor under Applications s; Asset Register Audit means a sample audit of part of the Asset Register conducted by the Authority in accordance with the arrangements agreed between the Parties in writing from time to time; Authority Business Calendar means the calendar set out in Appendix 2 to Part 8 of the Schedule ( Levels and Credits), as amended from time to time in writing with the agreement of both Parties; "Critical Failure" means the occurrence of any event or circumstances that gives rise to a right for the Authority to terminate this Agreement or effect a Partial Termination pursuant to Clause 73.2 (Termination for Cause by the Authority); Defined Managed s means those elements of the Core s that are specifically identified in or pursuant to Appendix 6 to this Part 8 of the Schedule ( Levels and Credits); Development Credits means Credits that can be used by the Authority in full or partial satisfaction of any Charges for s that are provided by the Contractor at any time during the term of the Agreement where those Charges are calculated on the basis of the rates set out in Annex D to Part 26 of the Schedule (Charges and Invoicing); "Emergency Maintenance" means ad hoc and unplanned maintenance provided by the Contractor where: (i) (ii) the Authority reasonably suspects that the Contractor System or the s, or any part thereof, has or may have developed a fault, and notifies the Contractor of the same; or the Contractor reasonably suspects that the Contractor System or the s, or any part thereof, has or may have developed a fault; Existing Curriculum PC means an Existing Curriculum Asset that is identified as an Existing Curriculum PC in the CMDB, being a laptop or desktop device that is supported by the Contractor after the relevant Level Implementation Date in accordance with the Levels, subject to paragraph 4.3 of this Part 8 of the Schedule ( Levels and Credits); Follow-on Failure means any Failure which relates to the same subject matter as another Failure that has previously been reported by the same User during the preceding three month period; HIGHLAND FUJITSU PART 8 FINAL

2 2 "Key Performance Indicators" or "KPIs" means the Levels identified in Appendix 1 to Part 8 of the Schedule ( Levels and Credits) in respect of which failure to meet the relevant Operating Level is stated to give rise to the accrual of Points; "Maintenance Schedule" shall have the meaning set out in paragraph 9.1 of this Part 8 of the Schedule ( Levels and Credits); Maximum Credit means an amount equal to fifteen per cent (15%) of the Charge payable by the Authority to the Contractor in relation to the relevant Period; "Measured Available Hours" means to hours, Monday to Friday, provided that: (i) in relation to 4 Star Managed s, Available Hours means to hours, Monday to Friday and (where expressly specified in the relevant Classification Statement) to hours on Saturdays; and (ii) in relation to 5 Star Managed s, Available Hours means: to hours, Monday to Friday and to hours on Saturdays; "Non-Core Hours" means any hours outside of the relevant Supported Hours; "Operating Level" means the minimum level of performance for a Level which is required by the Authority if the Contractor is to avoid the need to account to the Authority for Credits, which level is identified in relation to each Level in Appendix 1 to this Part 8 of the Schedule ( Levels and Credits) in the column headed "operating service level"; "Outline Performance Monitoring System" has the meaning set out in paragraph 1.5 of Appendix 5 to this Part 8 of the Schedule ( Levels and Credits); "Performance" means the Authority s performance requirements for the s as described in Part A of this Annex; "Performance Monitoring Report" means the monthly report prepared by the Contractor in accordance with paragraph 4 of Appendix 5 to this Part 8 of the Schedule ( Levels and Credits); "Performance Review Meeting" means the regular meeting between the Contractor and the Authority to manage and review the Contractor's performance under the Agreement, as further described in paragraph 4 of Appendix 5 to this Part 8 of the Schedule ( Levels and Credits).; "Permitted Maintenance" shall have the meaning set out in paragraph of this Part 8 of the Schedule ( Levels and Credits); "Quarter" means the first three Periods and each subsequent period of three Periods (or reduced period immediately prior to the end of the Term); "Quarterly Summary" means the summary of the performance by the Contractor to be provided by the Contractor to the Authority pursuant to paragraph 4.4 of Appendix 5 to this Part 8 of the Schedule ( Levels and Credits); "Repeat Failure" has the meaning given to it in paragraph 6.1 of this Part 8 of the Schedule ( Levels and Credits);

3 3 Quarterly Customer Satisfaction means the survey of Users conducted by the Contractor on a Quarterly basis in accordance with the arrangements agreed in writing between the Parties; "Satisfaction Survey" means a survey undertaken by the authority pursuant to paragraph 5 of Appendix 5 to this Part 8 of the Schedule ( Levels and Credits); Points means the points specified in relation to each Key Performance Indicator that will be accrued by the Contractor if it fails to meet the Operating Level for that Key Performance Indicator in the relevant Period; Period Credits means, in relation to each Period, X per cent of the Maximum Credit, where X equals the aggregate of the Points accrued by the Contractor in that Period; " Desk" means the single point of contact set up and operated by the Contractor pursuant to the and Desk Management described in Part 1 of the Schedule (Core s Description); Desk Call means any Failure, request, query or other issue notified to the Desk by a User either via the agreed telephone or online mechanisms specified in paragraph 4.2 of Part 1 of the Schedule (Core s Description); " Downtime" means any period of time during which a and/or System is not available; " Failure" means any defect in or failure in any part of the Contractor s Managed Estate and/or any which results (or would result if Users were, at the relevant time, using that ) in a failure to provide the Contractor s Managed Estate and/or that in accordance with the requirements of this Agreement or which results in the provision of the Contractor s Managed Estate and/or that to Users not complying with the requirements of this Agreement; " Failure Log" means the hard copy and electronic version of the log created and maintained by the Contractor as part of the s in accordance with paragraph 3 of Appendix 5 to this Part 8 of the Schedule ( Levels and Credits); " Failure Report" means the first notification of a Failure received by the Desk (including from the Contractor) in respect of that Failure; Level means a service level applicable to the provision of the Core s set out in paragraphs 1.2 and 2 of Appendix 1 to Part 8 of the Schedule ( Levels and Credits); " Period" means a calendar month for the measurement of service levels, the first Period commencing on 1 April 2010; Threshold means the minimum level of performance for a Level which is required by the Authority before further contractual measures are imposed, which level is identified in relation to each Level in Appendix 1 to this Part 8 of the Schedule ( Levels and Credits) in the column headed "service threshold"; Transformation Date means, in relation to the relevant Core s, the date on which the Authority confirms (in accordance with Parts 3 and 6 of the Schedule) that the

4 4 Contractor shall commence provision of those Core s in accordance with the Target Description; Severity 1 Failure has the meaning given to it in the "Definition" column of the table set out in paragraph 1.1 of Appendix 1 to Part 8 of the Schedule ( Levels and Credits); Severity 2 Failure has the meaning given to it in the "Definition" column of the table set out in paragraph 1.1 of Appendix 1 to Part 8 of the Schedule ( Levels and Credits); Severity 3 Failure has the meaning given to it in the "Definition" column of the table set out in paragraph 1.1 of Appendix 1 to Part 8 of the Schedule ( Levels and Credits); Severity 4 Failure has the meaning given to it in the "Definition" column of the table set out in paragraph 1.1 of Appendix 1 to Part 8 of the Schedule ( Levels and Credits); Star Classification Statement means the statement identifying the 4 Star Managed s and 5 Star Managed s that is agreed by the Parties in relation to each Period in accordance with paragraph 5 of this Part 8 of the Schedule ( Levels and Credits); Stop the Clock Arrangements means the arrangements specified in paragraph 4 of Part 8 of the Schedule ( Levels and Credits) and (where appropriate) in any relevant Detailed Description relating to a particular element of the Core s; "Supported Hours" means to hours Monday to Friday, provided that: (a) where a Failure relates to a 4 Star Managed, Supported Hours means to hours and (where expressly specified in the relevant Classification Statement) to hours on Saturdays; and (b) where a Failure relates to a 5 Star Managed, Supported Hours means: (i) for Severity 2 Failures, 24 hours a day, 7 days a week; and (ii) for Severity 3 Failures and Severity 4 Failures, to hours, Monday to Friday and to hours on Saturdays; System Software means computer software that provides the infrastructure over which Applications Software can operate; User means any person that is authorised by the Authority to receive, have access to and/or use the relevant Core s; and User Base Records Audit means a sample audit of part of the list of Users held by the Contractor, which audit shall be conducted by the Authority in accordance with the arrangements agreed between the Parties in writing from time to time. 1. SCOPE This Part 8 of the Schedule ( Levels and Credits) sets out the Levels which the Contractor is required to achieve when delivering the s, the mechanism for the calculation and payment of Credits by the Contractor, the mechanism by which

5 5 Failures will be managed and the method by which the Contractor's performance of the s by the Contractor will be monitored. 2. PRINCIPAL POINTS 2.1. The objectives of the Levels, Points and Credits are to: 3. SERVICE LEVELS ensure that the s are of a consistently high quality and meet the requirements of the Authority; and provide a mechanism whereby the Authority can attain meaningful recognition of inconvenience and/or loss resulting from the Contractor's failure to deliver the level of for which it has contracted to deliver Appendix 1 to this Part 8 of the Schedule ( Levels and Credits) sets out Levels for the Core s, the performance of which the Parties have agreed to measure The Contractor shall monitor its performance of each of the s referred to in paragraph 3.1 above by reference to the Level(s) for that and shall send the Authority a report detailing the level of service which was achieved in accordance with the provisions of Appendix 5 to this Part 8 of the Schedule The Contractor shall, at all times, provide the s in such a manner that the Operating Level for each Level is achieved If the level of performance of the Contractor of any element of a during a Period: achieves the Operating Level in respect of each element of the, no Points will accrue in respect of that element of the ; is below the Operating Level but above the Threshold for any Key Performance Indicator in respect of each element of the, the appropriate Points will accrue in respect of that element of the ; or constitutes a Critical Failure, the Authority shall be entitled to terminate this Agreement or effect a Partial Termination pursuant to Clause (Termination Rights) and/or seek damages in addition to any Credits which are already due by the Contractor. 4. STOP THE CLOCK ARRANGEMENTS 4.1. The Parties acknowledge and agree that where a Level is expressly stated in Appendix 1 to this Part 8 of the Schedule ( Levels and Credits) to be subject to the Stop the Clock Arrangements, the provisions of this paragraph 4 shall apply In the event that the Contractor is required to obtain assistance or support from a third party in connection with any Authority Mandated Item, the Parties acknowledge and agree that the timescale applicable to the relevant Level shall be

6 6 suspended from the time that the Contractor notifies the Authority pursuant to paragraph until the Contractor receives such assistance or support from the relevant third party, subject to the following conditions: the Contractor shall as soon as practical notify the Authority that the relevant Desk Call relates to an Authority Mandated Item; the Contractor shall as soon as practical contact the relevant third party to request the relevant assistance or support; the Contractor shall take such action and exercise such rights as it or the Authority may have in relation to the relevant Authority Mandated Item in order to comply, as far as possible, with the relevant Level; and for the avoidance of any doubt, and subject to Clause 11 (Effect of Authority Cause), any costs and/or expenses incurred by the Contractor in liaising with third parties in connection with Authority Mandated Items are deemed to be included in the Charges In the event that a Desk Call is raised in relation to an Existing Curriculum PC or a Legacy Curriculum Peripheral and, following initial investigation, the Contractor (acting reasonably) believes that the Legacy Curriculum Peripheral or Existing Curriculum PC has come to the end of its life or relevant spare parts cannot be sourced at a reasonable commercial rate or in a time to meet the relevant Failure Resolution Time shown in Appendix 1 paragraph 1.1, the Contractor shall notify the Authority. Upon the Authority s receipt of this notification, the Resolution Time timescale applicable to the relevant Level shall be suspended and the Parties shall agree the appropriate action to be taken in relation to the Existing Curriculum PC or Legacy Curriculum Peripheral, which may include disposal and/or replacement of the item. Where the Authority agrees with the Contractor s notification pursuant to this paragraph 4.3, the Desk Call shall be closed. Any disputes in relation to this paragraph 4.3 shall be referred to the Expert Determination Procedure for resolution. 5. STAR CLASSIFIED SERVICE LEVELS 5.1. The Parties acknowledge and agree that the final list of the 4 Star Managed s and the 5 Star Managed s shall be agreed between the Parties (both Parties acting reasonably) not less than thirty days prior to the relevant Transformation Date and shall be recorded in the Star Classification Statement. The Parties acknowledge and agree that the Star Classification Statement shall be compiled in accordance with the principles reflected in Appendix 2 to this Part 8 of the Schedule ( Levels and Credits) The Parties acknowledge and agree that the Authority shall be entitled to notify the Contractor via the Change Control Procedure of required changes to the Star Classification Statement applicable to any Period having regard to the Authority Business Calendar and otherwise as the Authority may reasonably require (either on a temporary or permanent basis), provided always that the Authority notifies the Contractor of any required changes not less than fourteen (14) days prior to the commencement of the relevant Period The Parties acknowledge and agree that the impact of any changes made by the Authority to the Star Classification Statement pursuant to paragraph 5.2 on the

7 7 Charges shall be handled in accordance with the procedures set out in Appendix 5 to this Part 8 of the Schedule ( Levels and Credits). 6. REPEAT AND PERSISTENT FAILURES 6.1. If the Contractor fails to achieve any particular Level during three (3) consecutive Periods or during three (3) Periods in any six (6) month period, the third such failure shall be a "Repeat Failure". Any subsequent failure by the Contractor to achieve that same Operating Level shall also be a Repeat Failure If any Repeat Failure occurs: the Contractor shall be obliged to prepare and implement a Correction Plan in accordance with Clause 15; and the amount of Points that shall accrue to the Contractor in respect of such Repeat Failure shall be: in the first Period in which there is a Repeat Failure in relation to that Level, one hundred and fifty (150%) per cent of the amount of Points that would normally accrue in respect of an initial failure of that Level; and in each immediately consecutive subsequent Period in which there is a Repeat Failure in relation to that Level, two hundred (200%) per cent of the amount of Points that would normally accrue in respect of an initial failure of that Level The Parties acknowledge and agree that the cap on the Contractor s liability for Credits set out in Clause (Limitations of Liability) shall not apply to additional Credit liability accrued in relation to Repeat Failures pursuant to paragraph above. 7. SERVICE POINTS AND SERVICE CREDITS 7.1. The Contractor shall calculate the amount of Points accruing during each Period in accordance with Appendix 1 to this Part 8 of the Schedule ( Levels and Credits) and convert such Points into Credits in accordance with the spreadsheet set out in Appendix 8 to this Part 8 of the Schedule ( Levels and Credits) and shall notify the Authority of the amount of those Credits in the relevant Performance Monitoring Report Except to the extent that the Authority notifies the Contractor that the Authority wishes to convert all or part of the Credits to Development Credits pursuant to paragraph 7.2 below, the Authority may (at its sole discretion) treat Credits as a reduction of the amounts payable in respect of the relevant Core s and the Contractor shall (at the Authority s option) set-off the value of any Credits against the appropriate invoice or pay the appropriate amount to the Authority (as a debt due to the Authority) within thirty days of demand from the Authority.

8 The Parties acknowledge and agree that the Authority shall have the option to convert all or part of the Credits accruing during any Period into Development Credits on providing written notice to the Contractor within 20 Working Days of receipt of the relevant Performance Monitoring Report. The Development Credits shall be calculated at a rate of 150% of the amount of the relevant Credits The Authority shall be entitled to use accrued Development Credits in satisfaction of any Charges for s at any time during the term of this Agreement where those Charges are calculated on the basis of the rates set out in Annex D to Part 26 of the Schedule (Charges and Invoicing). The Parties acknowledge and agree that, for the avoidance of any doubt, the cap on the Contractor s liability for Credits set out in Clause (Limitations of Liability) shall be increased by one hundred and fifty (150%) per cent to the extent that the Authority exercises its right to convert Credits to Development Credits pursuant to paragraph 7.3 above The Authority shall use the reports provided pursuant to Appendix 5 of this Part 8 of the Schedule ( Levels and Credits) and/or Part 32 of the Schedule (Governance) to, among other things, verify the calculation and accuracy of the Points and Credits, if any, applicable to each relevant Period. 8. NATURE OF SERVICE CREDITS The Contractor confirms that it has modelled the Credits and has taken them into account in setting the level of the Charges. Both Parties agree that the Credits are a reasonable method of price adjustment to reflect poor performance, and represent a genuine pre-estimate of the Authority s loss resulting from such poor performance by the Contractor. 9. CONTRACTOR SYSTEM MAINTENANCE 9.1. The Contractor shall create and maintain a rolling maintenance schedule with regard to the Contractor Managed Estate which shall be approved by the Authority in advance ("Maintenance Schedule"). The Maintenance Schedule shall be discussed and updated by the Change Advisory Board (CAB) in accordance with the procedures for operation of the Change Advisory Board set out in paragraph Part 1 of the Schedule( Core Description). Any Disputes in relation to the Maintenance Schedule shall be referred to the Expert Determination Procedure for resolution When the Contractor wishes to carry out any maintenance to any part of the Contractor Managed Estate (other than Emergency Maintenance), it shall ensure that: the timing of the planned maintenance is in accordance with the requirements of the Maintenance Schedule or is as otherwise agreed in writing with the Authority's Representative at least 20 Working Days in advance; it is carried out during Non-Core Hours; once agreed with the Authority's Representative the detail of the planned maintenance (which shall be known as "Permitted Maintenance") is forthwith entered onto the Maintenance Schedule; and

9 the Permitted Maintenance is subsequently carried out in accordance with the Maintenance Schedule The Contractor will be allowed to book a maximum of 24 consecutive hours Downtime during Non-Core Hours for Permitted Maintenance in any one Period which shall take place between the hours and on the day specified in the Maintenance Schedule unless otherwise agreed in writing with the Authority. For the avoidance of doubt, only one slot for the performance of Permitted Maintenance shall be permitted in each Period The Contractor shall carry out any necessary maintenance in accordance with the terms of this Agreement where it reasonably suspects that any part of the Contractor Managed Estate or the s or any part thereof has or may have developed a fault. Any such maintenance shall be carried out in such a manner and at such times so as to avoid (or where this is not possible so as to minimise) disruption to the Contractor System and the s The Contractor shall give as much notice as is reasonably practicable to the Authority's Representative prior to carrying out any Emergency Maintenance. 10. SERVICE MONITORING The Parties shall comply with their respective obligations in relation to service monitoring as set out in Appendix 5 to this Part 8 of the Schedule ( Levels and Credits).

10 10 APPENDIX 1 SERVICE LEVELS AND SERVICE CREDITS 1. RESOLUTION OF SERVICE FAILURES 1.1 Resolution Times The Contractor's Desk must allow for Failures to be logged by an User raising a Desk Call twenty-four hours a day, seven days a week. The Contractor shall resolve Failures in accordance with the following table. The Parties may, prior to the Corporate Level Implementation Date, agree to the update, variation and/or replacement of the severity level definitions shown in the table below with definitions based upon the table set out (for information purposes) in paragraph 1.1A below. For the avoidance of doubt, the Authority shall not be bound to agree to any update, variation and/or replacement of the severity level definitions shown within the table below and, in the event that the Authority does agree to any such update, variation and/or replacement, there shall be no consequent or related increase to any of the Charges payable by the Authority. Severity Level Definition Resolution Time Severity 1 A Failure which, in the reasonable opinion of the Authority: Corporate: An incident that is business critical relating to business outcome, including but not limited to financial impact, full loss of service or functionality to customers, regulatory or legal issue or impact on major project, affects all users within a department, users carrying out vital business tasks or any critical site failure, service unavailable or any unavailability to the defined critical applications where there is no immediate workaround. This includes any fault of such description that is the responsibility of the Provider, Curriculum: Failure or serious degradation of one or more School Solution features that is school or pupil affecting, and/or time-critical and for which no immediate workaround is available. Severity 1 incidents relate to the core components of the ICT delivery for the delivery of whole class teaching. These systems must have the highest availability possible for access by staff. Functionality of School Solution fails, rendering the School Solution wholly or partially inoperative or causing data corruption, loss Four hours from the first Desk Call in relation to the Failure, subject (where applicable) to the Stop the Clock Arrangements.

11 11 Severity Level Definition Resolution Time Severity 2 A Failure which, in the reasonable opinion of the Authority: Corporate: An incident that has business critical impact or has potential for business critical impacts and affects a single department or non critical site and either: A production system (production system is any system that is in use, not under development, test or pilot) is significantly degraded where the cause of the degradation is the fault of the Provider and not as a result of third parties or unplanned actions of users including, but not limited to, running unscheduled reports, input of incorrect data. A production system function failed or is unavailable causing disruption to business operations Examples of Severity 2 Incident could include a server unavailability impacting the housing department or a critical business function where tight deadlines incapable of being met. Six Supported Hours from the first Desk Call in relation to the Failure, subject (where applicable) to the Stop the Clock Arrangements. Curriculum: major failure or serious degradation of a single School Solution feature that is school or pupil affecting, will become time-critical and for which a workaround is available. Severity 2 incidents relate to components that are important for the delivery of whole class teaching and the communication and functioning of the individual schools Functionality of School Solution fails or degrades to the point of unsuitability on an intermittent or frequent basis, rendering the School Solution wholly or partially inoperative or causing data corruption, loss.

12 12 Severity Level Definition Resolution Time Severity 3 A Failure which, in the reasonable opinion of the Authority: Corporate: A fault that is not business/mission critical and affects a single user. User s workstation, software or network services are unavailable to perform critical work for single user. A fault that is not business/mission critical but affects a single department or group of users. There is no workaround available. Curriculum: A failure of one or more components of a School Solution feature that is not school or pupil impacting and the School Solution remains operational through a temporary or automated workaround, but requires a permanent replacement or solution to be developed. These will include but are not limited to those cases in which non-critical data are unavailable. Severity 3 incidents relate to components that are important for the delivery of the curriculum within the classroom, Functionality of one or more components fail, School Solution is unaffected as workaround routes around the problem area. Managed Print Levels Unless otherwise agreed between the Parties in the Detailed Description for the Managed Print, all printer incidents will be treated as Severity 3. Eight Supported Hours from the first Desk Call in relation to the Failure, subject (where applicable) to the Stop the Clock Arrangements. Severity 4 Corporate: A Failure which, in the reasonable opinion of the Authority, has, or has the potential to have, a minor adverse impact on the provision of the s to Users The incident has not impacted normal service and the user can function as normal. An example could include a user who has a variation to their screen resolution / image or a user has lost their shortcut for access to an application but a workaround is available. Sixteen Supported Hours from the first Desk Call in relation to the Failure, subject (where applicable) to the Stop the Clock Arrangements.

13 13 Severity Level Definition Resolution Time Curriculum: A failure of one or more components of a School Solution feature that is not school or pupil impacting and the School Solution remains operational, may require a permanent resolution to be developed. These will include but are not limited to those cases in which non-critical data are unavailable. Severity 4 incidents can relate to components that are not required for the delivery of the curriculum within the classroom and Legacy Curriculum Peripherals Curriculum Support Activities as defined will be treated as Severity 4 incidents The Parties agree that, insofar as any Failure relates to a Legacy Curriculum Peripheral, then subject always to paragraph 4.3 above, that Failure shall be recorded as a Severity 4 Failure.

14 14 1.1A POTENTIAL TRIOLE SEVERITY LEVEL DESCRIPTIONS (PROVIDED FOR INFORMATION PURPOSES ONLY) This section describes, for information purposes only, the standard Incident Priority levels delivered by TRIOLE for s Incidents are categorised by priority - TRIOLE for s defines these priority levels and provides examples of how they apply to particular types of incident. Priority Levels Description Examples 1 An incident that results in a full loss of service or functionality affecting multiple users or whole systems, with critical business impact, and there is no immediate workaround solution. 2 An incident that results in a partial loss of service or functionality with potentially critical business impact and for which there is no immediate workaround solution. 3 An incident that results in a partial loss of service or functionality with no immediate critical business impact and for which a workaround is available. 4 The incident has resulted in a partial loss of service or functionality and there is a nominal business impact. A workaround is available and/or deferred maintenance is acceptable. 5 The incident has not impacted normal service. Server down; network down; local or wide area connection unavailable; E- mail server is unavailable; virus. Server down in one area of the office; partial network or server unavailable where alternate functions are available; a critical business function with tight deadlines incapable of being met; a critical PC or peripheral device is unavailable. A non-critical printer or PC is not working but an alternative is temporarily available; the business system functionality is impaired but is not critical. A non-critical PC or printer is not working but an alternative is available; a printer is producing spurious characters. Intermittent aggravations that impair a service but do not have a critical business impact or do not cause the system or service to wholly be unavailable. An individual has an intermittent power problem on their laptop which is fixed by a hard reboot, but does not cause

15 15 issues when using the service. Incident prioritisation (Severity) is based on the following: Urgency an assessment of the speed with which the incident needs resolution Impact reflects the likely effect the incident will have on the business service Urgency can be defined as per the table below: Urgency Definition 1 Has a significant adverse impact on the delivery of service to a large number of end users. Causes significant financial loss and/or disruption. Results in any material loss or corruption of customer data. For example, incidents with this urgency may affect the COMPANY 2 Has a moderate adverse impact on the delivery of service to a large number of end users Causes a financial loss and/or disruption to the customer which is more than trivial but less severe than the significant financial loss described in the definition of an Urgency level of 1. For example, incidents with this urgency may affect a DIVISION 3 Has a moderate adverse impact upon the delivery of service to a small (i.e. 1 or more) or moderate number of end users; For example, incidents with this urgency may affect a DEPARTMENT 4 Has a minor adverse impact upon the delivery of service to a small number of end users For example, incidents with this urgency may affect a TEAM 5 Has no impact upon the delivery of service For example, incidents with this urgency may affect an INDIVIDUAL

16 16 And impact is calculated as follows: IMPACT Criticality 1 Critical Function 2 - High Impact Function 3 - Medium Impact Function 4 - Low Impact Function 5 - Cosmetic Function or Training System Number of users affected > 70% 40% - 70% 10% - 40% < 10% Single user The Priority for allocating resource to the resolution of the incident is then based on a combination of impact and urgency, as per the table below: PRIORITY Urgency Impact

17 17 Priority TRIOLE Standard Customer Contracted Priority 1 Priority 2 Priority 3 Priority 4 Priority 5 2 hrs 4 hrs 8 hrs 16 hrs 48 hrs 1.2 Failure Resolution Time Levels The Levels applicable to the Contractor s resolution of Failures during each Period are as follows: SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Severity 1 Failure The percentage of Severity 1 Failures occurring in the relevant Period that are resolved within the required resolution time stated in the table in paragraph 1.1 above. Number of Severity 1 incidents resolved <= 4 hours / total number of Severity 1 Incidents = Operating Level Attained The information used to measure this KPI will be obtained from the TRIOLE for s Management Toolset and presented in the monthly Management Report. 95% Less than 75% 12 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum Points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule.

18 18 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Severity 2 Failure The percentage of Severity 2 Failures occurring in the relevant Period that are resolved within the required resolution time stated in the table in paragraph 1.1 above. Number of Severity 2 incidents resolved <= 6 hours / total number of Severity 2 Incidents = Operating Level Attained The information used to measure this KPI will be obtained from the TRIOLE for s Management Toolset and presented in the monthly Management Report. 95% Less than 75% 6 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule Severity 3 Failure The percentage of Severity 3 Failures occurring in the relevant Period that are resolved within the required resolution time stated in the table in paragraph 1.1. above. Number of Severity 3 incidents resolved <= 8 hours / total number of Severity 3 Incidents = Operating Level Attained The information used to measure this KPI will be obtained from the TRIOLE for s Management Toolset and presented in the monthly Management Report Severity 4 Failure The percentage of Severity 4 Failures (other than relating to a Legacy Curriculum Peripheral) occurring in the relevant Period that are resolved within the required resolution time stated in the table in paragraph 1.1 above. Number of Severity 4 incidents resolved <= 16 hours / total number of Severity 4 incidents = Operating Level Attained The information used to measure this PI will be obtained from the TRIOLE for 95% Less than 75% 95% Less than 75% 3 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule. Not Applicable

19 19 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) s Management Toolset and presented in the monthly Management Report.

20 20 2. SERVICE PERFORMANCE 2.1 Management s SLA Ref Description and Measure Operating Level Threshold Points (if applicable)

21 21 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Monthly User Satisfaction 90% 70% Not Applicable The percentage of User satisfaction surveys completed during the relevant Period (by Users that have contacted the Desk in the preceding one month in relation to issues that indicate that the relevant User is either satisfied or very satisfied with the service provided by the Contractor. For all resolved incidents, 5 days after call closure, provide 10% of representative users as defined by the Council who logged the incident with a follow up contact using the appropriate contact method as defined by the Council to assess their satisfaction with the resolution of the call and report on this weekly. The format of this shall be agreed by the Council. All negative comments shall be investigated by the Contractor and the outcome of the investigations reported to the Council; The formula for the calculation is the number of survey responses with a satisfied or above rating / total number of surveys requested * 100 = "% Level Attained". The selection of surveys will be a truly random selection of 10% of calls and automatically selected by the Contractors Management Toolset. The information used to measure this PI will be obtained from the TRIOLE for s Management Toolset and presented in the monthly Management Report. The Authority and the Contractor will work together to ensure responses to all satisfaction surveys. It is agreed between the parties that the detailed arrangements for the conduct of the monthly User Satisfaction surveys will be agreed and documented during the Transition Phase on the understanding that the satisfaction surveys, will involve a random sampling of Users and completion of a survey over the telephone. It is understood between the parties that the questions asked in the survey will be set by the Council s IS Client in consultation with the Contractor.

22 22 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Quarterly Customer Satisfaction The percentage of responses to the Quarterly Customer Census that rate the service provided by the Contractor at 7 or above on a scale of 1 to 10. All HC council services are surveyed on a quarterly basis, the survey target is Head of and/or Business support Managers. Elements such as the monthly user satisfaction, the council own scorecard satisfaction survey contribute to the final score. Other categories that form part are among others vision and strategy, contract & value, relationships, resources, service, projects and change. 90% 70% 7 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule. The formula for the calculation is the number of survey responses with a 7 or above rating / total number of surveys requested * 100 = "% Level Attained". The information used to measure this KPI will be collected from the results obtained from the Contractor CSAT process. The Authority and the Contractor will work together to ensure responses to all satisfaction surveys.

23 23 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Annual Client Satisfaction The score awarded by the Authority in relation the Contractor s performance of the s at the relevant Annual Review on the basis of the measure agreed between the Parties pursuant to Part 32 of the Schedule (Governance). 7 or more on a scale of one to ten 5 or less on a scale of one to ten Not Applicable A review of the year s performance, SLAs complaints, Major incidents, trend analysis, benchmarks. Elements fed from Quarterly Customer Satisfaction. The format of this shall be agreed by the Council The Contractor recommends a 1-10 scoring mechanism is to be used. Agreement of the survey questions to be agreed during the Transition Phase. 7 is a satisfied score. The formula for the calculation is the number of survey responses with a 7 or above rating / total number of surveys requested * 100 = "% Level Attained". The information used to measure this PI will be agreed by the Authority and the Contractor during the Transition Phase. The Authority and the Contractor will work together to ensure responses to all satisfaction surveys. The Parties agree that the precise details of the scoring measure will be agreed between the Parties and documented during the Transition Phase.

24 24 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Desk Call Answer The percentage of calls made by Users to the Desk during the relevant Period that are answered within twenty seconds by a live operator after being directed by the Contractor s ACD. This KPI is valid during the Desks core hours of 08:00 18:00 Mon Fri. Number of calls answered in < 20 seconds / total calls * 100 = Operating Level Attained 80% Less than 60% 4 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule. The information to measure this KPI will be generated from our Mitel ACD solution and presented in the Monthly Management Report.

25 25 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Call Abandonment Rate The percentage of calls made to the Desk during the relevant Period which either hang up or are disconnected before the Contractor s operator answers the telephone. The measurement of this KPI starts after the IVR (Interactive Voice Response) message has finished. This KPI is valid during the Desks core hours of 08:00 18:00. Less than 3% More than 7% 2 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule. Total Calls abandoned after IVR(Interactive Voice Response) message has finished / total calls received after IVR Message has finished * 100 = Operating Level Attained The information to measure this KPI will be generated from our Mitel ACD solution and presented in the Monthly Management Report.

26 26 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) First Call Resolution Rate The percentage of telephone calls received by the Desk during which the issue raised by the User are resolved during that first call. This KPI is valid during the Desks core hours of 08:00 18:00. Number of contacts resolved on the first call / total contacts * 100 = Operating Level attained. The First Call Resolution calculation includes the hot transfer of an incident by the Desk to a subsequent Contractor resolving team. Where the incident relates to a hardware failure or where the incident requires resolution by a 3 rd Party that is not Managed by the Contractor as part of the Managed Contract then these incidents will sit outside the calculation for First Call resolution. 70% 50% 7 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule. The information used to measure this KPI will be obtained from the TRIOLE for s Management Toolset and presented in the monthly Management Report Follow-on Failures Number of Follow-on Failures notified during a Period within 3 consecutive months following the initial Failure for the identical issue as a percentage of the total number of Desk Calls received by the Contractor relating to Failures during the relevant Period. 5% More than 9.0% 3 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule.

27 27 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Asset Register Accuracy Level of accuracy of the Asset Register as assessed by the Asset Register Audit. This is only applicable where changes have followed our ISO/IEC Change Management Process that includes the process for updating asset information in our Configuration Management Database. The Contractor will allow the Authority access to the TRIOLE for s CMDB to obtain measure this KPI. 99% Less than 80% 2 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule User Base Record Accuracy Active Directory 99% 99% Not Applicable Level of accuracy of the Contractor s User Base Records as assessed by the User Base Audit. The Contractor will provide the Authority with access to such part of the Active Directory as the Authority may request in order for the Authority to measure this PI Curriculum Support Activities 90% 70% Not Applicable Percentage of Curriculum Support Activities undertaken during the relevant Period that were successfully completed within the timescales set out in the ECS Support Activities Definition.

28 28 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Automated Password Reset Percentage of automated requests for password reset of Defined Managed s that are effected by the automated procedures within 15 minutes of the request being made. Number of automated password resets achieved within 15 minutes / total number of automated password requests * 100 = Operating Level Attained This KPI will be measured by the Contractor by obtaining information from the password reset tool and presented in the monthly Management Report. 99% Less than 80% 2 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule Non-Automated Password Reset 99% 80% Not Applicable Percentage of requests for password reset (other than relating to Defined Managed s) that are effected within 2 Supported Hours of the request being made. Number of password resets achieved within 2 Hours / total number of non automated password requests * 100 The information used to measure this PI will be obtained from the TRIOLE for s Management Toolset and presented in the monthly Management Report Request for Change Success Rate 90% 70% Not Applicable Percentage of Changes presented to the Change Advisory Board during the relevant Period that were approved by the Change Advisory Board.

29 29 SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Request for Change Failure Rate Percentage of changes approved by the CAB that have been implemented during the relevant Quarter in respect of which a Failure has been reported by the Authority during that Quarter. 5% Less than 4% Not Applicable

30 Managed Desktop s SLA Ref Description and Measure Operating Level Threshold Points (if applicable) Catalogue Item Implementation The percentage of Catalogue Items implemented during the relevant Period that are implemented within the required timescale. The required timescale shall be within five Working Days of the request being approved by the Authority, unless a different timescale for implementation is specifically agreed between the Parties with regard to specific items/types of items and that timescales is set out in the Catalogue Change Request Response The percentage of requests for Change made by the Authority during the relevant Period that are responded to by Contractor in accordance with the Change Control Procedure within the required timescale. The required timescale shall be within five Working Days of the request being made by the Authority. Number of Change Request response <5 working days / total number Change Requests x 100 = Operating Level Attained" 100% 80% 6 Points 90% 70% 5 Points The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule. The actual Points shall be calculated on a linear basis between the Maximum Points and the Minimum Points based on the Contractor s actual performance in accordance with the spreadsheet at Appendix 8 and paragraph 7.1 of this Schedule. The information used to measure this KPI will be obtained from the TRIOLE for s Management Toolset and presented in the monthly Management Report.