A.  Definitions

"Access Times"

means the times, to be agreed between the Authority and the Sub-hubco for each Functional Area, within which the Services shall be carried out;

"Authority's Fire Officer" 

means the Authority's nominated fire adviser with responsibility for overseeing fire policy, procedure and safety;

"Availability Standards"

means the standards set out in Section F of this Service Level Specification;

"Core Times"

means the times set out in Section D of this Service Level Specification;

"Fire Safety Policy"

means the Authority's policy (or policies) relating to fire safety within its premises;

"Guidance"

means [  ]1;

"Helpdesk" 

means the service described in paragraph 3.5 of Section C of this Service Level Specification;

"Helpdesk Users"

means the Authority's Representative and any other person(s) authorised by the Authority to call the Helpdesk and notified to Sub-hubco from time to time, any Authority Employee in an emergency, an Auditor, Sub-hubco, the Service Provider and/or any employee of Sub-hubco and /or the Service Provider;

"Important"

means a Service Event that has a detrimental effect on the use of the Facilities for the provision of Community Services but does not render any Functional Area Unavailable nor give rise to an immediate threat to the health and safety of any person;

"Make Safe"

means to ensure that any immediate risk of injury or incident that might impinge on the health and safety of users of the Facilities is removed by means of temporary or permanent rectification, notification and/or obstruction

"Monitoring Method"

means, in relation to each Performance Standard, the approach to assessing compliance, detailed in the column headed Monitoring Method in the Performance Standards;

"Performance Standards"

means the standards described in Section E of this Service Level Specification;

"Performance Monitoring Period"

means, in relation to each Performance Standard, the period over which compliance shall be monitored, as detailed in the column headed Performance Monitoring Period in the Performance Standards;

"Permit to Work System"

means the Authority's works access and safety management system(s);

"Plant"

means the fixed and immovable equipment and systems relating to the infrastructure and buildings, installed as part of the Works or pursuant to an Authority Change as replaced from time to time;

"Prescribed Operational Function"

means the use or purpose of the relevant Functional Area, as identified in the Room Data Sheets;

"Rectification Period"

has the meaning given in Schedule Part 14 (Payment Mechanism);

"Remedial Period"

means the period of time, detailed in the column headed [Remedial Period/Remedy] in the Performance Standards, within which Sub-hubco must Remedy a Service Event relating to a Performance Standard  

"Remedy"

means the actions or tasks, detailed in the column headed [Remedial Period/Remedy] in the Performance Standards, required to remedy a Service Event relating to a Performance Standard  and "Remedied" shall be construed accordingly; 

"Response Period"

means, in relation to each Performance Standard and Availability Standard, the period of time within which Sub-hubco must respond to a Service Event and (if relevant) Make Safe, as detailed in the column headed [Response Period] in the Availability Standards or Performance Standards (as the case may be);

"Room Data Sheets"

means the room data sheets contained in Section 6 of Schedule Part 6 (Construction Matters);

"Routine"

means a Service Event that is neither Urgent nor Important;

"Service Event"

means an incident or state of affairs which does not meet or comply with the Performance Standards and/or does not satisfy the Availability Standards;

"Service Quality Standards"

means the standards identified in Appendix B of this Service Level Specification;

"Service Report"

means the notification of a Service Event to the Helpdesk;

"Staff"

means those persons engaged or employed by Sub-hubco or the Service Provider and their respective sub-contractors to carry out the Services;

"Unavailable"

has the meaning given in Schedule Part 14 (Payment Mechanism);

"Unavailable but Used"

has the meaning given in Schedule Part 14 (Payment Mechanism);

"Urgent"

means a Service Event that gives rise to an immediate threat to the health and safety of any person but does not render any Functional Area Unavailable;

"Utility Provider"

means the supplier of a Utility to the Facilities;

"Utility"

means any utility service including but not limited to:

•  electricity;

•  gas;

•  fuel oil;

•  water;

•  sewerage;

•  surface water disposal.

•  telecommunications including voice and data;

•  solid waste disposal generated by Sub-hubco; or

•  liquid waste disposal generated by Sub-hubco;

and "Utilities" shall be construed accordingly.