9.17  Performance Monitoring

(a)  The Service Providers performance under this PS6 shall be monitored in accordance with the provisions of this performance requirements and measurement section the Contract and in particular Schedule 17 (Monitoring and Reporting) and the following:

(i)  the Service Provider shall register all Service Failures on the Management Information System as soon as it becomes aware of such Service Failure.

(ii)  reported Service Failures shall be logged and categorised by the Service Provider, in consultation with the Authority, as an Urgent Service Failure, Serious Service Failure and/or Routine Service Failure.  In addition the Service Provider shall record whether the reported Service Failure is capable of rectification or not.  A full list of all Service Failures and the categorisation applied by the Service Provider shall be maintained and kept available for access by the Authority as the Schedule of Service Failures;

(iii)  if a Service Failure is considered to be similar to a Service Failure which has already been logged in respect of the current Month then this shall be recorded;

(iv)  in determining whether a reported Service Failure is Urgent, Serious or Routine, the Service Provider shall refer to the Schedule of Service Failures.  If the Service Failure is not listed in the Schedule of Service Failures then the matter shall be referred for discussion and initial determination by, the Authority immediately the Service Failure is identified;

(v)  in accordance with the relevant PS6 Method Statements.