Response Periods
4.2 Adjustments in respect of the Service Provider's failure to answer telephone calls within five (5) rings shall be calculated according to the PS4 Table 1.
PS4 Table 1
% of telephone calls in any Month dealt with within 5 rings | |
>95% and ≤100% | £nil |
>85% and≤95% | £300 (Indexed) |
>70% and ≤85% | £600 (Indexed) |
>50% and ≤70% | £1,250 (Indexed) |
≤50% | £5,000 (Indexed) |
4.3 Where the Service Provider fails to achieve the Prescribed Period for Response required and specified for all other items set out in Table 4 (PS4 Responsiveness Targets) in paragraph 15.1(a) of the Output Specification:
(a) the Adjustment shall be £250 (Indexed) for each instance of failure;
(b) if there is a failure to respond within a further five (5) Business Days a further Adjustment of £300 (Indexed) per failure shall be made;
(c) for each subsequent period of five (5) Business Days during which the failure is not rectified a further Adjustment of £300 (Indexed) shall be made;
(d) where a failure continues from one Month to another Month, Adjustments shall continue to be made with each period of five (5) Business Days of continuing failure to respond being counted as occurring in the Month in which it expires.