Table Meanings

Measurement Methodology - sets out the calculation methodology by which performance is assessed.  The period within which the calculation should be made is indicated in the column Measurement Frequency.

Minimum Tolerable Level - is the minimum level that must be achieved in each individual service.

Standard Service Level - is the level that must be achieved in order to attain zero service failure points for that service.

Performance Bands - these provide interim measures against which service failure points will escalate as calculated in section [ ] of the payment mechanism.

Reporting Frequency - this is the frequency within which the Authority expects to receive progress reports.  Where this differs from the measurement frequency, these reports will be used for information purposes only.

Measurement Frequency - this is the frequency within which the Contractor should complete the measurement of services during the period of time since the previous measure.