Standard Ref.

Key Performance Indicator (Measured Monthly)

Severity Level Definition

Performance Standard

1

Problem Response Time

Severity 1 Service Failures

Problem Response Time
Max [4] Hrs

Problem Response Time

Severity 2 and 3 Service Failures

Problem Response Time
Max [4] Hrs

Problem Response Time

2

Problem Recovery Time

Severity 1 Service Failures

Problem Recovery Time within [1] hour

Problem Response Time

Severity 2 Service Failures

Problem Recovery Time within [4] hours

Problem Response Time

3

Progress Update Interval

Severity 1 Service Failures

Progress Update Interval every [20] minutes

Update provided within Progress Update Interval - Yes/No

Severity 2 Service Failures

Progress Update Interval every [20] minutes

Update provided within Progress Update Interval - Yes/No

Severity 3 Service Failures

Progress Update Interval every [20] minutes

Update provided within Progress Update Interval - Yes/No

4

Asset Management

Updates (additions and deletions) to the Asset Register

Within [  ] days of each asset change

Asset Register conformity to asset base - Yes/No

5

Virus Updates

Software Virus updates [distributed] [applied]

Within [  ] hours of being made available to the market by the [Licensor]

Update [distributed] [applied] - Yes/No