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  • 4.5 Penalties: Penalty Table

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    Noni Nabra
    63 vues2 pages
    The document outlines penalty terms for a company providing services. It defines penalties the company will pay to the client if it fails to meet response times for resolving service incidents. The penalty amounts are based on the severity of the incident and type of failure. It also defines a penalty if the company fails to maintain 99.5% system availability as required in the agreement.

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    Sample Penalty Table

    Titre original

    Penalty Table

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    The document outlines penalty terms for a company providing services. It defines penalties the company will pay to the client if it fails to meet response times for resolving service incidents. The penalty amounts are based on the severity of the incident and type of failure. It also defines a penalty if the company fails to maintain 99.5% system availability as required in the agreement.

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme DOCX, PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    63 vues2 pages

    4.5 Penalties: Penalty Table

    Transféré par

    Noni Nabra
    The document outlines penalty terms for a company providing services. It defines penalties the company will pay to the client if it fails to meet response times for resolving service incidents. The penalty amounts are based on the severity of the incident and type of failure. It also defines a penalty if the company fails to maintain 99.5% system availability as required in the agreement.

    Droits d'auteur :

    © All Rights Reserved
    Téléchargez comme DOCX, PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 2

    4.

    5 Penalties

    1. In the event that the Company fails to meet any of the response times required for service incidents
    identified in the Section 4.3 of this Annex B, Company shall be liable to pay penalties to the Client
    based on the penalty table shown below.

    Penalty Table

    Severity Failure to Meet Failure to Meet Failure to Meet Failure to Meet


    Response Target system Target Resolution Status Call
    Time restore time
    (workaround)

    Severity 1 (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees
    paid to Company for paid to Company for paid to Company for paid to Company for
    MFS
    the past 3 months, the past 3 months, the past 3 months, the past 3 months,
    whichever is higher) whichever is higher) whichever is higher) whichever is higher)
    per incident per incident per incident per incident

    Severity 1 (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees
    paid to Company for paid to Company for paid to Company for paid to Company for
    SMS/
    the past 3 months, the past 3 months, the past 3 months, the past 3 months,
    USSD whichever is higher) whichever is higher) whichever is higher) whichever is higher)
    per incident per incident per incident per incident

    Severity 2 (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees
    paid to Company for paid to Company for paid to Company for paid to Company for
    the past 3 months, the past 3 months, the past 3 months, the past 3 months,
    whichever is higher) whichever is higher) whichever is higher) whichever is higher)
    per incident per incident per incident per incident

    Severity 2 (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees
    paid to Company for paid to Company for paid to Company for paid to Company for
    SMS/
    the past 3 months, the past 3 months, the past 3 months, the past 3 months,
    USSD whichever is higher) whichever is higher) whichever is higher) whichever is higher)
    per incident per incident per incident per incident

    Severity 3 (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees
    paid to Company for paid to Company for paid to Company for paid to Company for
    the past 3 months, the past 3 months, the past 3 months, the past 3 months,
    whichever is higher) whichever is higher) whichever is higher) whichever is higher)
    per incident per incident per incident per incident

    Severity 3 (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees
    paid to Company for paid to Company for paid to Company for paid to Company for
    SMS/
    the past 3 months, the past 3 months, the past 3 months, the past 3 months,
    USSD
    whichever is higher) whichever is higher) whichever is higher) whichever is higher)
    per incident per incident per incident per incident

    Severity 4 (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees (PXXX or xx% of fees
    paid to Company for paid to Company for paid to Company for paid to Company for
    the past 3 months, the past 3 months, the past 3 months, the past 3 months,
    whichever is higher) whichever is higher) whichever is higher) whichever is higher)
    per incident per incident per incident per incident

    2. In the event that the Company fails to maintain a 99.5% Company System Availability as prescribed
    in Section 14.1 of the Agreement, Company shall be liable to pay penalties to the Client in the
    amount of (PXXX or xx% of fees paid to Company for the past 3 months, whichever is higher) per
    incident, without prejudice to the Client’s remedies under Section 20 of the Agreement.

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