Service Level

Means, in respect of each Performance Measure and each Performance Measurement Period:
(a) where that Performance Measure relates to an activity that is performed on a number of separate occasions:
(i) the number of occasions during the Performance Measurement Period on which that activity was performed in accordance with the relevant Service Level Requirement,
expressed as a percentage of, or a number in relation to:
(ii) the total number of occasions during the Performance Measurement Period on which that activity was performed;
(b) where that Performance Measure relates to an activity that is performed over a period of time:
(i) the period of time during the Performance Measurement Period on which that activity was performed, expressed as a percentage of:
(ii) the period of time during the Performance Measurement Period on which that activity would have been performed if it had been performed in accordance with the relevant Service Level Requirement,
provided that in each case the DCC may establish the Service Level for a Performance Measure in accordance with the Performance Measurement Methodology.

« Back to Glossary Index
Feedback
close slider