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SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
Schedule 4: Service Level Agreement 
 
1 Background 
1.1 
The purpose of this Service Level Agreement is to: 
(a)  define the Service Levels which the Service Provider must meet or exceed in 
providing the Services; 
(b)  provide a points based mechanism by which Service Credits can be applied to 
incentivise the Service Provider to meet the Service Levels; and 
(c)  provide additional contractual remedies (other than Service Credits) for the BBC, 
which can be applied if the Service Provider’s performance fails to meet the levels 
required. 
1.2 
The Service Levels are set out in the Annex to this Schedule. 
2 
Commencement of Service Level Agreement 
2.1 
From the Service Start Date, the Service Provider will perform the Services so as to meet 
or exceed all Service Levels. 
2.2 
All Service Levels are mutually exclusive. 
3 
Changes to Service Level Agreement 
3.1 
As the provision of the Services matures and develops, the parties will consider 
appropriate amendments to this Schedule in order to ensure relevance and drive 
continuous improvement in the Services.  This Schedule will be reviewed by the parties: 
(a) 
on each anniversary of the Service Start Date; 
(b) 
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx  
(c) 
immediately in the case of any significant change in process or volume. 
3.2 
All changes to this Service Level Agreement required as a result of such review will be 
agreed through the Change Control Procedure. 
4 
[s.43(2)] xxxxxxxxxx 
4.1 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
 
 
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SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
xxxxx xxxxx    
4.2 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx  
4.3 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
4.4 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
(a) 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
(b) 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
5 
Monitoring and Reporting 
5.1 
The Service Provider will continuously monitor performance of the Services against all 
the Service Levels. 
5.2 
Service Levels will be measured as follows: 
(a) 
in respect of all Service Levels which measure availability or accuracy, unless 
otherwise stated in the Annex the availability or accuracy will be measured over the 
Reporting Period; and 
(b) 
in respect of all Service Levels which measure numbers of processes, the numbers 
will be those described in the relevant Service Level. 
5.3 
In accordance with the terms of paragraph 8 and Annex 1 of Schedule 3 (Governance), 
the Service Provider will provide to the BBC a written report within six (6) Working Days 
of the end of each Reporting Period during the Term in respect of that Reporting Period.  
This report will detail: 
(a) 
the performance of the Services against each of the Service Levels during the 
Reporting Period;  
 
 
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SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
(b) 
reasons for failure to meet any Service Levels; 
(c) 
any Service Credits which have accrued in relation to each Service Level during 
the Reporting Period (and the calculations use by the Service Provider to reach 
such amounts); and 
(d) 
where any Service Level has not been met, planned remedial action detailing 
actions to be taken together with timescales for such action in order to restore 
performance to the Service Levels; and 
(e) 
where any Service Level has not been met, any recommendations which are 
designed to avoid recurrence of the failure to meet the Service Level. 
5.4 
When reporting in accordance with this paragraph 5, the Service Provider will ensure 
that: 
(a) 
in respect of all Service Levels which measure availability or accuracy, the 
availability or accuracy will be measured over the Reporting Period; and 
(b) 
in respect of all Service Levels which measure numbers of processes, the numbers 
will be those described in the relevant Service Level. 
5.5 
The Service Provider will provide such additional information as the BBC may reasonably 
require in order to verify that the measurement and monitoring tools deployed by the 
Service Provider accurately measure the Service Provider’s performance.  The provisions 
of Clause 10 (Management Information and Audit Requirements) of the Terms and 
Conditions relating to access by the BBC to the Records apply in this respect. 
6 
Service Credits
6.1 
If at any time after the Service Start Date the Service Provider fails to meet a Service 
Level, points will accrue in relation to such failure in accordance with the formula for each 
Service Level as set out in the Annex to this Schedule (“Points”).  
6.2 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx  
6.3 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
6.4 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
 
 
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SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
6.5 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
6.6 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
6.7 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
7 
[s.43(2)] xxxxx xxxxx xxxxx 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx   
8 Remedial 
Steps 
 
If at any time after the Service Start Date the Service Provider has failed to meet or 
exceed any Service Level, the Service Provider will at its own expense: 
 
(a)  arrange and deploy all such additional resources as are necessary to perform the 
Services in accordance with the Service Levels as soon as practicable thereafter; 
and 
(b)  at the request of the BBC, promptly remedy any default and/or re-perform any 
element of the provision of the Services in relation to which the Service Levels were 
not met. 
9 
Termination for Repeated Failure to meet Service Levels 
9.1 
[s.43(2)] xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx 
(a)  xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx 
(b)  xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx  
9.2 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
 
 
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SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
(a)  xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
(b)  xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx 
9.3 
For the avoidance of doubt, where the BBC has not claimed Service Credits for a failure 
to meet any Service Level in accordance with paragraph 6.4 above, this is not classified 
as a Service Level against which Service Credits cannot accrue under paragraph 9.2(a) 
above.  
 
 
5 of 12 
 
 
 
SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
Annex :  Service Levels and Service Credits 
1 
General
1.1 
The elements of the Services to which Service Levels and Service Credits will apply 
are:
 (a) 
Response to Customer contact (including telephone calls, letters and emails); 
(b)  Response to fulfilment requests (including call and mail-out and other 
fulfilment actions); 
(c)  Customer complaints; 
(d)  Response to BBC enquiries; 
(e)  System and web availability; 
(f) 
Processing of data and transfer of funds. 
1.2 
The Service Levels which apply to each of these elements of the Services are set 
out in this Annex.
2 
Response to Customer contact
2.1 
The Service Levels in respect of Customer contact are set out in the table below.
2.2 
Where a Service Level in the table below refers to an action to be carried out by the 
Service Provider within a certain number of Working Days, the measurement of the 
target time for that Service Level will commence on the Working Day after the 
Working Day on which the telephone call or correspondence is received by the 
Service Provider.
The following expressions are defined as follows: 
2.3 
 
“Telephone Operator” means a telephone operator used by the Service Provider 
in the provision of the Services; and  
 
“IVR” means Interactive Voice Response or any other automated response 
mechanism.
2.4 
Service Levels:
xxxxxxxx 
Service Level
xxxxxxxxxxxxx 
xxxxxx 
xxxxx 
Time to answer calls
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxx 
xxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxxxxxxxx 
xxxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxx   
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxx 
xx 
 
 
6 of 12 
 
 
 
SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx 
xx 
Telephone callbacks
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxxxxxxxxxxxx 
Xxx 
Xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxxxxxxxxxx 
xxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxxxxxxxxxxxxx 
xxxxxxxx 
xx 
Xxxxxxxxxxxxxxxx 
xxxxxxxx 
xx 
Xxxxxxxxxxxxxxxx 
xxxxxxxx 
xx 
Xxxxxxxxxxxxxx 
xxxx 
xx 
xxxxxxxxxxxxxx 
Call abandon rate – overall
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxxxxxxxxx
xx 
Xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxxxxxxxxx 
xx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx  
xx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx  
xxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx 
Call abandon rate – consecutive days
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx xxxxx 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx 
Repeat Calls
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx xxxxx 
xxx 
Xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxx 
xx 
xxxxx xxxxx xxxxx xxxxx 
xxx 
xx 
xxx 
xx 
xxx 
xx 
xxx 
xx 
Ineffective calls – overall
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx xxxxx 
xxx 
Xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxx 
xx 
xxx 
xx 
xxx 
xx 
xxx 
xx 
Ineffective calls – consecutive days
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx xxxxx 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
Xxxxx xxxxx xxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxxxxxx 
xx 
xxxxx 
xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xx 
xxxxx xxxxx  
xxxxx xxxxx xxxxx 
xx 
xxxxx xxxxx xxxxx 
xx 
Letters – answer within 5 days
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx xxxxx 
xxxxxxxxxx 
Xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
 
 
7 of 12 
 
 
 
SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
Letters – remainder
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx xxxxx 
xxxxxxxxxx 
Xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
Electronic mail
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
Xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
Mail accuracy
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxx 
Xxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx xxxxx 
 
 
3 
Response to fulfilment requests
3.1 
The Service Levels in respect of fulfilment requests are set out in the table below. 
3.2 
Where a Service Level in the table below refers to an action to be carried out by the 
Service Provider within a certain number of Working Days, the measurement of the 
target time for that Service Level will commence on the Working Day after the 
Working Day on which the correspondence is received by the Service Provider.
3.3 
Service Levels:
xxxxxxxx 
Service Level
xxxxxxxxxxxxx 
xxxxxx 
xxxxx 
Fulfilment requests – within 5 days
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
 
 
8 of 12 
 
 
 
SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx 
xxxxxxxxxx 
xx 
Fulfilment requests – remainder
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx   
xxxxx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
 
 
4 
Customer complaints
4.1 
The Service Levels in respect of Customer complaints is set out in the table below.
4.2 
Where a Service Level in the table below refers to an action to be carried out by the 
Service Provider within a certain number of Working Days, the measurement of the 
target time for that Service Level will commence on the Working Day after the 
Working Day on which the correspondence is received by the Service Provider.
4.3 
Service Levels:
xxxxxxxx 
Service Level
Xxxxx xxxxx 
xxxxxx 
xxxxx 
Level of complaints
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
Response to complaints
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx  
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
 
 
5 
Response to BBC enquiries
5.1 
The Service Level in respect of responses to BBC enquiries is set out in the table 
 
 
9 of 12 
 
 
 
SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
below.
5.2 
Service Level:
xxxxxxxx 
Service Level
xxxxxxxx xxxxx 
xxxxxx 
xxxxx 
Time to respond to BBC enquiries
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
Xxxxx xxxxx 
xxxxx xxxxx 
xxxxx xxxxx 
xxxxx xxxxx 
xxxxx 
 
 
6 
System and web availability
6.1 
The Service Levels in respect of the availability of the Service Architecture and the 
availability of web services are set out in the table below.
6.2 
Service Levels:
Xxxxx xxxxx 
xxxxxxxx 
Service Level
xxxxxx 
xxxxx 
xxxxx 
Service Architecture availability - overall
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
Xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
  
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
 
 
10 of 12 
 
 
 
SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
 
Web availability - overall
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxxxxxxxx 
Xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
  
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
xxxxxxxxxx 
xx 
7 
Processing of data and transfer of funds 
7.1 
The Service Levels in respect of the processing of data and transfer of funds are 
set out in the table below.
7.2 
Where a Service Level in the table below refers to an action to be carried out by the 
Service Provider within a certain number of Working Days, the measurement of the 
target time for that Service Level will commence no the Working Day after the 
Working Day on which the correspondence is received by the Service Provider.
7.3 
Definitions used in this paragraph 7 will have the meanings given to them in 
Schedule 1 (Definitions) and Schedule 8 (Accounting Responsibilities).
7.4 
Service Levels: 
xxxxxxxx 
Service Level
Xxxxx xxxxx 
xxxxxx 
xxxxx 
Transfer of funds – on relevant day
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
Xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
 
Transfer of funds – by following day
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
Xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
xxxxxxxxxx 
xx 
 
 
 
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SCHEDULE 4:  SERVICE LEVEL AGREEMENT
 
 
Weekly reporting of Licences issued
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
Xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
 
Month end reporting – within 3 Working Days
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
Xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
 
Month end reporting – within 5 Working Days
 
 
 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
Xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx xxxxx 
Xxxxx xxxxx 
xxxxxxxxxx 
xx 
xxxxx xxxxx xxxxx 
 
 
 
 
 
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