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SCHEDULE F
SERVICE LEVEL REQUIREMENTS

Schedule F, Service Level Requirements

Signature Version
Part 1 Service Level Terms
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IDENT1 CONTRACT
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SCHEDULE F

SERVICE LEVEL REQUIREMENTS
1
STRUCTURE OF SCHEDULE F
1.1
This Schedule is divided into three parts:
1.1.1  Schedule  F,  Part  1  –  Service  Level  Terms.    This  part  sets  out  certain  terms  and
conditions that apply specifically to the Service Levels described in this Schedule.
1.1.2  Schedule F, Part 2 – Operational Service Levels.  This part defines the operational
Service  Levels  for  finger  and  palm  Services  under  IDENT1  that  the  Contractor  is
required  to  meet  from  TOR  to  the  end  of  the  Term  (as  such  Service  Levels  are
amended from time to time in accordance with the Contract).
1.1.3  Schedule F, Part 3 – Livescan Service Levels.  This part defines the Service Levels
for Livescan that the Contractor is required to meet from TOR to the end of the Term,
as  such  Service  Levels  are  amended  from  time  to  time  in  accordance  with  the
Contract.
1.2
The  Parties  may  add  new  parts  to  this  Schedule  to  incorporate  Services  Levels  for  New
Services  which  are  agreed through  Schedule  L  (Change  Control  Procedure)  which  do  not
fall within Parts 2 and 3 of this Schedule.
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SCHEDULE F, PART 1

SERVICE LEVELS TERMS CONTENTS
Schedule F, Service Level Requirements
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CONTENTS

1
DEFINITIONS ..............................................................................................................................3
2
SERVICE LEVELS - INTRODUCTION ...................................................................................3
3
CHANGES .....................................................................................................................................4
4
CONTINUOUS IMPROVEMENT..............................................................................................7
5
ESCALATION OF SERVICE-RELATED FAILURE..............................................................8
6
EXCEPTIONS.............................................................................................................................10
7
REPORTS ....................................................................................................................................10
8
CALCULATION OF SERVICE PAYMENT ADJUSTMENT ..............................................10

Schedule F, Service Level Requirements
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1
DEFINITIONS
All capitalised terms in this Schedule shall have the meaning set out in Schedule C (Definitions).
2
SERVICE LEVELS - INTRODUCTION
2.1
General
2.1.1  This Schedule identifies the Service Levels that are the key performance indicators in
assuring service delivery for the overall Service.  The Contractor is obligated to meet
or exceed the Service Levels identified in this Schedule.  This Schedule describes the:
(i)  consequences  if  the  relevant  Service  Levels  are  not  met  by  the  Contractor  as
specified in this Schedule, including the Service Credits to which the Authority shall
be entitled, at its sole discretion, if the Contractor fails to meet such Service Levels;
and (ii) Service Incentive Payments the Contractor will receive from the Authority if
the Contractor exceeds the Service Levels  as specified in this Schedule.
2.1.2  The  Contractor  shall  perform  the  Services  in  accordance  with  Clause  10.1  of
Schedule B (Conditions of Contract).
2.1.3  Unless otherwise specified in the Contract, the Service Levels shall be measured on a
monthly  basis,  and  they  will  form  the  basis  upon  which  the  Contractor  will  be
remunerated as set out in Schedule E (Pricing).
2.1.4  As  part  of  the  Contractor’s  overall  responsibilities  under  the  Contract,  the  Parties
acknowledge that the day-to-day management of Service Level performance shall be
carried  out  by  the  Contractor’s  service  management  personnel.    The  Contractor’s
service  management  personnel  shall  provide  the  Service  Level  reports  to  the
Authority in accordance with this Schedule.
2.1.5  Unless otherwise set out in this Schedule, any changes to the Service Levels shall be
subject to the Change Control Procedure.
2.1.6  During  the  Term,  the  Contractor  shall  have  a  service  level  regime  in  place  with  its
Subcontractors so that the Contractor is able to achieve the Service Levels set out in
this  Schedule.    The  Parties  may  agree,  in  accordance  with  Schedule  L  (Change
Control Schedule), that the Contractor will manage certain third parties, as requested
and  identified  by  the  Authority  after  the  Effective  Date,  and  if  so  requested  by  the
Authority,  the  Parties  shall  work  together  to  identify  and  agree  any  service  levels
required in relation to the management of such third parties.
2.1.7  Unless otherwise specified, throughout this Schedule and the Contract (as applicable),
references  to  “Schedule  F”  shall  be  taken  to  mean  Schedule  F,  Part  1;  Schedule  F,
Part 2; and Schedule F, Part 3 (as applicable) or all of them together, as appropriate.
2.1.8  In the event of a conflict between Part 1 of this Schedule and Part 2 and/or Part 3 (as
applicable), the provisions of Part 1 shall apply.
2.1.9  Part 2 and 3 (and any additional Parts as applicable) shall be reviewed between the
Authority  and  the  Contractor,  at  least  annually,  to  validate  the  applicability  of  the
content  and  to  identify  and  implement  any  agreed  changes  that  would  benefit  the
overall Service.
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2.2
Measuring the Service Levels - Overview
2.2.1  The description of the IDENT1 Service Level regime set out in this Clause 2.2 is a
summary  of  the  more  detailed  Service  Level  regime  set  out in  Parts  2  and  3  of  this
Schedule.  This Schedule identifies how the Contractor’s performance of the Services
identified  in  this  Schedule  shall  be  measured.    Such  Services  are  divided  into
categories  of  Service  –  these  are:  system  category,  business  category,  and  user
category (“Service Category”).
2.2.2  Parts  2  and  3  of  this  Schedule  identify  the  Service  Level  Criteria,  for  example,
availability,  accuracy,  throughput,  etc  (i.e.  the  Service  Level  Criteria)  and  service
measurement metrics (i.e. the Service Level Metrics) that shall be used to calculate
the Contractor’s performance under each of the Service Categories.
2.2.3  Parts 2 and 3 of this Schedule contain various scoring tables (“Scoring Tables”) and
formulas  that identify  the  relevant Target  Service  Levels  (and  corresponding  Target
Service  Score)  the  Contractor  is  required  to  meet,  and  a  sliding  scale  (upwards  and
downwards)  of  performance  which  is  measured  and  mapped  to  the  relevant  Service
Score in the Scoring Tables.  In addition to identifying the Target Service Score, such
sliding  scale  also  identifies  the  Maximum  Allowable  Score  and  the  Minimum
Allowable Score in respect of such performance.
2.2.4  Once  a  performance  value  has  been  computed  to  reflect  the  Contractor’s  actual
performance in relation to the relevant Target Service Level, a corresponding Service
Score for such performance (“Individual Score”) will be selected from the relevant
Scoring Table.
2.2.5  On a monthly basis, the Service Scores shall be accumulated in accordance with the
mechanisms set out in this Schedule for calculating the overall score for the relevant
Service  (“Overall  Score”).    The  Service  Credits  and  Service  Incentive  Payments
shall be calculated in accordance with Schedule E (Pricing) and shall be based on the
Overall Score achieved by the Contractor for the relevant Month.  This Schedule also
sets out the Weightings that are to be applied in order to calculate the Overall Score.
2.2.6  The  reporting  mechanisms  and  procedures  used  for  monitoring  and  managing  the
Service Levels are set out in this Schedule.
3
CHANGES
Service  Level  Metrics  may  be  added,  deleted  or  modified  through  Schedule  L  (Change  Control
Procedure).  It is recognised that there are circumstances where a more expeditious means of making
changes is needed, and those changes may be made in accordance with the provisions of this Clause 3.
Such addition, deletion or modification of Service Level Metrics shall apply from the date determined
by Clauses 3.1, 3.2, 3.3 or 3.4 below and the Contractor shall meet or exceed such amended Service
Levels  from  that  date.    The  Authority  shall  be  entitled  to  reassign  the  Weightings  as  a  part  of  the
process for such addition, deletion or modification to reflect such added, deleted or modified Service
Level Metrics and the Contractor shall not unreasonably (taking account of the proportionality of the
reassignment with respect to the overall Service Levels) withhold its consent to such reassignment of
the Weightings.
Schedule F, Service Level Requirements
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3.1
Additions
3.1.1  New Services – Adding Metrics for New Services
New Services and any corresponding new service levels (including any new service
level criteria and/or new service level metrics) required for such New Services shall
be  agreed  by  the  Parties  in  accordance  with  Schedule  L  (Change  Control
Procedure).
3.1.2  Current Services – Adding Metrics for Existing Services
(a)
At  any  time  during  the Term,  Service  Level  Metrics (as applicable)  may  be
added  to  this  Schedule  without  any  change  to  the  Service  Charges  in
accordance  with  this  Clause  3.1.2  if  the  Authority  is  able  to  identify  to  the
Contractor  that  the  existing  Service  Level  Criteria  or  Service  Level  Metrics
do not sufficiently (or at all) represent or cover the performance of the then
current  Service  or  other  requirement  of  the  Contract.  The  addition  of  such
new  Service  Level  Metrics  will  be  initiated  by  the  Authority  sending  a
written request to the Contractor at least thirty (30) days prior to the date that
the Authority requires such additional Service Level Criteria or Service Level
Metrics (as applicable) to be effective.  The Contractor shall not unreasonably
(taking account of the proportionality of the Authority’s request with respect
to  the  Service  Level  Metric  and  its  Weighting  within  the  overall  Service
Levels)  withhold  its  consent  to  the  introduction  of  such  new  Service  Level
Metrics.  Such new Service Level Metrics shall be established in accordance
with the following, as appropriate:
(i)
based on an Authority Requirement set out in Schedule D (Detailed
Operational  Requirements)  and/or  any  obligation  under  the
Contract, the Authority shall be entitled to identify a Target Service
Level for the new Service Level Metric; or
(ii)
in  the  event  a  new  target  service  level  cannot  be  established  in
accordance with Clause 3.1.2(a) (i) above, the Parties shall agree the
new service level based on:
(A)
using data from a comparable Service Level for an existing
element of the Services Requirements; or
(B)
by the Contractor monitoring and testing the proposed new
service level for a period of six (6) Months (unless a different
period is agreed by the Parties).
(b)
Without prejudice to the Parties’ rights under the Contract, if the Parties fail
to  agree  to  the  addition  of  a  new  service  level  pursuant  to  Clause  3.1.2(a)
(including,  for  the  avoidance  of  doubt,  agreement  pursuant  to  Clause
3.1.2(a)(ii)(B).)  above  prior  to  the  date  that  the  Authority  requires  such
Service  Level  to  be  effective,  the  Contractor  shall  continue  to  perform  the
relevant  Service  and  such  failure  to  agree  shall  be  escalated  in  accordance
with the escalation process set out in Clause 5 below.
3.1.3  Adding Service Level Metrics based on the Shadow Metrics
(a)
The Shadow Metrics are set out in Parts 2 and 3 of this Schedule along with
the procedures for monitoring and testing such Shadow Metrics. Either Party
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may propose to add other Shadow Metrics to this Schedule at any time after
the  Effective  Date  by  writing  to  the  other  Party  and  detailing  how  such
proposed  Shadow  Metrics  shall  be  monitored  and  tested.    The  other  Party
shall respond to such proposals, and thereafter, the Parties shall work together
to agree the relevant Shadow Metrics and their monitoring and testing.  If the
Parties cannot agree on the Shadow Metrics and their monitoring and testing,
such  disagreement  shall  be  settled  in  accordance  with  Schedule  P  (Dispute
Resolution Procedure).
(b)
Unless  otherwise  agreed  by  the  Parties,  the  Measurement  Window  for  the
Shadow  Metrics  shall  be  six  (6)  Months,  as  amended  from  time  to  time  in
accordance  with  Clause  3.1.3(d)  below.    The  Shadow  Metrics  detailed  in
Parts  2  and  3  at  the  Effective  Date  shall  be  monitored  and  tested  by  the
Contractor  for  the  Measurement  Window  which  shall  commence  on  the
Effective Date.
(c)
Any Shadow Metrics added to this Schedule after the Effective Date shall be
monitored  and  tested  by  the  Contractor  for  a  Measurement  Window  which
shall commence on the date agreed by the Parties.
(d)
At  the  end  of,  or  at  any  time  during,  the  Measurement  Window(s)  for  the
relevant  Shadow  Metrics,  the  Parties  may  agree  to  extend  or  reduce  the
period of the Measurement Window.
(e)
At  the  end  of  the  Measurement  Window  for  the  Shadow  Metrics,  the
resulting  data  will  be  reviewed  by  the  Parties  to  determine  if  the  relevant
Shadow  Metric  shall  be  implemented  as  a  part  of  the  Service  Level  regime
and the basis for its measurement and scoring, subject to the agreement of the
Parties.  Such implementation of Service Level Metrics as Service Levels in
accordance  with  this  Clause  3.1.3  shall  be  made  without  any  change  to  the
Service Charges.
3.2
Deletions
At  any  time  during  the  Term,  the  Authority  may  request  the  deletion  of    Service  Level
Metrics (acting reasonably and for good business reasons) where it is able to identify to the
Contractor  that  the  Service  Level  Metrics  do  not  sufficiently  represent  or  cover  the
performance  of  the  then  current  Service  or  other  requirements  of  the  Contract  by  sending
written  notice  to  the  Contractor  at  least  thirty  (30)  days  prior  to  the  date  that  the  Authority
requests such deletions to the Service Level Metrics to be effective and the Contractor shall
not unreasonably (taking account of the proportionality of the Authority’s request with respect
to  the  Service  Level  Metrics  to  be  deleted  and  to  the  overall  Service  Levels)  withhold  its
consent  to  the  deletion  of  such  Service  Levels.  Such  deletions  shall  be  made  without  any
change to the Service Charges.  This Schedule shall be updated to reflect the deletion of any
Service Level Metrics.
3.3
Modifications
At  any  time  during  the  Term,  the  Authority  may  amend  the  Service  Level  Metrics  (acting
reasonably and for good business reasons) where it is able to identify to the Contractor that
the Service Level Metrics do not sufficiently represent or cover the performance of the then
current  Service  or  other  requirements  of  the  Contract  by  sending  written  notice  to  the
Contractor at least thirty (30) days prior to the date that the Authority requires such amended
Service  Levels  to  be  effective  and  the  Contractor  shall  not  unreasonably  (taking  account  of
the proportionality of the Authority’s request with respect to the Service Level Metrics to be
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amended  and  to  the  overall  Service  Levels)  withhold  its  consent  to  such  amendment  of  the
Service Level Metrics. If such amendment affects the Service Charges, the Parties shall agree
such change to the Service Charges (if any) in accordance with Schedule L (Change Control
Procedure).  This Schedule shall be updated to reflect the modification of any Service Level
Metrics.
3.4
Weightings
At  any  time  during  the  Term,  the  Authority  may  make  changes  to  the  Weightings  for  any
Service  Level  Metric  (acting  reasonably  and  for  good  business  reasons)  where  it  is  able  to
identify to the Contractor that the existing Weightings do not sufficiently represent or cover
the performance of the then current Service or other requirements of the Contract, by sending
written notice to the Contractor at least thirty (30) days prior to the date the Authority requires
such Weightings to be effective, and the Contractor shall not unreasonably (taking account of
the  proportionality  of  the  Authority’s  request  with  respect  to  the  Weightings  to  the  overall
Service Levels) withhold its consent to such changes to the Weightings.  This Schedule shall
be  updated  to  reflect  any  change  to  the  Weightings  and  such  changes  shall  not  affect  the
Service Charges.
4
CONTINUOUS IMPROVEMENT
4.1
General
The Parties agree to the principle of continuous improvement of service performance and that
the  Service  Levels  should  be  modified  during  the  Term  to  reflect  this.  Unless  otherwise
agreed by the Parties, the Service Levels will be modified each year upon the anniversary of
TOR  as  described  in  this  Clause  4.  The  modifications  as  described  in  this  Clause  4  are  in
addition to any stepped changes in Target Service Levels which are identified in the relevant
parts of this Schedule.
4.2
Continuous Improvement
4.2.1  Subject  to  Clauses  4.2.2,  4.2.3,  and  4.2.4,  below,  each  established  Target  Service
Level  shall  be  reset  upwards  by  20%  of  the  difference  between  the  mean  actual
performance  measure  of  the  relevant  Service  Metric  over  the  preceding  twelve  (12)
months  and  its  corresponding  Target  Service  Level,  unless  the  Contractor  can
demonstrate  that  such  actual  performance  is  not  sustainable  due  to  particular
circumstances during the previous or next twelve (12) Months. If the Target Service
Level is reset in accordance with this Clause 4.2.1, the levels of performance above or
below such Target Service Level shall be reset by the same percentage as the Target
Service  Level.  Service  Levels  cannot  be  decreased  without  the  express  written
consent of the Authority.
4.2.2  In the event that there are any stepped changes to a Target Service Level during the
Term  (provided  such  stepped  changes  are  identified  in  the  relevant  parts  of  this
Schedule),  the  Parties  will  reset  the  twelve  (12)  Months  measurement  period
(described in Clause 4.2.1 above) for that Target Service Level so that the first Month
of measurement begins from the date the stepped change occurred.
4.2.3  For any Service Levels which are not measured on a sliding scale basis (for example,
a Service Level of “no more than two (2) failures in any measurement period”) where
the  mean  actual  performance  in  the  preceding  calendar  year  was  above  the  Service
Level, the Parties will agree a mechanism for continuous improvement which:
(a)
reflects a similar intention; and
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(b)
provides for a reasonable Service Level increase,
in terms similar to the regime detailed in Clauses 4.2.1 to 4.2.2 above.
4.2.4  The  Authority  shall  be  entitled,  at  its  sole  discretion,  to  waive  the  resetting  of  the
Target Service Levels under Clause 4.2.1 and Clause 4.2.3 above.
5
ESCALATION OF SERVICE-RELATED FAILURE
5.1
Responsibilities
5.1.1  The Contractor shall take all reasonable steps to ensure that all Service Level Metrics
remain  at  or  above  the  Target  Service  Levels.    Each  Party  shall  use  the  escalation
procedure  set  out  in  this  Clause  5  to  try  to  resolve  outstanding  issues  relating  to
service performance and to raise awareness of any matters that have, or may have, a
material impact on the performance of the Services.
5.1.2  The Service Credit and Service Incentive Payment provisions of this Schedule shall
continue to apply throughout the operation of the escalation procedures set out in this
Clause 5.
5.2
Pro-Active Measures
5.2.1  Prior to any Recovery Plan being put in place in accordance with Clause 5.3 below,
the Contractor will take pro-active measures to prevent performance falling below the
Target  Service  Levels  specified  in  Parts  2  and  3  of  this  Schedule  (as  applicable).
Such failure shall be known as a “Service Level Failure”.
5.2.2  Without  prejudice  to  the  Authority’s  other  rights  and  remedies,  if  a  Service  Level
Failure occurs where the Service Score for any Service Level Metric is below 95, the
Contractor shall:
(a)
report  the  occurrence  to  the  Authority  as  soon  as  it  has  the  information
indicating that such Service Level Failure may occur;
(b)
take corrective action and test to assure the Service Level Failure is resolved
by that corrective action;
(c)
take appropriate preventive measures so that such Service Level Failure does
not recur;
(d)
investigate and report on the causes of such Service Level Failure (including
an  explanation  of  how  and  why  the  required  pro-active  measures  failed  to
prevent such Service Level Failure); and
(e)
advise the Authority, as and to the extent requested by Authority, of the status
of  remedial  efforts  being  undertaken  with  respect  to  such  Service  Level
Failure.
5.3
Escalation Procedure for Service Level Failures
5.3.1  General
(a)
Without prejudice to the general provisions set out in Clause 5.2 above and/or
the Parties entitlement to commence the Dispute Resolution Procedure set out
in  Schedule  P  (Dispute  Resolution  Procedure)  at  any  time,  the  escalation
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procedures  set  out  in  this  Clause  5  are  intended  to  enable  the  Parties  to
manage effectively continued, or worsening Service Level Failures.
(b)
The  Authority  and  the  Contractor  shall review the  Monthly  Service  Reports
and Exception Reports provided to the Authority in accordance with Clause 7
below.
5.3.2  The  following  procedures  shall  be  enacted  if  the  Exception  Reports  identify  any  of
the following Service Level Failures:
(a)
if  the  Service  Score for  a Service  Level  Metric is  below  80  for  1  Month  or
below  90  for  three  (3)  consecutive  Months;  or  below  95  for  six  (6)
consecutive months  or
(b)
if  the  Overall  weighted  average  Score  for  the  Services  is  below  90  for  1
Month or below 95 for any three (3) consecutive Months;
(c)
or if the Individual Score for a Bureaux falls below 90 for 1 Month or 95 for
three (3) consecutive Months, then:
(i)
the  Contractor  shall  promptly  contact  the  Authority  and  the  Parties
shall review the need for a Recovery Plan.  The scope and format of
all Recovery Plans shall be agreed by the Parties and documented by
the  Contractor  in  the  Policies  and  Procedures  Manual.  If  the
Authority  decides  that  a  Recovery  Plan  is  required,  it  shall  be
submitted  to  the  Authority  within  five  (5)  Working  Days  of  such
decision. The plan shall specify the proposed activities and recovery
period to bring the Service Levels back to the Target Service Levels.
Such  recovery  period  shall  be  limited  to  the  minimum  practical
period possible in the circumstances.  Unless otherwise agreed by the
Authority,  the  maximum  recovery  period  for  a  Recovery  Plan  shall
be three (3) Months;
(ii)
the  Authority  shall,  within  a  reasonable  time  (having  due  regard  to
the  Contractor’s  obligations  in  this  Clause  5.3.2),  review  the
Recovery  Plan  (including  the  activities  and  the  time-scales),  and
decide  whether  the  Contractor  shall  proceed  in  accordance  with  the
proposed  Recovery  Plan  or  submit  a  revised  Recovery  Plan  for
approval;
(iii)
the  Contractor  shall  implement  the  Recovery  Plan  approved  under
Clause 5.3.2(c)(i) within the time-scales set out in the Recovery Plan;
(iv)
the status  of  implementation  of the  Recovery  Plan  shall  reported  by
the Contractor on a weekly basis (simple written report) and shall be
reviewed  by  the  Parties  as  part  of  the  regular  (monthly)  Program
Status  Reviews;  if  on  the  expiry  of  the  Recovery  Plan,  the  relevant
Service Level Failure under review remains below the levels set out
in Clause 5.3.2(a), (b) and/or (c), then:
(A)
the process set out in this Clause 5.3.2 shall be repeated
(potentially, with modifications directed by the Authority), at
the Authority’s sole discretion; or
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(B)
the Authority may escalate resolution of the Service Level
Failure in accordance with Schedule P (Dispute Resolution
Procedure), at the Authority’s sole discretion.
5.3.3  Notwithstanding the provisions in Clauses 5.3.1 and 5.3.2 above, if any Service Level
falls below the Minimum Allowable Score for three (3) consecutive Months or more
and is not corrected via the recovery process in Clause 5.3.2, then it shall be deemed a
material Default and the Authority, at its sole discretion, shall be entitled to terminate
the Contract in accordance with Clause 43 of Schedule B (Conditions of Contract).
6
EXCEPTIONS
The  Contractor  shall  not  be  responsible  for  a  failure  to  meet  any  Service  Level  (and  shall  not  be
required  to  pay  any  Service  Credit  to  the  Authority  relating  to  such  failure)  to  the  extent  that  such
failure  is  attributable  to  a  Force  Majeure  Event  in  accordance  with  Clause  47  of  Schedule  B
(Conditions of Contract).
7
REPORTS
7.1
Unless  otherwise  specified  in  this  Schedule,  each  Service  Level  shall  be  measured  on  a
monthly  basis  and  the  Contractor  shall  provide  a  Monthly  Service  Level  Report  which
includes information  on  Service  Levels,  including  an  Exception  Report.    Exception  Reports
must  be  provided  where  the  Service  Score  for  any  Service  Level  Metric  is  below  95.  The
exact format of monthly Service Level Reports and Exception Reports will be agreed by the
Parties and documented by the Contractor in the Policies and Procedures Manual.
7.2
The scope and format of the Exception Reports shall be agreed by the Parties and documented
by the Contractor in the Policies and Procedures Manual.  Each Exception Report will include
a  statement  assessing  the  need  for  further  remedial  action  to  prevent  a  recurrence  of  the
Service  Level  Failure.    The  Exception  Reports  shall  include  the  identification  of  trends  for
individual Service Level Metric and/or any other affected Service Level Metrics and indicate
where any action has been taken by the Contractor
7.3
Where  further  remedial  action  is  required  to  meet  the  relevant  Target  Service  Levels,  the
Contractor shall provide a Recovery Plan in accordance with Clause 5 above.
8
CALCULATION OF SERVICE PAYMENT ADJUSTMENT
8.1
Introduction
8.1.1  This section describes adjustment to the Service Charges associated with the IDENT1
SLR.
8.1.2  Adjustments are either Service Credits that reduce the Monthly Baseline Charges set
out in Schedule E (Pricing) or Service Incentive Payments that increase the Monthly
Baseline Charges.
8.1.3  Service  payment  adjustment  is  based  on  the  quality  of  service  delivered  to  the
individual  IDENT1  sites.    Quality  of  service  is  measured  by  Service  Level  Metrics
measuring the performance of a number of Service Level Criteria.
8.1.4  The maximum amount of Service Credit by which the Monthly Baseline Charge can
be  adjusted  is  capped  at  30%  of  the  Monthly  Baseline  Charges  even  if  the  overall
Service Score falls below 70.
Schedule F, Service Level Requirements
10
Signature Version
Part 1 Service Level Terms
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PITO
IDENT1 CONTRACT
Northrop Grumman

Released under FOI in full on 16th July 2009
8.1.5  The maximum amount of Service Incentive Payments by which the Monthly Baseline
Charges can be adjusted is capped at 10% of the Monthly Baseline Charges even if
the overall Service Score exceeds 110.
8.2
Service Score Calculation
8.2.1  Calculation of overall Service Score for IDENT1 Services and Livescan Services is
described  in  Part  2  and  Part  3  of  this  schedule  respectively.    Service  Score  is
expressed  as  a  number  between  50  (the  Minimum  Allowable  Score)  and  120  (the
Maximum Allowable Score).
8.2.2  Service Scores greater than 100 represent Service Incentives.  Service Credits below
100 represent Service Credits.
8.2.3  The  Adjusted Monthly  Baseline  Charges  are  calculated  by  multiplying  the Monthly
Baseline Charges by the Service Score expressed as a percentage, subject to the limits
described  in  Clauses  8.1.4  and  8.1.5  above.    That  is,  a  service  score  of  100  is
considered as 100% for this calculation.
8.2.4  Service Scores are presented and agreed on a monthly basis with the Authority.
8.3
Monthly Baseline Charges - Payment
The mechanisms around payment are detailed in Schedule E (Pricing).
Schedule F, Service Level Requirements
11
Signature Version
Part 1 Service Level Terms
Released under FOI in full on 16th July 2009