Accurate and timely billing of Customer Accuracy /timelines at least 98% at all times 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Access to Customer support Availability at least 98% at all times 0.5% Service Credit gained for each percentage the specified Service Level Performance Measure Complaints handling At least 98% at all times 0.5% Service Credit gained for each percentage under the specified Service Level Performance Measure Provision of specific Services Quality at 98% at all times 2% Service Credit gained for each percentage under the specified Service Level Performance Measure Timely provision of the Services [** hours a day, ** days a week.] Services availability at least 98% at all times 2% Service Credit gained for each percentage under the specified Service Level Performance Measure
3.1 During the Call Off Contract Period, the Supplier shall: 3.1.1 create and maintain a Register of all: a) Supplier Assets, detailing their: i. make, model and asset number; ii. ownership and status as either Exclusive Assets or Non-Exclusive Assets; iii. Net Book iv. condition and physical location; and v. use (including technical specifications); and b) Sub-Contracts and other relevant agreements (including relevant software licences, maintenance and support agreements and equipment rental and lease agreements) required for the performance of the Services; 3.1.2 create and maintain a configuration database detailing the technical infrastructure and operating procedures through the Supplier provides the Services, which shall contain sufficient detail to permit the Customer and/or Replacement Supplier to understand how the Supplier provides the Services and to enable the smooth transition of the Services with the minimum of disruption; 3.1.3 agree the format of the Registers with the Customer as part of the process of agreeing the Exit Plan; and 3.1.4 at all times keep the Registers up to date, in particular in the event that Assets, or other relevant agreements are added to or removed from the Services. 3.2 The Supplier shall: 3.2.1 procure that all Exclusive Assets listed in the Registers are clearly marked to identify that they are exclusively used for the provision of the Services under this Call Off Contract. 3.3 Each Party shall appoint a person for the purposes of managing the Parties' respective obligations under this Call Off Schedule and provide written notification of such appointment to the other Party within three (3) Months of the Call Off Commencement Date. The Supplier's Exit Manager shall be responsible for ensuring that the Supplier and its employees, agents and comply with this Call Off Schedule. The Supplier shall ensure that its Exit Manager has the requisite Customer to arrange and procure any resources of the Supplier as are reasonably necessary to enable the Supplier to comply with the requirements set out in this Call Off Schedule. The Parties' Exit Managers will liaise with one another in relation to all issues relevant to the termination of this Call Off Contract and all matters connected with this Call Off Schedule and each Party's compliance with it. 4. OBLIGATIONS TO ASSIST ON RE-TENDERING OF SERVICES 4.1 On reasonable notice at any point during the Call Off Contract Period, the Supplier shall provide to the Customer and/or its potential Replacement Suppliers (subject to the potential Replacement Suppliers entering into reasonable written confidentiality undertakings), the following Contracts