Standards of Performance Scorecard Criteria Standards of Performance Current Trend Key Messages / Action Taken Average Break/Fix Response Time 4 hours The average amount of time between the client initiated call and the arrival of the service technician on site. 83.4% Avg response time 6.02 hrs 96 out of 115 service incidents responded within 4 hours Equipment Uptime 98% The three month rolling percentage that the equipment is available for use within the contracted period of coverage. 98.3% 115 -break/fix incidents 73.2% reactive First Time Fix 85% The average number of times a device was successfully repaired during the initial call. 87.8% 101 out of 115 service incidents resolved on first call. Device recommendation 5 business days 92% 14 new device recommendations in March Average response 3 days Device Delivery 10 business days for standard configuration, 20 business days for non-standard configuration 100% 10 approved requests in March Average time to deliver 9 days Device relocation / Pick up 5 relocation requests in March 2 relocated, 3 pending move date per client Device reporting 98% reporting, minus stored, unconnected and situations beyond Zeno’s control Pending April reporting No Yellow – We are either achieving SLA’s or Not Share SLA’s with Associates Hints & Tips: Customize these according to contracted Standards Of Performance (SOP) / Service Level Agreements (SLA) not Statement of Work (SOW) Consider discussing the differences in Standards of Performance / Statements of Work / Service Level Agreements Note that these metrics are reflective of calls to the Xerox system only.