Service levels

This section describes the service levels that apply to iSHARE Adhering Parties and Certified Parties.

A service level measures the performance of a service. Per service level described in this section, an explanation of the service level is given before both the norm and the minimum level are defined.

The following service levels are described per party. Please click on the 'X' in each column to be redirected to the specific service level description.

	Adhering Parties (Providing System Services)	Adhering Parties(Not Providing System Services)**	Certified Parties/Satellites
Service level
Availability	X		X
Performance	X		X
Incidents	X	X	X
Support	X	X	X
Reporting			X

** In the context of this Framework, the service levels for Availability and Performance mainly applies to system services provider, irrespective of their role.

Adhering parties like Service Consumers and Entitled Parties do not provide System Services (which are catered through use of systems) and thereby may be exempt from the service levels of Availability and Performance.

The service levels are monitored by the Scheme Owner through:

• Analysis of certified party reports;

• Random sampling.

No norm is set for monitoring frequency or detail.