Service levels

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

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	Certified Parties/Satellites
Service level
Availability	X	X
Performance	X	X
Incidents	X	X
Support	X	X
Reporting		X

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.