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31/07/2019
The Agency has established minimum service requirements in the draft Service Level Agreement (SLA) with Key Performance Indicators (KPIs), which will form part of the contract to be concluded with the successful tenderer. A tenderer may, as part of its proposal, propose more severe KPIs, meaning a commitment to a performance which is even better than the minimum requested by the Agency and as reflected in the SLA. In such case, as described in point 2.2. of the Qualitative award criterion, a tenderer shall clearly specify measurable targets over and above the indicated KPIs which the tenderers is prepared to guarantee to the Agency, including escalation procedures and measures taken if targets are not met (e.g. applicable penalties). These proposal with regard to the draft SLA will form part of the final SLA, which will become an integral part of the contract with the successful tenderer. This means that, if successful in this procedure, the tenderer’s proposal with regard to the SLA will be incorporated into the final SLA, which shall then be agreed between the parties.
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