Ajánlati felhívás részletei
Státusz
A benyújtás dátuma
05/08/2019
Válasz dátuma
06/08/2019
Nyelv
Státusz
Megválaszolva
Kérdés részletei
Tárgy
Question 34 - Q&A
Kérdés
From our own experience we know that a maximum of 1 complaint per month in a building with > 1.000 end users is not a realistic goal. We suggest that this KPI will be set to a maximum of 20 complaints per month before a penalty goes into effect. Will you agree to this? If not, to which number are you willing to set this KPI?
Válasz
06/08/2019
Complaints as described in the SLA are not user complaints. User complaints will be channelled through the EMA contract manager who will assess the issue and discuss it with the contractor at the monthly review meeting. Should an issue not be resolved or followed up within the required standards by the contractor, the matter will be escalated into a complaint in the quarterly review.