Submit KPIs and / or SLA report in accordance with the Quality Assurance Plan defined in the technical specifications.

Agree an exact date of extraction and computing of KPIs with the contractor, in order to have comparable values.

Please refer to the guidelines for contractor’s quality plan for further details.

Evaluate the contractor’s performance via CERN’s own system/tools, measuring CERN’s monthly KPIs and SLA and in accordance with the Quality Assurance Plan defined in the technical specifications and the Quality Assurance Plan.

Use follow-up meetings to address the contractor’s performance via KPIs and SLA.

It is advisable to use CERN’s own system/tools to evaluate and check the KPIs declared by the contractor (Infor EAM, excel table etc.).

Review KPIs / SLA during contractual follow-up meetings (monthly or quarterly).

Apply penalties as the case may be, deducting the related amount from invoices in accordance with the periodicity defined in the contract (monthly usually).

If contractual penalties are applicable, you should inform the contractor of their application and deduct them from the monthly invoice. Penalties should be used as an incentive for the contractor to perform services in accordance with the contract.