Performance
Service Level Agreement (SLA)
The Solid State NMR Service will operate a Service Level Agreement (SLA) according to the following:
- the time from arrival of a sample to logging in and informing a User of receipt will be less than 3 (three), for all samples.
- 90% of all first measurements will be completed and reported to users within 20 days of samples being logged. 90% of any follow-up measurements will be completed and reported within 30 days of the first measurements being made.
In 'exceptional' cases, Users will be informed by the service operator if these benchmark times are going to be exceeded and an explanation provided.
The Facility will be operational and available for Solid State NMR use for 70% (seventy percent) of maximum possible operational time.
The Solid State NMR Service will perform a minimum of 2 (two) training activities during the course of the Agreement.
The Solid State NMR Service will perform a minimum of 2 (two) publicity activities during the course of the Agreement.
The Solid State NMR Service will generate a minimum of 15 (fifteen) research outputs per year.
The Solid State NMR Service will respond to all User enquiries clearly and quickly in line with the following timescales:
- To email or fax enquires within 5 (five) working days
- To telephone enquiries within 2 (two) working days
The Solid State NMR Service will respond to user complaints within 10 (ten) working days
The Solid State NMR Service will treat all proposals equally and fairly
The Solid State NMR Service will treat all Users equally and fairly
The Solid State NMR Service will uphold high standards of integrity in all operations and in contact with Users
Performance
Q1: November, December, January
Q2: February, March, April
Q3: May, June, July
Q4: August, September, October
Year 1: 2011-2012
Year 2: 2012-2013
KEY PERFORMANCE INDICATORS |
| ||||
| Year 1 | Year 2 Q1 | Year 2 Q2 | |||
| Number of research groups using the Service | 59 | 23 | 23 | ||
| Number of samples analysed | 813 | 217 | 234 | ||
| Number of datasets saved | 1414 | 403 | 336 | ||
| Service availability | 98% | 99% | 99% | ||
| Hours of downtime | 203 | 24 | 12 | ||
| Number of outages lasting more than 24 hours | 4 | 0 | 0 | ||
| Publications | 24 | 8 | 1 | ||
| Average response time for sample receipt (0 = same day) | 0.23 days | 0.18 days | 0.38 days | ||
| Average response time for enquiries (0 = same day) | 0.37days | 1.07 days | 0.90 days | ||
| Number of access requests | 185 | 54 | 37 | ||
| Number of access requests granted | 184 | 54 | 37 | ||
| Datasets recorded within 14 days of sample receipt | 90% | 93% | 90% | ||
| Datasets reported within 14 days of sample receipt | 82% | 89% | 77% | ||
| Number of complaints | 0 | 0 | 0 | ||
| Number of training requests received | 12 | 0 | 0 | ||
| Number of training sessions delivered | 2 | 1 | 0 |
Service hours
|
| Limit | Year 2 cumulative total | Year 1 | Year 2 Q1 | Year 2 Q2 |
| Annual hours available | 8160 | 3952 | 8220 | 1936 | 2016 |
| Allocated to core EPSRC Service | 2720 | 2618 | 4975 | 1224 | 1394 |
| Allocated to extended Service | 1360 | 0 | 0 | 0 | 0 |
| Durham use | 272 | 317 | 404 | 317 | - |