id: iagree-example-process
version: 0.9.2
type: agreement
context:
  iAgree: "2.0"
  provider: ISA Research Group
  consumer: papamoscas-company
  validity:
    initial: '2014-10-16'
    timeZone: Europe/Madrid
  infrastructure:
    designer: 'http://designer.governify.io'
    portal: 'http://portal.governify.io'
    registry: 'http://registry.papamoscas-company-devel.governify.io'
    reporter: 'http://reporter.services.papamoscas-company-devel.governify.io'
  definitions:
    schemas:
      escalatedIncidentPercentage:
        description: Percentage of incidents escalated by first level support teams
        type: double
        unit: '%'
      resolutionTime:
        description: Immediate incident resolution by first level support teams
        type: string
        unit: hours
      schedule:
        description: service schedule
        type: string
    scopes:
      serviceDesk:
        priority:
          name: priority
          description: incident priority
          type: string
          metadata:
            reported: true
        node:
          name: node
          description: node
          type: string
          metadata:
            reported: true
        center:
          name: center
          description: center
          type: string
          metadata:
            reported: true
          name: node ETC
          description: ETCs del node
          type: integer
          format: int32
          metadata:
            reported: true
        serviceLine:
          name: serviceLine
          description: service line
          type: string
          default: operation service line
        activity:
          name: activity
          description: activity
          type: string
          default: not planned activity
    logs:
      jira:
        uri: 'http://logs-devel.papamoscas-company-devel.governify.io/api/v1/jira/v01.03'
        stateUri: 'http://logs-devel.papamoscas-company-devel.governify.io/api/v1/jira/v01.03/count'
        scopes:
          serviceDesk:
            priority: priority
            node: node_SUBJECT
            center: center
terms:
  pricing:
    billing:
      period: monthly
      initial: '2016-05-12T10:35:36.000'
      penalties:
        - over:
            escalatedIncidentPercentage:
              $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
          aggregatedBy: sum
          groupBy:
            serviceLine:
              $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
            activity:
              $ref: '#/context/definitions/scopes/serviceDesk/activity'
          upTo: -10
  metrics:
    issue_start:
      schema:
        description: incident start date
        type: string
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_start/'
    issue_end:
      schema:
        description: incident end date
        type: string
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_end/'
    issue_duration:
      schema:
        description: incident duration
        type: string
        unit: seconds
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_duration/
    issue_duration_K05:
      schema:
        description: incident duration without priority
        type: string
        unit: seconds
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_duration_K05/
    issue_area_K18:
      schema:
        description: incident area
        type: string
        unit: seconds
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_area_K18/
    issue_idle_time:
      schema:
        description: incident idle time
        type: string
        unit: seconds
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_idle_time/
    issue_subject:
      schema:
        description: incident subject
        type: string
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_subject/'
    issue_source:
      schema:
        description: incident origin
        type: string
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_source/'
    issue_typology:
      schema:
        description: incident typology
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_typology/
    issue_priority:
      schema:
        description: incident priority
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_priority/
    issue_resource:
      schema:
        description: incident resource
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_resource/
    issue_node:
      schema:
        description: incident node
        type: string
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_node/'
    issue_center:
      schema:
        description: incident center
        type: string
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_center/'
    issue_resolutor:
      schema:
        description: incident resolutor
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/issue_resolutor/
    serviceDesk_KPI_36A:
      schema:
        description: period overall penalty
        type: double
        unit: '%'
      computer: >-
        http://registry.papamoscas-company-devel.governify.io/api/v1/states/T14-L4-S12/pricing/billing/penalties
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: period overall penalty
        description: billing penalty
        kind: penalty
        class: totalizer
        reportable: false
        frequency: 1
        initial: '2014-10-16'
    serviceDesk_KPI_12A_evidence:
      schema:
        description: well-solved incidents
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_12A_evidence/
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
    serviceDesk_KPI_12A:
      schema:
        description: well-solved incidents percentage
        type: double
        unit: '%'
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_12A/'
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: well-solved incidents
        description: well-solved incidents percentage
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_24C_evidence:
      schema:
        description: re-open incidents 
        type: bool
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24C_evidence/
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
    serviceDesk_KPI_24C:
      schema:
        description: re-open incidents 
        type: double
        unit: '%'
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24C/'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: re-open incidents percentage
        description: re-open incidents 
        kind: penalty
        class: business
        reportable: true
    serviceDesk_KPI_24A_evidence:
      schema:
        description: re-open incidents 
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24A_evidence/
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
    serviceDesk_KPI_24A:
      schema:
        description: re-open incidents 
        type: double
        unit: '%'
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_24A/'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: re-open incidents percentage
        description: 
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_24A_current_penalty:
      schema:
        description: current month penalty
        type: double
        unit: '%'
      computer: >-
        http://registry.papamoscas-company-devel.governify.io/api/v1/states/T14-L4-S12/guarantees/serviceDesk_KPI_24C/penalty
      parameters:
        offset:
          type: number
          description: Offset over current month.
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: Reincident penalty serviceDesk_KPI_24A in centers
        description:  Reincident penalty serviceDesk_KPI_24A in centers
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_24A_last_penalty:
      schema:
        description: last month penalty for serviceDesk_KPI_24A
        type: double
        unit: '%'
      computer: >-
        http://registry.papamoscas-company-devel.governify.io/api/v1/states/T14-L4-S12/guarantees/serviceDesk_KPI_24C/penalty
      parameters:
        offset:
          type: number
          description: Offset over current month.
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: Reincident penalty serviceDesk_KPI_24A in centers
        description: Reincident penalty serviceDesk_KPI_24A in centers
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_79A:
      schema:
        description: new incidents
        type: number
        unit: no
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_79A/'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: new incidents
        description: new incidents
        kind: penalty
        class: business
        reportable: true
        frequency: 1
        initial: '2014-10-16'
    serviceDesk_KPI_78A:
      schema:
        description: solved incidents in period
        type: number
        unit: no
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_78A/'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: solved incidents in period
        description: solved incidents in period
        kind: penalty
        class: business
        reportable: true
        frequency: 1
        initial: '2014-10-16'
    serviceDesk_KPI_65A_evidence:
      schema:
        description: not categorized incidents
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_65A_evidence/
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
    serviceDesk_KPI_65A:
      schema:
        description: not well closed incidents percentage
        type: double
        unit: '%'
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_65A/'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: not well closed incidents percentage
        description: not well closed incidents percentage
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_90A_evidence:
      schema:
        description: claimed incidents percentage
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_90A_evidence/
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
    serviceDesk_KPI_90A:
      schema:
        description: claimed incidents percentage
        type: double
        unit: '%'
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_90A/'
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: claimed incidents percentage
        description: claimed incidents percentage
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_03A_evidence:
      schema:
        description: incident resolution time
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_03A_evidence/
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
    serviceDesk_KPI_03A:
      schema:
        description: incident resolution time
        type: double
        unit: '%'
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_03A/'
      parameters:
        resolutionTime:
          schema:
            description: incident resolution time
            type: string
            unit: days
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: incident resolution time
        description: incident resolution time
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_09A_evidence:
      schema:
        description: rotation factor
        type: string
      computer: >-
        http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_09A_evidence/
      parameters:
        resolutionTime:
          schema:
            $ref: '#/context/definitions/schemas/resolutionTime'
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
    serviceDesk_KPI_09A:
      schema:
        description: rotation factor
        type: int32
        unit: no
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_09A/'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      log:
        jira:
          $ref: '#/context/definitions/logs/jira'
      metadata:
        name: rotation factor
        description: rotation factor
        kind: penalty
        class: business
        reportable: false
    serviceDesk_KPI_22A:
      schema:
        description: idle time percentage
        type: double
        unit: '%'
      computer: 'http://ppinot.computer.papamoscas-company-devel.governify.io/api/v1/indicators/serviceDesk_KPI_22A/'
      parameters:
        schedule:
          schema:
            $ref: '#/context/definitions/schemas/schedule'
      scope:
        serviceDesk:
          $ref: '#/context/definitions/scopes/serviceDesk'
      metadata:
        name: idle time percentage
        description: idle time percentage
        kind: penalty
        class: business
        reportable: false
  guarantees:
    - id: serviceDesk_KPI_12A
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            priority: P1
            node: '*'
          objective: serviceDesk_KPI_12A >= 95.00
          with:
            serviceDesk_KPI_12A:
              resolutionTime: <= 2
              schedule: 'L-DT00:00-23:59'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_12A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_12A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-2'
                  condition: serviceDesk_KPI_12A >= 90.00 && serviceDesk_KPI_12A < 95.00
                - value: '-3'
                  condition: serviceDesk_KPI_12A >= 85.00 && serviceDesk_KPI_12A < 90.00
                - value: '-5'
                  condition: serviceDesk_KPI_12A >= 0 && serviceDesk_KPI_12A < 85.00
        - scope:
            priority: P2
            node: '*'
          objective: serviceDesk_KPI_12A >= 90.00
          with:
            serviceDesk_KPI_12A:
              resolutionTime: <= 4
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_12A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_12A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1.5'
                  condition: serviceDesk_KPI_12A >= 85.00 && serviceDesk_KPI_12A < 90.00
                - value: '-2'
                  condition: serviceDesk_KPI_12A >= 80.00 && serviceDesk_KPI_12A < 85.00
                - value: '-3'
                  condition: serviceDesk_KPI_12A >= 0 && serviceDesk_KPI_12A < 80.00
        - scope:
            priority: P3
            node: '*'
          objective: serviceDesk_KPI_12A >= 82.50
          with:
            serviceDesk_KPI_12A:
              resolutionTime: <= 17
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_12A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_12A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-0.75'
                  condition: serviceDesk_KPI_12A >= 77.50 && serviceDesk_KPI_12A < 82.50
                - value: '-1.25'
                  condition: serviceDesk_KPI_12A >= 72.50 && serviceDesk_KPI_12A < 77.50
                - value: '-1.75'
                  condition: serviceDesk_KPI_12A >= 0 && serviceDesk_KPI_12A < 72.50
    - id: serviceDesk_KPI_24C
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        center:
          $ref: '#/context/definitions/scopes/serviceDesk/center'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            priority: P1
            node: '*'
            center: '*'
          objective: serviceDesk_KPI_24C <= 1.00
          with:
            serviceDesk_KPI_24C: {}
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_24C_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_24C_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-2'
                  condition: serviceDesk_KPI_24C > 1.00 && serviceDesk_KPI_24C <= 2.00
                - value: '-3'
                  condition: serviceDesk_KPI_24C > 2.00 && serviceDesk_KPI_24C <= 3.00
                - value: '-5'
                  condition: serviceDesk_KPI_24C  > 3.00 && serviceDesk_KPI_24C  <= 100.00
        - scope:
            priority: P2
            node: '*'
            center: '*'
          objective: serviceDesk_KPI_24C <= 2.00
          with:
            serviceDesk_KPI_24C: {}
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_24C_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_24C_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1.5'
                  condition: serviceDesk_KPI_24C > 2.00 && serviceDesk_KPI_24C <= 3.00
                - value: '-2'
                  condition: serviceDesk_KPI_24C > 3.00 && serviceDesk_KPI_24C <= 5.00
                - value: '-3'
                  condition: serviceDesk_KPI_24C > 5.00 && serviceDesk_KPI_24C <= 100.00
        - scope:
            priority: P3
            node: '*'
            center: '*'
          objective: serviceDesk_KPI_24C <= 7.50
          with:
            serviceDesk_KPI_24C: {}
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_24C_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_24C_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-0.75'
                  condition: serviceDesk_KPI_24C > 7.50 && serviceDesk_KPI_24C <= 11.00
                - value: '-1.25'
                  condition: serviceDesk_KPI_24C > 11.00 && serviceDesk_KPI_24C <= 14.50
                - value: '-1.75'
                  condition: serviceDesk_KPI_24C > 14.50 && serviceDesk_KPI_24C <= 100.00
    - id: serviceDesk_KPI_24A
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            priority: P1
            node: '*'
          objective: serviceDesk_KPI_24A <= 1.00
          with:
            serviceDesk_KPI_24A: {}
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_24A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_24A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-2'
                  condition: serviceDesk_KPI_24A > 1.00 && serviceDesk_KPI_24A <= 2.00
                - value: '-3'
                  condition: serviceDesk_KPI_24A > 2.00 && serviceDesk_KPI_24A <= 3.00
                - value: '-5'
                  condition: serviceDesk_KPI_24A  > 3.00 && serviceDesk_KPI_24A  <= 100.00
        - scope:
            priority: P2
            node: '*'
          objective: serviceDesk_KPI_24A <= 2.00
          with:
            serviceDesk_KPI_24A: {}
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_24A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_24A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1.5'
                  condition: serviceDesk_KPI_24A > 2.00 && serviceDesk_KPI_24A <= 3.00
                - value: '-2'
                  condition: serviceDesk_KPI_24A > 3.00 && serviceDesk_KPI_24A <= 5.00
                - value: '-3'
                  condition: serviceDesk_KPI_24A > 5.00 && serviceDesk_KPI_24A <= 100.00
        - scope:
            priority: P3
            node: '*'
          objective: serviceDesk_KPI_24A <= 7.50
          with:
            serviceDesk_KPI_24A: {}
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_24A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_24A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-0.75'
                  condition: serviceDesk_KPI_24A > 7.50 && serviceDesk_KPI_24A <= 11.00
                - value: '-1.25'
                  condition: serviceDesk_KPI_24A > 11.00 && serviceDesk_KPI_24A <= 14.50
                - value: '-1.75'
                  condition: serviceDesk_KPI_24A > 14.50 && serviceDesk_KPI_24A <= 100.00
    - id: serviceDesk_KPI_24A_C
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        center:
          $ref: '#/context/definitions/scopes/serviceDesk/center'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            priority: '*'
            node: '*'
            center: '*'
          objective: serviceDesk_KPI_24A_current_penalty * serviceDesk_KPI_24A_last_penalty == 0
          with:
            serviceDesk_KPI_24A_current_penalty:
              offset: 0
            serviceDesk_KPI_24A_last_penalty:
              offset: -1
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-0.5'
                  condition: serviceDesk_KPI_24A_current_penalty * serviceDesk_KPI_24A_last_penalty > 0
    - id: serviceDesk_KPI_65A
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            node: '*'
          objective: serviceDesk_KPI_65A <= 1.00
          with:
            serviceDesk_KPI_65A: {}
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_65A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_65A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration_K05:
                $ref: '#/terms/metrics/issue_duration_K05'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1'
                  condition: serviceDesk_KPI_65A >= 1.00 && serviceDesk_KPI_65A <= 100.00
    - id: serviceDesk_KPI_90A
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        center:
          $ref: '#/context/definitions/scopes/serviceDesk/center'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            priority: P1
            node: '*'
          objective: serviceDesk_KPI_90A <= 1.00
          with:
            serviceDesk_KPI_90A:
              resolutionTime: <= 2
              schedule: 'L-DT00:00-23:59'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_90A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_90A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-2'
                  condition: serviceDesk_KPI_90A > 1.00 && serviceDesk_KPI_90A <= 100.00
        - scope:
            priority: P2
            node: '*'
          objective: serviceDesk_KPI_90A <= 2.00
          with:
            serviceDesk_KPI_90A:
              resolutionTime: <= 4
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_90A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_90A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1.5'
                  condition: serviceDesk_KPI_90A > 2.00 && serviceDesk_KPI_90A <= 100.00
        - scope:
            priority: P3
            node: '*'
          objective: serviceDesk_KPI_90A <= 7.50
          with:
            serviceDesk_KPI_90A:
              resolutionTime: <= 17
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_90A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_90A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1'
                  condition: serviceDesk_KPI_90A > 7.50 && serviceDesk_KPI_90A <= 100.00
    - id: serviceDesk_KPI_03A
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        center:
          $ref: '#/context/definitions/scopes/serviceDesk/center'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            priority: P1
            node: '*'
          objective: serviceDesk_KPI_03A <= 99.98
          with:
            serviceDesk_KPI_03A:
              resolutionTime: <= 7
              schedule: 'L-DT00:00-23:59'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_03A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_03A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-2'
                  condition: serviceDesk_KPI_03A > 99.98 && serviceDesk_KPI_03A <= 100.00
        - scope:
            priority: P2
            node: '*'
          objective: serviceDesk_KPI_03A <= 99.98
          with:
            serviceDesk_KPI_03A:
              resolutionTime: <= 5
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_03A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_03A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1.5'
                  condition: serviceDesk_KPI_03A > 99.98 && serviceDesk_KPI_03A <= 100.00
        - scope:
            priority: P3
            node: '*'
          objective: serviceDesk_KPI_03A <= 99.98
          with:
            serviceDesk_KPI_03A:
              resolutionTime: <= 5
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_03A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_03A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1'
                  condition: serviceDesk_KPI_03A > 99.98 && serviceDesk_KPI_03A <= 100.00
    - id: serviceDesk_KPI_09A
      scope:
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        nodeETC:
          $ref: '#/context/definitions/scopes/serviceDesk/nodeETC'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            node: '*'
            nodeETC: < 20
          objective: serviceDesk_KPI_09A <= 1
          with:
            serviceDesk_KPI_09A: {}
          window:
            type: static
            period: quarterly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_09A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_09A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_area_K18:
                $ref: '#/terms/metrics/issue_area_K18'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1'
                  condition: serviceDesk_KPI_09A >= 2
        - scope:
            node: '*'
            nodeETC: '>= 20'
          objective: serviceDesk_KPI_09A <= 2
          with:
            serviceDesk_KPI_09A: {}
          window:
            type: static
            period: quarterly
            initial: '2014-10-16'
          evidences:
            - serviceDesk_KPI_09A_evidence:
                $ref: '#/terms/metrics/serviceDesk_KPI_09A_evidence'
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_area_K18:
                $ref: '#/terms/metrics/issue_area_K18'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-1'
                  condition: serviceDesk_KPI_09A >= 3
    - id: serviceDesk_KPI_22A
      scope:
        priority:
          $ref: '#/context/definitions/scopes/serviceDesk/priority'
        node:
          $ref: '#/context/definitions/scopes/serviceDesk/node'
        serviceLine:
          $ref: '#/context/definitions/scopes/serviceDesk/serviceLine'
        activity:
          $ref: '#/context/definitions/scopes/serviceDesk/activity'
      of:
        - scope:
            priority: P1
            node: '*'
          objective: serviceDesk_KPI_22A <= 99.98
          with:
            serviceDesk_KPI_22A:
              schedule: 'L-DT00:00-23:59'
          window:
            type: static
            period: monthly
            initial: '2015-11-16T00:00:00.000Z'
          evidences:
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-((serviceDesk_KPI_22A - 30.00) / 10.00) * 3.00'
                  condition: serviceDesk_KPI_22A > 99.98 && serviceDesk_KPI_22A <= 100.00
        - scope:
            priority: P2
            node: '*'
          objective: serviceDesk_KPI_22A <= 99.98
          with:
            serviceDesk_KPI_22A:
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2015-11-16T00:00:00.000Z'
          evidences:
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-((serviceDesk_KPI_22A - 30.00) / 10.00) * 2.00'
                  condition: serviceDesk_KPI_22A > 99.98 && serviceDesk_KPI_22A <= 100.00
        - scope:
            priority: P3
            node: '*'
          objective: serviceDesk_KPI_22A <= 99.98
          with:
            serviceDesk_KPI_22A:
              schedule: 'L-VT08:00-20:00'
          window:
            type: static
            period: monthly
            initial: '2015-11-16T00:00:00.000Z'
          evidences:
            - issue_start:
                $ref: '#/terms/metrics/issue_start'
            - issue_end:
                $ref: '#/terms/metrics/issue_end'
            - issue_duration:
                $ref: '#/terms/metrics/issue_duration'
            - issue_idle_time:
                $ref: '#/terms/metrics/issue_idle_time'
            - issue_subject:
                $ref: '#/terms/metrics/issue_subject'
            - issue_source:
                $ref: '#/terms/metrics/issue_source'
            - issue_typology:
                $ref: '#/terms/metrics/issue_typology'
            - issue_priority:
                $ref: '#/terms/metrics/issue_priority'
            - issue_resource:
                $ref: '#/terms/metrics/issue_resource'
            - issue_node:
                $ref: '#/terms/metrics/issue_node'
            - issue_center:
                $ref: '#/terms/metrics/issue_center'
            - issue_resolutor:
                $ref: '#/terms/metrics/issue_resolutor'
          penalties:
            - over:
                escalatedIncidentPercentage:
                  $ref: '#/context/definitions/schemas/escalatedIncidentPercentage'
              of:
                - value: '-((serviceDesk_KPI_22A - 30.00) / 10.00) * 1.00'
                  condition: serviceDesk_KPI_22A > 99.98 && serviceDesk_KPI_22A <= 100.00