XMaS KPIs and SLAs for 2024-2029

XMaS operates under the following Key Performance Indicators (KPIs):

A) The number of university research groups that have made use of the XMaS beamline in 12 months. (All beamtime).

B) The number of new users that have made use of the beamline expressed as a percentage of the Total Number of Users within 6 months.

C) The uptime of the beamline within 6 months as a percentage of the Total Available Time within that period.

D) The number of user complaints received within 12 months.

E) The number of research outputs expressed as a Total Number for a calendar year.

F) The total number of publicity and/or outreach activities that the facility performs in 12 months.

XMaS operates under the following Service Level Agreements (SLAs):

• Requests for beamtime will have decisions made within 20 working days of the PRP meeting subject to knowledge of the ESRF review process. In 'exceptional' cases users will be informed if these benchmark times are going to be exceeded and an explanation provided.
• Facility users will be fully supported by a dedicated facility staff member during experimental time.
• The facility will respond to all user enquiries clearly and quickly in line within 5 working days for emails and 2 working days for telephone enquiries.
• The facility will respond to user complaints within 10 working days.
• The facility will treat all proposals equally, fairly and in confidence.
• The facility will treat all users equally and fairly.
• The facility will uphold high standards of integrity in all operations and in contact with users.

The XMaS beamline at the ESRF is one of National Research FacilitiesLink opens in a new window. It is managed by the Universities of Liverpool and Warwick under a service contract with EPSRC. Take a look at the KPI and SLA data below, as well as other interesting metrics that XMaS has observed.