Availability and Continuity Clause Samples

Availability and Continuity a) Botany IT’s objective is to provide access to the Web Hosting Service 24 hours per day, every day of the year, excepting necessary planned interruptions for the service, upgrades, reconfiguration or unplanned interruptions. Botany IT will minimize the number and duration of these interruptions. Botany IT will attempt to coordinate with all affected customer to schedule the planned interruptions for times that are least disruptive to the customers. b) For standard support issues, the Botany IT commits to a normal first response time of 1 business day during normal office hours. For support issues deemed critical by Botany IT and customer, Botany IT commits to a maximum first response time of 120 minutes; all other issues will be handled on the next workday. c) Both Botany IT and customer agree to a planned regular maintenance window every first Sunday in each month from 7:00 pm to 11:00 pm as needed to allow scheduling of regular maintenance changes, patches, upgrades, etc. Both parties must be notified with any such maintenance changes and their planned change schedule d) This SLA applies primarily to the specific system described; in the event of service interruption due to other causes, Botany IT commits to realise the resumption of customer’s service and support as soon as is reasonably possible.