Availability and Service Credits. 3.1 The Provider shall provide the respective Service at the Handover Point during the Service Provision Period with the Availability as described in the respective Pricing & Conditions. Except as otherwise agreed, an availability of 99.50% per month shall be deemed agreed.
Availability and Service Credits. 9.4.1 The availability of the PTV Cloud Service is determined on the basis of the following values which are calculated as a time percentage over a month, excluding the time slots reserved for Planned Maintenance: 🠶 Gross availability in minutes: VB = number of calendar days per month * 24 hours * 60 minutes �� Maintenance in minutes: WG = Time for Planned Maintenance 🠶 Net availability in minutes: VN = VB – WG 🠶 Downtime in minutes: A 🠶 Actual availability in percentage: V = (VN – A) / VN The actual availability of the PTV Cloud Service is V: 99.9% PTV plans periodic proactive maintenance (“Planned Maintenance”) on the servers. In average, the interruption for a given PTV Cloud Service is likely to amount to one (1) hour per week per cartographic cluster. PTV Cloud Service interruptions superior to one (1) hour are usually notified seventy-two (72) hours in advance, barring emergencies which are handled immediately. The following definitions shall apply: �� The transfer point is the point of transition from the Internet to the servicing data processing centre (“Transfer Point”). 🠶 The PTV Cloud Services are deemed available if the methods of the PTV Cloud Service interface or the application generate defined responses (“Responses”) to the defined requests (“Requests”) at the Transfer Point. 🠶 Downtime is the time when a defined Request at the Transfer Point does not generate a Response.
Availability and Service Credits. Licensor guarantees the Software will have a minimum ninety- nine and nine-tenths percent (99.9%) System Uptime. The maintenance schedule for Scheduled Downtime is available up to three (3) months in advance. In the event System Uptime is less than ninety-nine and nine-tenths percent (99.9%) during any calendar month during the Subscription Term (a “Service Level Failure”), and, provided that, within ten business (10) days of the end such calendar month, Licensee has notified Licensor in writing of such Service Level Failure and requested a Service Credit in accordance with the provisions herein, Licensee may be entitled to Service Credits against its subsequent payment obligations according to the following table. System Availability Service Credit 98.99 – 98.00 1% of Monthly License Fees 97.99 – 97.00 2% of Monthly Licensee Fees < 96.99 3% of Monthly License Fees The parties intend that the Service Credits constitute compensation to Licensee, and not a penalty. The parties acknowledge and agree that Licensee’s harm caused by Licensor’s delayed delivery of the Software or Maintenance Services would be impossible or very difficult to accurately estimate as of the Effective Date, and that the Service Credits are a reasonable estimate of the anticipated or actual harm that mightarise from a Service Level Failure. Licensor’s payment of the Service Credits is Licensor’s sole liability and entire obligation Service Level Failure.
Availability and Service Credits a. Service Credit Definition and Calculation. Subject to the exclusions noted below, if in any given month Subscriber reports a Priority 1 or 2 Issue, and it takes Appian longer than the percentage of time occurring in the applicable month noted below (“Aggregate Availability”) to provide a corresponding Correction in accordance with the applicable Technical Support Availability hours noted in the chart above, Appian will provide Subscriber with a credit of the percentage of the sum of the applicable monthly subscription fee and monthly Support fees in effect during the applicable month in the amount described below (each such credit is referred to as a “Service Credit”). The Aggregate Availability for Priority 1 Issues is calculated as 100 percent minus the quotient of the time required by Appian to provide Corrections for all Priority 1 Issues reported in a month, divided by the total number of minutes occurring in that month. Likewise, the Aggregate Availability for Priority 2 Issues is calculated as +100 percent minus the quotient of the time required by Appian to provide Corrections for all Priority 2 Issues reported in a month divided by the total number of minutes occurring in that month. The Service Credits are Appian’s exclusive obligation, and Subscriber’s sole remedy associated with any Issues. A Priority 1 Issue may not be reported both as a Priority 1 and a Priority 2 Issue. Priority Level Monthly Availability % Service Credit* Standard Advanced Enterprise Priority 1 <99.8% but ≥ 99.0% <99.95% but ≥ 99.0% <99.99% but ≥ 99.0% 10% <99.0% <99.0% <99.0% 30% Priority 2 <99.0% <99.0% <99.0% 15% *Credit percentages are as a percentage of the sum of monthly applicable subscription fee for Subscriber’s subscription to use the Cloud Offering and the monthly Support fees in the applicable Order Form. If the subscription fee for the Cloud Offering is paid other than monthly, the monthly subscription fee shall be calculated as the pro rata equivalent of one month of the subscription fee specified in the applicable Order Form.
Availability and Service Credits. 1. Crowdfox owes the agreed availability of the service at the transfer point during the service provisioning period. Unless otherwise defined, an availability of 99 percent per year is agreed upon.
Availability and Service Credits. The Paxata Product is subject to the service availability levels and service credits described in Paxata’s Service Level Standards available at xxxx://xxx.xxxxxx.xxx/agreements/sla.
Availability and Service Credits. 3.1. neoalto owes the agreed availability of the Service at the Delivery Point during the service provision period as described in the service description. Unless otherwise defined, an availability of 97% on an annual average is agreed.
