Availability Service Level. The Application Services shall be Available for the percentage of the time each month of the Term of the Agreement as set forth below. [**These service levels and credits are highly customizable depending on how critical the services are. The example below is for moderately high critical applications. Options include removing steps for each month of failure or different availability percentages and steps. Additionally, this can be tailored to have a single availability percentage for critical and non-critical hours. The service level credits currently specified represent the high side of what is reasonable.**] Availability during Critical Hours.
Availability Service Level. Unless a different Services availability level is set forth in the Order or the Supplemental Terms, JCI shall use commercially reasonable efforts to make the Services available twenty four (24) hours a day, seven (7) days a week, except for unavailability of Trial Services and unavailability due to (i) system maintenance and planned downtime (of which JCI shall use reasonable efforts to give prior notice) and (ii) any unavailability caused by: [a] your software or hardware or Third Party Software or hardware; [b] circumstances beyond JCI’s reasonable control, including but not limited to internet service provider and mobile carrier service availability; and [c] misuse of the Services or other violations of this Agreement by you.
Availability Service Level. The Subscription Products will be available 99% percent of the time during defined production hours (“System Availability”) as set forth in this “Service Level Agreement” (this “SLA”). If Xxxxxxx fails to meet the System Availability for three (3) consecutive months, Customer’s sole remedy shall be the prompt and expeditious appointment of a member of Xxxxxxx’ executive team to resolve Customer’s disputes. System Availability is tracked and calculated monthly, as follows: (Total Production Minutes – excluded) – Production Outage Minutes (Total Production Minutes – excluded)
Availability Service Level. In the event that a particular Level 3 Wavelength Service becomes Unavailable for reasons other than an Excused Outage, Customer will be entitled to a service credit off of the MRC (after application of discounts and other special pricing arrangements, if any) for the affected Xxxxx 0 Xxxxxxxxxx Xxxxxxx based on the cumulative Unavailability for the affected Level 3 Wavelength Service in a given calendar month as set forth in the following table: For On-Net Unprotected Service Cumulative Unavailability (in hrs:mins:secs) Service Level Credit 00:00:01 – 4:00:00 No Credit 4:00:01 – 6:00:00 10% of the MRC 6:00:01 – 10:00:00 25% of the MRC 10:00:01 or greater 50% of the MRC For On-Net Protected Service Cumulative Unavailability (in hrs:mins:secs) Service Level Credit 00:00:01 - 00:05:00 No Credit 00:05:01 – 01:00:00 10% of the MRC 01:00:01 – 6:00:00 25% of the MRC 6:00:01 or greater 50% of the MRC For E2E Protected Service Cumulative Unavailability (in hrs:mins:secs) Service Level Credit 00:00:01 to 3:30:00 No Credit 03:30:01 – 6:00:00 10% of the MRC 6:00:01 – 12:00:00 25% of the MRC 12:00:01 or greater 50% of the MRC For E2E Unprotected Service Cumulative Unavailability (in hrs:mins:secs) Service Level Credit 00:00:01 to 8:00:00 No Credit 8:00:01 – 10:00:00 10% of the MRC 10:00:01 – 16:00:00 25% of the MRC 16:00:01 or greater 50% of the MRC
Availability Service Level. The Service Level Trigger for the Service Level related to UIQ Availability is the confirmation that ComEd can access and log into the Production UIQ environment pursuant to Task 3.1.2.3.d.
Availability Service Level. Unless a different Services availability level is set forth in the Order or the Supplemental Terms, JCI shall use commercially reasonable efforts to make the Services available twenty four
Availability Service Level. The Availability Service Level for (3)FlexSM Service is 99.99% for Single Connected (3)FlexSM Service and 99.999% for Dual Connected (3)FlexSM Service. The (3)FlexSM Service is considered unavailable if port(s) and/or virtual circuit(s) are unable to send or receive traffic. In the event that any component of the (3)FlexSM Service becomes unavailable for reasons other than an Excused Outage, Customer will be entitled to a service credit off of the monthly recurring port charge for the affected port and any monthly usage charges solely attributable to the affected virtual circuit based on the cumulative unavailability of the affected component of the (3)FlexSM Service in a given calendar month as set forth in the following tables (but Customer will not be entitled to a service credit associated with the Delay Service Level, Packet Delivery Service Level or Jitter Service Level for the affected port and virtual circuit to the extent any such failure arises out of or is related to the unavailability event): For Single Connected (3)FlexSM Service: Cumulative Unavailability (in hrs:mins:secs) Service Level Credit 0:05:01- 00:45:00 5% 00:45:01- 04:00:00 10% 04:00:01 - 08:00:00 20% 08:00:01 - 12:00:00 30% 12:00:01 - 16:00:00 40% 16:00:01 - 24:00:00 50% 24:00:01 or greater 100% For Dual Connected (3)FlexSM Service*: Cumulative Unavailability (in hrs:mins:secs) Service Level Credit 00:00:01 - 00:45:00 5% 00:45:01- 04:00:00 10% 04:00:01 - 08:00:00 20% 08:00:01 - 12:00:00 30% 12:00:01 - 16:00:00 40% 16:00:01 - 24:00:00 50% 24:00:01 or greater 100%
Availability Service Level. If Customer’s production instances of the Subscription Service are not Available (as defined below) ninety-nine and eight-tenths percent (99.8%) of the time or more in any calendar month (“SLA”), then Customer’s exclusive remedy for failure of the Subscription Service to meet the SLA is for Customer either: (1) to request that the affected Subscription Term be extended for the number of minutes the Subscription Service was not Available in the month in excess of the SLA; or (2) to request that ServiceNow issue a service credit to Customer for the dollar value of the number of minutes the Subscription Service was not Available in the month in excess of the SLA (determined at t he deemed per minute rate ServiceNow or ServiceNow’s authorized reseller charged to Customer for Customer’s use of the affected Subscription Service), which Customer may request ServiceNow or ServiceNow’s authorized reseller, as applicable, to apply to the next invoice for subscription fees. “
Availability Service Level. In the event that any (3)LinkSM Global Wavelength Service becomes unavailable for reasons other than an Excused Outage, Customer will be entitled to a service credit off of the MRC for the affected (3)LinkSM Global Wavelength Service based on the cumulative Unavailability (as defined below) for the affected (3)LinkSM Global Wavelength Service in a given calendar month as set forth in the following table: Cumulative Unavailability Service Level Credit (in hrs:mins:secs) 0:00:01 - 24:00:00 *** 24:00:01 - 30:00:00 *** 30:00:01 - 36:00:00 *** 36:00:01 - 42:00:00 *** 42:00:01 or greater *** *** Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. For purposes of this Section 6(B), “Unavailable” or “Unavailability” means the duration of a break in transmission measured from the first of ten (10) consecutive severely erred seconds (“SESs”) on the affected (3)LinkSM Global Wavelength Service until the first of ten (10) consecutive non-SESs. An SES is a second with a bit error ratio of greater than or equal to 1 in 1000.
Availability Service Level. (1) The Availability Service Level for (3)CrossRoadsSM Service is 100%. The (3)CrossRoadsSM Service is considered unavailable if a port is unable to send or receive traffic. In the event that the (3)CrossRoadsSM Service becomes unavailable for reasons other than an Excused Outage, Customer will be entitled to a service credit off of the MRC for the affected (3)CrossRoadsSM Service based on the cumulative unavailability of the affected (3)CrossRoadsSM Service in a given calendar month as set forth in the following table: Cumulative Unavailability Service Level Credit (in hrs:mins:secs) 00:00:01 - 00:05:00 *** 00:05:01- 00:45:00 *** 00:45:01- 04:00:00 *** 04:00:01 - 08:00:00 *** 08:00:01 -12:00:00 *** 12:00:01 -16:00:00 *** 16:00:01 - 24:00:00 *** 24:00:01 or greater ***
