Availability SLAs and Goals Clause Samples
The "Availability SLAs and Goals" clause defines the required levels of uptime and accessibility that a service provider must maintain for their services. Typically, this clause specifies measurable targets, such as a percentage of time the service must be operational (e.g., 99.9% uptime per month), and may outline procedures for monitoring, reporting, and addressing downtime. Its core function is to set clear expectations for service reliability, providing customers with assurance of consistent service performance and recourse if these standards are not met.
Availability SLAs and Goals. “Availability” SLAs apply only when service is completely unavailable due to any sort of issue. After Customer opens a ticket on Service issue LightEdge Technical Support will classify the issue. If LightEdge Technical Support determines that Customer service is 100% unavailable the issue will be categorized as a “Service Availability” issue and all SLA remedies applicable to Service Availability will apply. Any SLA remedies not specifically defined as “Service Availability” SLAs will not apply to same “Service Availability” issue.