Common use of CLOCK STOP Clause in Contracts

CLOCK STOP. 6.1 For the purpose of considering compliance with the Service Levels and Service Level measures, time, including time during the following periods of time shall not count towards the Service Level and shall be considered time when the relevant Service was available: 6.1.1 where the Supplier is awaiting a response or information from the Buyer, an End User or a third party (including Supplier Parties) in relation to the matter; 6.1.2 where the Supplier is awaiting the Buyer, an End User or a third party (including Supplier Parties) to implement any recommended resolution or complete any required tasks in relation to the matter;‌ 6.1.3 where required for resolution of an Incident the time during which the person who reported the Incident or, in their absence, any person who might reasonably provide information in respect thereof cannot be contacted by the Supplier; 6.1.4 where the Supplier cannot gain access to the relevant site or component(s); 6.1.5 any period of planned or unplanned maintenance (save to the extent any unplanned maintenance is necessary solely as a result of an act or omission of the Supplier);‌ 6.1.6 where the Incident is due to Buyer, End User or third party default (including, but not limited to, Buyer error, e.g. poor configuration); 6.1.7 where the Incident is as a result of the failure of anything beyond the reasonable control of the Supplier, including, but not limited to, systemic power outages, failure of public utility providers etc.; 6.1.8 where section 15 of Part A (Main) of the Supplier Terms, section 5.3 of these General SLA Terms applies or there is an event of Force Majeure; and‌ 6.1.9 time outside of the relevant Supplier helpdesk and support availabilities.

CLOCK STOP. 6.1 For the purpose of considering compliance with the Service Levels and Service Level measures, time, including time during the following periods of time shall not count towards the Service Level and shall be considered time when the relevant Service was available:: poor configuration); 6.1.1 where the Supplier is awaiting a response or information from the Buyer, an End User or a third party (including Supplier Parties) in relation to the matter; 6.1.2 where the Supplier is awaiting the Buyer, an End User or a third party (including Supplier Parties) to implement any recommended resolution or complete any required tasks in relation to the matter;‌matter; 6.1.3 where required for resolution of an Incident the time during which the person who reported the Incident or, in their absence, any person who might reasonably provide information in respect thereof cannot be contacted by the Supplier; 6.1.4 where the Supplier cannot gain access to the relevant site or component(s); 6.1.5 any period of planned or unplanned maintenance (save to the extent any unplanned maintenance is necessary solely as a result of an act or omission of the Supplier);‌Supplier); 6.1.6 where the Incident is due to Buyer, End User or third party default (including, but not limited to, Buyer error, e.g. poor configuration);e.g. 6.1.7 where the Incident is as a result of the failure of anything beyond the reasonable control of the Supplier, including, but not limited to, systemic power outages, failure of public utility providers etc.; 6.1.8 where section 15 of Part A (Main) of the Supplier Terms, section 5.3 of these General SLA Terms applies or there is an event of Force Majeure; and‌and 6.1.9 time outside of the relevant Supplier helpdesk and support availabilities.

CLOCK STOP. 6.1 For the purpose of considering compliance with the Service Levels and Service Level measures, time, including time during the following periods of time shall not count towards the Service Level and shall be considered time when the relevant Service was available: 6.1.1 where the Supplier is awaiting a response or information from the Buyer, an End User or a third party (including Supplier Parties) in relation to the matter; 6.1.2 where the Supplier is awaiting the Buyer, an End User or a third party (including Supplier Parties) to implement any recommended resolution or complete any required tasks in relation to the matter;‌matter; 6.1.3 where required for resolution of an Incident the time during which the person who reported the Incident or, in their absence, any person who might reasonably provide information in respect thereof cannot be contacted by the Supplier; 6.1.4 where the Supplier cannot gain access to the relevant site or component(s); 6.1.5 any period of planned or unplanned maintenance (save to the extent any unplanned maintenance is necessary solely as a result of an act or omission of the Supplier);‌Supplier); 6.1.6 where the Incident is due to Buyer, End User or third party default (including, but not limited to, Buyer error, e.g. poor configuration); 6.1.7 where the Incident is as a result of the failure of anything beyond the reasonable control of the Supplier, including, but not limited to, systemic power outages, failure of public utility providers etc.; 6.1.8 where section 15 of Part A (Main) of the Supplier Terms, section 5.3 of these General SLA Terms applies or there is an event of Force Majeure; and‌and 6.1.9 time outside of the relevant Supplier helpdesk and support availabilities.