Critical Service Levels. SERVER This Section sets forth qualitative descriptions of the Critical Service Levels for the Server Service Component. The numerical Minimum Service Levels, Expected Service Levels and commencement of obligations associated with such Critical Service Levels are set forth in Attachment 3-A.
Critical Service Levels. (i) As of the Effective Date, the Critical Service Levels are designated by the letter “Y” appearing in the corresponding “Critical Service Level” column in Exhibit B-1.
Critical Service Levels. The Service Levels identified in Table 1 below are Critical Service Levels. On ninety (90) days written notice to *** once a calendar quarter, *** the Critical Service Levels listed in Table 1.
Critical Service Levels. A. SYSTEMS AVAILABILITY 1. Percentage of time the customer facing IBM systems are available, measured by dividing the time the systems are available during scheduled uptime periods by total scheduled uptime. Separate metrics to be measured for IVR, ACD, Voice Mail, Web Server, and E-Mail.]
Critical Service Levels. <Define Critical Service levels, SLA outcome and operating mechanics of the SLAs, as applicable> NIELSEN & TCS CONFIDENTIAL INFORMATION
Critical Service Levels. In the event of a Critical Service Level Default in any given month, Supplier shall issue CoreLogic a Service Level Credit in accordance with Section 5.2. Supplier’s required level of performance associated with each Critical Service Level is set forth in Schedule A-3.1.
Critical Service Levels. (a) The initial Critical Service Levels are identified in Annex B-2 (Service Level Metrics and Weightings). Subject to Section 5.3 (Savings Clause) of the Agreement, failure to satisfy a Critical Service Level shall result in IBM granting to Solectron a Service Level Credit in accordance with Section 3.3 (Service Level Credits.)
Critical Service Levels. PRINT-MAIL This Section sets forth qualitative descriptions of the Critical Service Levels for the Print-Mail Service Component. The numerical Minimum Service Levels, Expected Service Levels and commencement of obligations associated with such Critical Service Levels are set forth in Attachment 3-A.
Critical Service Levels. A. If, during the term of this Agreement, Vendor fails to perform at the “standard performance” level for (i) any **** (****) Critical Service Level Standards in any calendar month or (ii) any Critical Service Level Standard for **** (****) consecutive Calendar Months, or for a total of **** (****) Calendar Months in any **** (****) consecutive twelve (12) Calendar Month period, then for (i) that **** month or for (ii) the **** (****) consecutive or **** (****) aggregate Calendar Month of such same failed performance will be considered a “Standard Performance Failed Month”. For each Standard Performance Failed Month, Vendor will rebate Customer **** percent (**** %) of the Processing Fees related to such Service for such Standard Performance Failed Month. Vendor will continue to rebate Customer **** percent (**** %) of the Processing Fees related to such Service for each subsequent Calendar Month in which Vendor fails to perform at the standard performance level for the Critical Service Level Standards which Vendor failed to perform and that resulted in the initial rebate (including the failure of any **** Critical Service Level Standards). This rebate will continue each Calendar Month that Vendor so fails until such time as **** (****) Calendar Months have passed without the occurrence of a Standard Performance Failed Month for each of the Critical Service Level Standards which Vendor failed to perform and that resulted in the rebate. All rebates will be paid via ACH credit to Customer within **** (****) days of the Standard Performance Failed Month.
Critical Service Levels. SERVER 7 A.1 Servers – Platinum Tier Availability 7 A.2 Servers – Gold Tier Availability – Consolidated 9 A.3 Servers – Silver Tier Availability – Consolidated 10 A.4 Servers – Bronze Tier Availability – Consolidated 12 A.5 Servers – Gold Tier Availability – Non-Consolidated 14 A.6 Servers – Silver Tier Availability – Non-Consolidated 16 A.7 Servers – Bronze Tier Availability – Non-Consolidated 18 A.8 Federal Application Availability 21 A.9 Servers – Semi-Managed Availability 23 A.10 Resolution Time – Sev 1 and 2– Server 25 A.11 Resolution Time – Sev 3 and 4 – Server 27 A.12 Service Request Fulfillment – Server 29 A.13 Solution Proposal Delivery – Server 31 A.14 Solution Implementation – Server 32 A.15 CMDB Reconciliation – Server 34 A.16 License and Maintenance Renewal Timeliness – Server 36 A.17 Invoice Dispute Resolution – Server 38 A.18 Successful Backups – Consolidated – Server 40 A.19 Successful Backups – Non-Consolidated – Server 41 A.20 Successful Recoveries – Server 43
