Managed Service Availability Sample Clauses

Managed Service Availability. 3.1. The Managed Service will be Available for Production Environments at all times during Working Hours save for the following circumstances which shall constitute “Permitted Downtime”: • Planned Maintenance: windows of unavailability for regular scheduled maintenance or other periods of planned unavailability. (It may be possible to agree scheduling); • Unplanned Major Incidents outside of Working Hours; • During the running of any additional back-ups as detailed in section 7 below; • During activation of Disaster Recovery Service • Factors outside of Sequel’s reasonable control, including but not limited to any force majeure event, external factors, internet access or related problems or unavailability, suspension or termination of the hosting service or issues with third party service including but not limited to Xchanging or SDC; • Time spent by Sequel waiting for information as identified in section 4.3 below; • Resulting from any actions or inactions of Client or any Client third party or from Client’s equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Sequel’s direct control); or • Arising from suspension by Sequel for cause. 3.2. Non Production Environments have no target Availability outside of Working Hours. Non-Production Environments will be Available for 150 hours per calendar month. Client can request higher levels of Availability at additional cost. 3.3. Availability and performance may be reduced outside Working Hours while overnight batch processing or other background tasks are running. 3.4. The Managed Service will perform consistently within any planned usage and growth patterns as agreed between the Parties. In the event that performance variations become unacceptable to Client, any such deviations will be discussed at Service Management meetings for remediation and resolution by Sequel. Performance variations caused by Client altering usage patterns, volumes, or performance variations caused by factors beyond Sequel’s control will be evidenced by Sequel to Client. In this scenario, any remediation works or detailed investigations could be subject to additional charges for Client. 3.5. All aspects of the Managed Service are supported during Working Hours. Outside of Working Hours the Service will operate a Platform Support Service only which does not investigate functional Application issues or perform service requests.