Performance SLAs Clause Samples
A Performance SLA (Service Level Agreement) clause defines the specific performance standards and metrics that a service provider must meet during the term of an agreement. Typically, this clause outlines measurable criteria such as uptime percentages, response times, or resolution times for support issues, and may include remedies or penalties if these standards are not achieved. Its core practical function is to ensure accountability and consistent service quality by clearly setting expectations and consequences, thereby reducing ambiguity and disputes over service performance.
Performance SLAs. “Performance SLAs” refer to the amount of time Service is degraded due to a Service Incident or Problem. “Impact” is the duration of minutes that Service is adversely impacted due to a Service degradation. Impact begins when Service degradation is reported to LightEdge by the Customer and ends when Service Incident or Service Problem is resolved.
Performance SLAs. 7.2.1 Average page loading time for Home page & pages containing multimedia for all applications (including FCP and LCP) Maximum 2 seconds To be calculated as the daily average of three measures in a day, at 11:30 Hrs, 15:00 Hrs and 18:00 Hrs. SLA to be calculated as a percentage for each quarter, based on the >=97% 0 <97% and >=94% 0.05 <94% and >=92% 0.1
Performance SLAs. 6.1 The following service levels will apply to the HCC Solution within the HCC data center environment:
A. HCC Solution provided via the Avaya 87XX system, as it impacts Customer agent productivity, shall be available 99.999% of the time excluding scheduled maintenance.
B. HCC Solution provided via the Avaya blade server, as it impacts Sprint Customer agent productivity, shall be available 99.99% of the time excluding scheduled maintenance.
C. For purposes of this section, Customer agent productivity is impacted if the agent is unable to access applicable real-time media channels as a result of the failure of items within the control and responsibility of Sprint or its agents
6.2 HCC Solution availability shall be calculated based upon the number of HCC seats, which is the greater of voice call center base seats or outbound agent seats. The formula to calculate availability will be as follows: (# of Hosted Contact Center seats billed in a given month) x (# of minutes in a month)) – (sum total of all events in a month where, for each event (# of seats unavailable during each event) x (# of minutes those seats are unavailable for that event)) divided by (# of Hosted Contact Center seats billed in a given month) x (number of minutes in a month). Transport availability is subject to standard network SLAs. For instance:
6.3 SLA exclusions: The following will not apply to the SLA set forth above if they contributed in whole or in part to the failure of the HCC Solution.
A. Outages caused by customer acts or failure to act B. Outages caused by Sprint Services responsible for delivering the HCC Solution (e.g. transport services), which will subject to their own separate standard network SLAs.
Performance SLAs. See clauses 2.5.1.1 to 2.5.1.3 for commencement of SLA performance times. 1 Major service outage on SPIRE core network or service providers distribution connection. 1 Hour 6 Hours 90% 2 Degraded service or partial loss of service including increased latency and circuit unavailability 2 Hours 8 Hours 90% 3 Incident or request for system administration support where a failure workaround is in place 8 Hours 2 Working Days 90%