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.
Appears in 2 contracts
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 SLA percentages are calculated as: ((Total Minutes in Contract Month – Total Impacted Minutes in Contract Month) / Total Minutes in Contract Month) x 100.
Appears in 2 contracts
