SaaS Service Level Agreement Sample Clauses

SaaS Service Level Agreement. SaaS Solutions shall have an uptime of not less than 99.9% (resulting in a Downtime of more than 43 minutes and 49 seconds) per month ("SLA"). AvePoint must receive sufficiently detailed excessive Downtime claims no later than the end of the calendar month following the month in which the alleged Downtime occurred. Should the Parties determine that AvePoint has not met the uptime requirement following AvePoint’s investigation, Customer shall be entitled, as an exclusive remedy, to a Service Credit not to exceed in any particular month, fifteen (15%) of the monthly fees. Notwithstanding the foregoing, if the Parties determine that the SaaS Solution(s) had an uptime of less than ninety-nine percent (99.0%) (resulting in a Downtime of more than 7 hours and 18 minutes) in a specific month, Customer shall be entitled, as an exclusive remedy, to a Service Credit of twenty percent (20%) of the fees applicable for that specific month. If Customer purchased a SaaS Solution from a Partner, the Service Credit will be based on the estimated retail price for the applicable SaaS Solution, as determined by AvePoint in its sole but reasonable discretion. Service Credits shall be credited to Customer within thirty (30) days of the excessive Downtime determination.
Sample 1Sample 2Sample 3See All (9)
AutoNDA by SimpleDocs
SaaS Service Level Agreement. SaaS Solu- tions shall have an uptime of not less than 99.9% (re- sulting in a Downtime of more than 43 minutes and 49 seconds) per month ("SLA"). AvePoint must re- ceive sufficiently detailed excessive Downtime claims no later than the end of the calendar month fol- lowing the month in which the alleged Downtime oc- curred. Should the Parties determine that AvePoint has not met the uptime requirement following AvePoint’s investigation, Customer shall be entitled, as an exclu- sive remedy, to a Service Credit not to exceed in any particular month, fifteen (15%) of the monthly fees. Notwithstanding the foregoing, if the Parties deter- mine that the SaaS Solution(s) had an uptime of less than ninety-nine percent (99.0%) (resulting in a Down- time of more than 7 hours and 18 minutes) in a specific month, Customer shall be entitled, as an exclusive rem- edy, to a Service Credit of twenty percent (20%) of the fees applicable for that specific month. If Cus- tomer purchased a SaaS Solution from a Partner, the Service Credit will be based on the estimated retail price for the applicable SaaS Solution, as determined by AvePoint in its sole but reasonable discretion. Ser- vice Credits shall be credited to Customer within thirty (30) days of the excessive Downtime determination.
Sample 1
SaaS Service Level Agreement. In Xxxxx & Xxxxxxx Cybersecurity product portfolio, the Software as a Service (SaaS) cloud WAF provides strong commitments to meet your business needs. The WAF-as-a-Service (WaaS) R&S®Cloud Protector solution guarantee the following Service Level Agreements: ► Platform availability: 99.95% ► Availability of the administration platform: 99% 3 Customer/Partner roles and responsibilities
Sample 1

Related to SaaS Service Level Agreement

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • REMOTE ACCESS SERVICES ADDENDUM The Custodian and each Fund agree to be bound by the terms of the Remote Access Services Addendum hereto.

  • Network Services Local Access Services In lieu of any other rates and discounts, Customer will pay fixed monthly recurring local loop charges ranging from $1,200 to $2,000 for TDM-based DS-3 Network Services Local Access Services at 2 CLLI codes mutually agreed upon by Customer and Company.

  • Service Terms Each Service Order will provide for a service term. At the end of the service term of any Service Order, unless either party gives written notice to the other party of its intention not to renew at least ninety (90) days before the end of a service term, the term of such Service Order will automatically renew for successive twelve (12) month periods. Termination of one Service Order will not affect the term of any other Service Order.

  • Detailed Description of Services / Statement of Work Describe fully the services that Contractor will provide, or add and attach Exhibit B to this Agreement.

Time is Money Join Law Insider Premium to draft better contracts faster.