Server Uptime Clause Samples

Server Uptime. Consignor monitors Server Uptime by submitting regular requests on the Consignor Cloud Platform to check whether the service is alive. The Uptime is calculated as the percent of successful requests from the total number of requests made. Planned maintenance is excluded in calculating Server Uptime. Guaranteed Server Response Time: Measured as processing time from start to end at Consignor servers, excluding any third-party services Successfully meeting these metrics is contingent on full compliance by the Customer with Consignor’s system requirements, which are available in Consignor Help Center. Guaranteed First Response Time: The time elapsed from a customer enquiry is registered received in Consignor’s customer service system until the Customer receives a first reply from a Consignor representative by phone or email. Target Resolution Time: The time elapsed from an Incident is registered received in Consignor’s customer service system until the Customer is notified that the Incident is solved. Customer Update Frequency: The time elapsed between each time the Customer is notified by a Consignor representative of the status of a reported Incident until the Incident is solved. Measurement starts from the Incident is first registered in Consignor’s customer service system. For all Customer Service metrics, measurement is calculated as a percentage of all solved enquiries from the Customer that meet the performance target, divided by all solved enquiries received from the Customer over a given period. The SLA measurement period is provided in Table 1.