Service Availability (99.5% Services) Sample Clauses
The Service Availability (99.5% Services) clause defines the minimum uptime percentage that a service provider commits to maintaining for their services, typically set at 99.5% over a specified period, such as a month. In practice, this means that the service may only be unavailable for a limited amount of time—about 3.65 hours per month—excluding scheduled maintenance or events outside the provider's control. This clause ensures a high level of reliability for users and provides a clear benchmark for performance, helping to manage expectations and address potential service disruptions.
Service Availability (99.5% Services). Measure Actual Monthly Performance Performance Credit Service Availability % by Service Item (T) T >= 99.5% No Credit Service Availability % by Service Item (T) 97.5% <= T < 99.5% 4 Days Prorated credit for impacted service items based on monthly charge for the month in which the outage occurred. Service Availability % by Service Item (T) 95.0% <= T < 97.5% 8 Days Prorated credit for impacted service items based on monthly charge for the month in which the outage occurred. Service Availability % by Service Item (T) T < 95% See NOTE 4 · 8 Days Prorated credit, PLUS · 2 Additional Days Prorated credit for every 2% below 95%. · Total penalty may not exceed 15 days credit for a covered service item in a single month. Service Level Objectives (SLO): Company will make commercially reasonable efforts to achieve the SLOs indicated in the charts appearing below for any service represented by associated Service Order or Change Order: Time to Answer (Phone) 90 Second Average Speed of Answer Response to Email 15 minutes or less Call Abandonment Rate* Less than or equal to 5% Customer Satisfaction 95% Satisfied *Calls <= 10 seconds and calls abandoned before the prompt are excluded Synoptek Service Level Definitions & Targets Service Level Objectives Priority Type AutoTask/ServiceNow Priority Tag First Response (Email Acknowledgement) (SLO Target = 95%) First Activity (Live Acknowledgement) (SLO Target = 95%) MTRS Target (SLO Target = 85%) Communication Updates Explanation P0 Incident - Critical Event (Mjultiple Customer Outage) P0 - Critical 15 mins 15 mins 4 Hrs Every 30 mins Multiple Customer; Critical Infrastructure Event – Service interruption of critical infrastructure, processes, systems, facilities, technologies, networks, assets and services essential to the customer's daily operations where Synoptek is responsible for service availability. Examples include, but not limited to: Cloud managed services, Hosted business applications, Exchange, VOIP, and network services. Incident is worked until service is restored. P1 Incident - Major Event (Single Customer Outage) P1 - Major 15 mins 15 Mins 4 Hrs Every 30 mins Single Customer; Critical Infrastructure Event - Service interruption of critical infrastructure, processes, systems, facilities, technologies, networks, assets and services essential to the customer's daily operations where Synoptek is responsible for service availability. Examples include, but not limited to: Cloud managed services, Hosted business appl...