Service Category Application Software Maintenance Services Sample Clauses

Service Category Application Software Maintenance Services. Objective To measure the percentage of time during a reporting period that the Distributed Critical Applications are available to Users. Definition A Distributed Critical Application is any application identified as being both a Critical Application as well as a recipient of Distributed Systems Services. METHOD Data Capture Contractor system logs and the designated Problem Tracking System. Measurement Interval Daily. RESPONSIBILITY Reporting Period Monthly. Hours of Support 24 x 7 x 365 SERVICE LEVEL Service Level Distributed Critical Applications are available 99.99% of the time. SERVICE LEVEL CREDITS Failure to Achieve Service Level In each case of a failure to achieve this Service Level, WMATA shall be entitled to recover a Service Level Credit in accordance with the Contract. TIME TO MEET SERVICE LEVEL Time to Meet Service Level Upon Activation of NEPP System.