Service Level Agreements. If a Service or a Plan includes a Service Level Agreement (‘SLA’):
(a) we are liable for any remedy or rebate allowed to you under the SLA; and
(b) subject to clauses 34 to 38, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.
Service Level Agreements. 7.2.1 The Facility Manager agrees and acknowledges that the works and services in relation to the SFM Project are to be performed in strict compliance with the requirements of the SFM Agreement, including specifically the requirements of Schedule 2 (Scope of SFM Project) and Schedule 3 (Station Service Level Standards). In the event of the failure of the Facility Manager to duly perform the said works and services in accordance with the aforesaid requirements, the Facility Manager agrees and acknowledges that it shall be required to pay the corresponding extent of liquidated damages as specified in respect thereto in terms of the Schedules, which amounts, shall be deemed to not be by way of penalty, and shall represent a genuine pre- estimate of the loss and damage occurring to Authority, on account of the relevant non-compliance and/ or failure of the Facility Manager. Provided however that, on or prior to the SFMA Appointed Date, the Facility Manager shall provide a report to Authority setting out the specific provisions of Schedule 2 (Scope of SFM Project) and Schedule 3 (Station Service Level Standards) that it would not be able to comply with, and request for a waiver or relaxation thereto. Authority may, but shall not be obliged to, grant such a waiver or relaxation to the Facility Manager. It is clarified that:
(i) Such waiver or relaxation granted by Authority shall only apply for such time period as may be prescribed by Authority, and upon the expiry of such time period, the obligation of the Facility Manager to comply with the requirements of Schedule 2 (Scope of SFM Project) and Schedule 3 (Station Service Level Standards) shall stand reinstated in its entirety;
(ii) Any such waiver or relaxation shall not extend to any period beyond the Completion Date; and
(iii) Any such waiver or relaxation, may not be permissible where the same results in the overall service level standards and performance levels at the Station Area, falling below standards and performance levels ordinarily available at similarly sized stations of the Indian Railways/ any railway administration thereof.
7.2.2 The Facility Manager shall, provide to Authority, a monthly report, within 5 days of the expiry of each month, or at such intervals as specified in the SCSFMA, setting out the extent of its compliance with the aforesaid service level standards, and the rectificatory action undertaken by the Facility Manager in this regard. Such monthly report shall be generated through ...
Service Level Agreements. During the Subscription Term, Siemens will comply with the applicable service level agreements for Cloud Services as set forth in any applicable Supplemental Terms.
Service Level Agreements. Google will provide the Products and Services in accordance with the applicable Service Level Agreement (“SLA”), if any, set forth at the following URLs (or such other URL as Google may provide):
i. Google App Engine: xxxxx://xxxxx.xxxxxx.x om/appengine/sla
ii. Google Cloud SQL: xxxxx://xxxxx.xxxxxx.xxx/sql/sla
iii. Google Cloud Storage: xxxxx://xxxxx.xxxxxx.xxx/storage/sla
iv. Google Prediction API & Big Query: xxxxx://xxxxx.xxxxxx.xxx/bigquery/sla
v. Google Compute Engine: xxxxx://xxxxx.xxxxxx.xxx/compute/sla
vi. VPN: xxxxx://xxxxx.xxxxxx.xxx/vpn/sla
vii. Google Cloud DNS: xxxxx://xxxxx.xxxxxx.xxx/dns/sla
viii. Google Cloud Datastore: xxxxx://xxxxx.xxxxxx.xxx/datastore/sla To any extent that Google or its licensors or suppliers fail to comply with the applicable SLAs, Customer will only be eligible to receive those remedies set forth in the SLA for the applicable Product and Service and Customer must request such remedies directly from Google.
Service Level Agreements. To the extent that CSP provides quality and performance standards in connection with its provision of any Cloud Services purchased hereunder, as set forth in the applicable Documentation or CSP Specific Addendum, CSP shall be fully responsible for delivery of the Cloud Services in accordance with the terms of such SLAs, including payment of any penalties or return credits in the event of disruption or outages. Unless otherwise agreed by the Parties in writing, Distributor shall not offer any SLAs in connection with the provision of Cloud Services hereunder.
Service Level Agreements. Seller shall provide Purchaser with a service level agreement(s) that meets, at a minimum, generally accepted industry standards for the applicable Products and Services Seller provides to Purchaser under any supplemental agreement and/or purchase order. Applicable services level agreements negotiated and/or agreed to by the Purchaser and Seller shall be incorporated in the supplemental agreement and/or purchase order.
Service Level Agreements. (Voice Services)
Service Level Agreements. 3.10.1 All Service Level Agreements shall meet thefollowing requirements:
3.10.1.1 Two (2) hour response time (acknowledgement) to all written or oral notices of a service requirement due to an equipment stoppage or malfunction.
3.10.1.2 A factory trained service technician, shall be on site before close business or within 4 hours at the start of the next business day.
3.10.1.3 Any Purchasing Entities that require a 24hr/7 days per week maintenance agreement will be negotiated during the PA process.
3.10.1.4 All parts that require maintenance by a service technician are to be included and considered part of the service repair plan. Failed/defective parts shall be replaced at no additional charge to the Participating Entity.
3.10.1.5 Consumable supplies shall be billed separately.
3.10.1.6 If the equipment includes licensed software, the Contractor shall provide software support.
3.10.1.7 Contractor shall maintain a service log for each piece of equipment at each location. Service log shall be available for Participating entity to review.
3.10.1.8 The Contractor shall supply loaner equipment at equal or greater functionality, at no additional charge, for any inoperable equipment exceeding three (3) business days from time of diagnosis. The Contractor may offer, in lieu of loaner equipment, to provide production or alternative services during the period of repair. This shall be mutually agreed upon in writing beforehand.
Service Level Agreements. (Managed Services)
IX.2.3.1 Service Level Agreements (Internet Services - IP) Network Availability Guarantee - 100% The IP Network must be guaranteed to be available and capable of forwarding IP packets 100% of the time, as averaged over a calendar month. The IP network includes the customers access port (the port on the providers aggregation router upon which the customers circuit terminates) and the IP backbone network. The IP backbone network includes owned and controlled routers and circuits (including any transit connections). The Network Availability guarantee does not include the local access circuit (e.g. local loop), Customer Premise Equipment (router or CPE) or Customers Local Area Network (LAN), scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Internet Service Provider (ISP) networks, and force majeure events. X (with exceptions. Please refer to chart on page 3. SLA titled “Global Sprint Dedicated IP Services SLA.”) If the Network Availability guarantee is not met in a calendar month, the customer will receive a credit of 1/30th of the monthly recurring charge (MRC) for that month for each full hour of outage in excess of the 100% guaranteed under this SLA. X Latency Guarantee (65 Milliseconds) Bidders must agree that the Contractors IP backbone network must be guaranteed to have an average round trip packet transit time within the IP backbone network over a calendar month of 65ms or less. The average latency is measured as the average of 15-minute samples across the IP backbone network taken throughout the month. The Latency guarantee will not include the local access circuit (e.g. local loop), CPE or Customers LAN, scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other ISP networks, and force majeure events. X (Varies International) X (North America and Europe) X (Varies International) If the Latency guarantee is not met in a calendar month, the customer will receive a credit of 1/30th of the monthly recurring charge (MRC) for that month for each full 1ms above the 65ms average maximum guaranteed under this SLA. X (The service credit will equal 3 days of the monthly recurring charge for the affected Port, subject to restrictions outlined in the Sprint SLA.) Packet Loss Bidders must agree that the maximum average packet loss will be 1 percent or less during any calendar month. If the Packet Los...
Service Level Agreements. 9.1 For those awarded regions of service, as set forth in the Contract, where the Contractor can offer Security Guard Services to Customers, the Contractor is required to enter into an SLA with each Customer prior to providing any Security Guard Services for the Customer. The Customer shall request at least two (2) quotes where there are multiple Vendors awarded in a region. Prior to the execution of the SLA, the Contractor shall discuss with the Customer the Security Guard Services requested and perform an on-site assessment, if necessary, to determine the most cost- effective methods of Security Guard Services. Customers shall create a SLA using Attachment K – Draft SLA, describing the specific Security Guard Services required by the Customer, as well as any unique requirements, prior to purchasing Security Guard Services from this Contract. Each Customer’s SLA shall be attached to the purchase requisition in MyFloridaMarketPlace (MFMP) or formal contract between the Customer and the Contractor. Customers are permitted to negotiate terms and conditions which supplement those contained in this Contract. Such additional terms shall not conflict with the terms and conditions established by this Contract. Specific terms and conditions within a SLA are only applicable to that SLA and shall not be construed as an amendment to this Contract. The Contractor agrees it will not subcontract any of the Security Guard Services it provides pursuant to this Contract.
9.2 The Contractor shall:
9.2.1 Provide supervision of security guards, as required by the Customer’s SLA.
9.2.2 Ensure that current, applicable security licenses and driver’s licenses or state identification cards are kept on the security guard’s person while he/she is on duty.
9.2.3 Ensure that security guards perform all services in accordance with written instructions provided by the Customer’s SLA.
9.3 At a minimum, each Customer’s SLA may include the following:
a. Term of services, not to exceed the term in the Contract
b. Contact information, including the Contract Manager, primary and secondary emergency call procedures
c. Additions to the Contract SOW (if applicable)
d. Deliverables
e. Performance Measures
f. Customer specific terms and conditions
9.4 All SLA changes, modifications, deletions or additions shall be in writing and must be mutually agreed upon by the Contractor and Customer prior to any such change, modification, deletion or addition taking effect, except as stated in the SLA.
9.5 Up...
