{"component": "clause", "props": {"groups": [{"samples": [{"hash": "g2aUunsg77X", "uri": "/contracts/g2aUunsg77X#service-level-commitment", "label": "Subscription Agreement", "score": 34.5334587097, "published": true}, {"hash": "3hpIh7Me6hr", "uri": "/contracts/3hpIh7Me6hr#service-level-commitment", "label": "Subscription Agreement", "score": 27.4380569458, "published": true}, {"hash": "bENZ2PjKqXP", "uri": "/contracts/bENZ2PjKqXP#service-level-commitment", "label": "Subscription Agreement", "score": 26.8986988068, "published": true}], "size": 5, "snippet": "JCurve warrants that during the Term that JCurve will meet the service level specified in the \u201cService Level Commitment\u201d listed on the NetSuite website located at \u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/\u2587\u2587\u2587, which is hereby incorporated by reference. In the event that JCurve fails to achieve the applicable service level in any quarter, Customer will be entitled, as its sole and exclusive remedy, to receive from JCurve a credit in accordance with the terms set forth in the Service Level Commitment; provided however, that all credit requests must be submitted to JCurve at \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587.\u2587\u2587. Customer agrees that NetSuite\u2019s system logs and other records shall be used for calculating any service level events.", "snippet_links": [{"key": "during-the-term", "type": "clause", "offset": [21, 36]}, {"key": "the-service", "type": "clause", "offset": [59, 70]}, {"key": "incorporated-by-reference", "type": "clause", "offset": [201, 226]}, {"key": "in-the-event", "type": "clause", "offset": [228, 240]}, {"key": "applicable-service", "type": "definition", "offset": [274, 292]}, {"key": "customer-will", "type": "clause", "offset": [315, 328]}, {"key": "sole-and-exclusive-remedy", "type": "clause", "offset": [349, 374]}, {"key": "to-receive", "type": "definition", "offset": [376, 386]}, {"key": "a-credit", "type": "definition", "offset": [399, 407]}, {"key": "in-accordance-with", "type": "clause", "offset": [408, 426]}, {"key": "the-terms", "type": "definition", "offset": [427, 436]}, {"key": "provided-however", "type": "clause", "offset": [480, 496]}, {"key": "credit-requests", "type": "clause", "offset": [507, 522]}, {"key": "customer-agrees-that", "type": "clause", "offset": [578, 598]}, {"key": "system-logs", "type": "clause", "offset": [610, 621]}, {"key": "other-records", "type": "definition", "offset": [626, 639]}, {"key": "any-service", "type": "clause", "offset": [670, 681]}], "hash": "2deaa8e815c9a4046e8eb222e45061d3", "id": 6}, {"samples": [{"hash": "eG5hC9iiRct", "uri": "/contracts/eG5hC9iiRct#service-level-commitment", "label": "Cloud Services Agreement", "score": 21.3039016724, "published": true}, {"hash": "8gWIJBBZJdJ", "uri": "/contracts/8gWIJBBZJdJ#service-level-commitment", "label": "Cloud Services Agreement", "score": 21.3039016724, "published": true}, {"hash": "3vQsaD03KTx", "uri": "/contracts/3vQsaD03KTx#service-level-commitment", "label": "Ibm Cloud Services Agreement", "score": 21.3039016724, "published": true}], "size": 18, "snippet": "IBM provides the following service level commitment (\u201cSLA\u201d) for the Cloud Service, after IBM makes the Cloud Service available to you.", "snippet_links": [{"key": "the-cloud-service", "type": "clause", "offset": [64, 81]}, {"key": "available-to", "type": "definition", "offset": [117, 129]}], "hash": "0cbad03eeaffa4ba074d96204b50e254", "id": 1}, {"samples": [{"hash": "aeXwzNuBYtB", "uri": "/contracts/aeXwzNuBYtB#service-level-commitment", "label": "Information Technology Services Agreement", "score": 25.2997951508, "published": true}, {"hash": "9mWvR2ZWpBd", "uri": "/contracts/9mWvR2ZWpBd#service-level-commitment", "label": "Information Technology Services Agreement", "score": 25.2888431549, "published": true}, {"hash": "gIdPgrnhEAa", "uri": "/contracts/gIdPgrnhEAa#service-level-commitment", "label": "Information Technology Services Agreement", "score": 24.9295005798, "published": true}], "size": 5, "snippet": "Availability of the Services (including uptime of the Data Repository and Licensed Software) provided to HCO will be substantially similar to the availability provided to clinics owned or managed by Intermountain Healthcare, subject to the availability and proper functioning of HCO Resources and access to the Internet (or other network or telecommunications means). Both scheduled and unscheduled downtime should be expected. Advance notice of scheduled downtime will be provided to HCO. In the event of unscheduled downtime, the restoration priority for HCO will be substantially similar to the restoration priority given to clinics owned or managed by Intermountain Healthcare. Intermountain Healthcare's critical care facilities may receive higher priority. HCO agrees to pay SELECTHEALTH (on a time and materials basis at SELECTHEALTH\u2019s then-current standard fees) for correcting problems that are caused by HCO Resources. Because all computer systems occasionally fail or malfunction, HCO is responsible for maintaining the ability to continue HCO\u2019s normal business operations in the event of downtime.", "snippet_links": [{"key": "availability-of-the-services", "type": "clause", "offset": [0, 28]}, {"key": "data-repository", "type": "definition", "offset": [54, 69]}, {"key": "licensed-software", "type": "definition", "offset": [74, 91]}, {"key": "similar-to", "type": "definition", "offset": [131, 141]}, {"key": "subject-to-the", "type": "definition", "offset": [225, 239]}, {"key": "access-to-the-internet", "type": "definition", "offset": [297, 319]}, {"key": "other-network", "type": "definition", "offset": [324, 337]}, {"key": "unscheduled-downtime", "type": "definition", "offset": [387, 407]}, {"key": "advance-notice-of", "type": "clause", "offset": [428, 445]}, {"key": "in-the-event-of", "type": "clause", "offset": [490, 505]}, {"key": "critical-care", "type": "clause", "offset": [709, 722]}, {"key": "to-pay", "type": "clause", "offset": [774, 780]}, {"key": "time-and-materials-basis", "type": "clause", "offset": [800, 824]}, {"key": "standard-fees", "type": "definition", "offset": [856, 869]}, {"key": "caused-by", "type": "clause", "offset": [904, 913]}, {"key": "computer-systems", "type": "clause", "offset": [941, 957]}, {"key": "responsible-for", "type": "clause", "offset": [999, 1014]}, {"key": "ability-to", "type": "clause", "offset": [1031, 1041]}, {"key": "normal-business-operations", "type": "definition", "offset": [1057, 1083]}], "hash": "7686948520eef2bff4c45b4588700f12", "id": 5}, {"samples": [{"hash": "gUgifRpyuc3", "uri": "/contracts/gUgifRpyuc3#service-level-commitment", "label": "Hosted Service Terms", "score": 35.4444007874, "published": true}, {"hash": "iCWK2gAApSO", "uri": "/contracts/iCWK2gAApSO#service-level-commitment", "label": "License and Support Agreement", "score": 35.1368713379, "published": true}, {"hash": "4yMG4Hc0nkF", "uri": "/contracts/4yMG4Hc0nkF#service-level-commitment", "label": "Hosted Service Terms", "score": 35.0716896057, "published": true}], "size": 6, "snippet": "The Graylog Cloud Services will be available 100% of the time, as measured by Graylog over each calendar quarter of the Subscription Term, and subject to the exclusions set forth. A Graylog Cloud Service is considered available if the Customer is able to login to its Graylog Cloud Service account and initiate a search using Graylog Software.", "snippet_links": [{"key": "cloud-services", "type": "clause", "offset": [12, 26]}, {"key": "calendar-quarter", "type": "clause", "offset": [96, 112]}, {"key": "subscription-term", "type": "clause", "offset": [120, 137]}, {"key": "subject-to-the", "type": "definition", "offset": [143, 157]}, {"key": "if-the-customer", "type": "clause", "offset": [228, 243]}, {"key": "service-account", "type": "clause", "offset": [282, 297]}], "hash": "7ec63480aeaccd7be8c0c0864680e0e1", "id": 3}, {"samples": [{"hash": "d8FU2RxZDzD", "uri": "/contracts/d8FU2RxZDzD#service-level-commitment", "label": "Foundation Agreement", "score": 30.2935180664, "published": true}, {"hash": "afbFN3tHhQT", "uri": "/contracts/afbFN3tHhQT#service-level-commitment", "label": "Foundation Agreement", "score": 30.124250412, "published": true}, {"hash": "cyeeAuYcwHv", "uri": "/contracts/cyeeAuYcwHv#service-level-commitment", "label": "Foundation Agreement", "score": 29.9705085754, "published": true}], "size": 7, "snippet": "12.1 The Service Level Availability is measured against reports that CA runs on a regular basis based on objective criteria. Reports are available to Customer upon request. If Customer cannot access SaaS during the Subscription Term, Customer should contact CA to receive SaaS Support.\n12.2 If it is determined by Customer and confirmed by CA that SaaS is unavailable beyond the default threshold identified in the applicable SaaS Listing measured on a monthly basis during three contiguous months, then Customer has the right to elect any of the remedies specified therein.\n12.3 The following events shall be excluded from the calculation of Service Level Availability: (i) Force Majeure Event; (ii) outages due to Scheduled Downtime; (iii) outages based on Customer networks or domain name server issues; (iv) Customer\u2019s configuration, scripting, coding drafted by Customer without CA\u2019s authorization or knowledge; (v) internet outages; (vi) outages requested by Customer;", "snippet_links": [{"key": "service-level-availability", "type": "definition", "offset": [9, 35]}, {"key": "on-a-regular-basis", "type": "definition", "offset": [77, 95]}, {"key": "based-on", "type": "definition", "offset": [96, 104]}, {"key": "objective-criteria", "type": "definition", "offset": [105, 123]}, {"key": "to-customer", "type": "clause", "offset": [147, 158]}, {"key": "upon-request", "type": "clause", "offset": [159, 171]}, {"key": "subscription-term", "type": "clause", "offset": [215, 232]}, {"key": "to-receive", "type": "definition", "offset": [261, 271]}, {"key": "saas-support", "type": "clause", "offset": [272, 284]}, {"key": "default-threshold", "type": "definition", "offset": [379, 396]}, {"key": "the-applicable", "type": "clause", "offset": [411, 425]}, {"key": "saas-listing", "type": "definition", "offset": [426, 438]}, {"key": "monthly-basis", "type": "clause", "offset": [453, 466]}, {"key": "right-to", "type": "definition", "offset": [521, 529]}, {"key": "calculation-of-service-level", "type": "clause", "offset": [628, 656]}, {"key": "force-majeure-event", "type": "clause", "offset": [675, 694]}, {"key": "scheduled-downtime", "type": "definition", "offset": [716, 734]}, {"key": "customer-networks", "type": "clause", "offset": [759, 776]}, {"key": "domain-name-server", "type": "definition", "offset": [780, 798]}, {"key": "drafted-by", "type": "clause", "offset": [856, 866]}, {"key": "requested-by-customer", "type": "clause", "offset": [952, 973]}], "hash": "4124f402f329c8a92e586377d6f66e3d", "id": 2}, {"samples": [{"hash": "bZjcrfIFhXi", "uri": "/contracts/bZjcrfIFhXi#service-level-commitment", "label": "Service Level Agreement", "score": 32.2693557739, "published": true}, {"hash": "dfmFeQfApze", "uri": "/contracts/dfmFeQfApze#service-level-commitment", "label": "Service Level Agreement", "score": 32.2405052185, "published": true}, {"hash": "4FhsU9mlKaK", "uri": "/contracts/4FhsU9mlKaK#service-level-commitment", "label": "Service Level Agreement", "score": 32.2307212584, "published": true}], "size": 6, "snippet": "For Eligible Cloud Products (as listed in the table in Appendix A) Atlassian must provide the following monthly uptime percentage to Customer (the \u201cService Level Commitment\u201d):", "snippet_links": [{"key": "cloud-products", "type": "clause", "offset": [13, 27]}, {"key": "appendix-a", "type": "clause", "offset": [55, 65]}, {"key": "provide-the", "type": "clause", "offset": [82, 93]}, {"key": "monthly-uptime-percentage", "type": "definition", "offset": [104, 129]}, {"key": "to-customer", "type": "clause", "offset": [130, 141]}], "hash": "75de541110853a504415560784a37f63", "id": 4}, {"samples": [{"hash": "eqAODSi6QR7", "uri": "/contracts/eqAODSi6QR7#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 29.5388660431, "published": true}, {"hash": "2pJnpndtgGj", "uri": "/contracts/2pJnpndtgGj#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 29.4774742126, "published": true}, {"hash": "88ahyhKkoFy", "uri": "/contracts/88ahyhKkoFy#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 24.270362854, "published": true}], "size": 5, "snippet": "\u25cf The Jitter SLC is maximum delay variance between Verizon PIP PE devices is less than 5 ms. \u25cf Customers must open a Trouble Ticket when a Jitter issue first surfaces. Verizon will work with the customer to confirm jitter performance, repair problems and ensure customer\u2019s applications are functioning. \u25cf Customers can measure Jitter prior to opening a Trouble Ticket. Verizon may elect to use the customer\u2019s measurements as a benchmark for the repair actions. \u25cf Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC, Verizon has a period of thirty (30) calendar days from such confirmation to address the non- compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC. \u25cf If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below. \u25cf The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network. \u25cf For service issues that occur between pair Ports of the Private IP Network, including SCI, that result in two Customer connections impacted by each Service Issue, the MRC for Service Issue Service Level Standard credit purposes will be defined as the average of the MRCs for each of the two impacted Customer Connections.", "snippet_links": [{"key": "will-work", "type": "clause", "offset": [176, 185]}, {"key": "the-customer", "type": "definition", "offset": [191, 203]}, {"key": "prior-to", "type": "clause", "offset": [334, 342]}, {"key": "opening-a-trouble-ticket", "type": "clause", "offset": [343, 367]}, {"key": "the-repair", "type": "definition", "offset": [441, 451]}, {"key": "global-network", "type": "definition", "offset": [516, 530]}, {"key": "comply-with", "type": "clause", "offset": [540, 551]}, {"key": "period-of", "type": "clause", "offset": [576, 585]}, {"key": "calendar-days", "type": "clause", "offset": [598, 611]}, {"key": "compliance-with-the", "type": "clause", "offset": [655, 674]}, {"key": "the-applicable", "type": "clause", "offset": [689, 703]}, {"key": "payment-of-service-credits", "type": "clause", "offset": [757, 783]}, {"key": "failure-to-meet", "type": "clause", "offset": [788, 803]}, {"key": "expiry-of", "type": "clause", "offset": [886, 895]}, {"key": "day-period", "type": "definition", "offset": [913, 923]}, {"key": "customer-shall", "type": "clause", "offset": [925, 939]}, {"key": "for-service", "type": "clause", "offset": [948, 959]}, {"key": "as-specified", "type": "clause", "offset": [968, 980]}, {"key": "the-service", "type": "clause", "offset": [990, 1001]}, {"key": "a-percentage", "type": "definition", "offset": [1031, 1043]}, {"key": "service-issues", "type": "clause", "offset": [1172, 1186]}, {"key": "ip-network", "type": "definition", "offset": [1232, 1242]}, {"key": "standard-credit", "type": "definition", "offset": [1371, 1386]}], "hash": "6aa6b7fc50dd6dee1238a1cf46fa2384", "id": 7}, {"samples": [{"hash": "aLo6GhFsnxe", "uri": "/contracts/aLo6GhFsnxe#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 23.1974010468, "published": true}, {"hash": "gMNfAcc1C7s", "uri": "/contracts/gMNfAcc1C7s#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 23.0958251953, "published": true}], "size": 5, "snippet": "\uf0b7 PE PTD is the provider edge PE-to-PE monthly average round trip transit delay in milliseconds between respective Provider Edge device pairs on the Verizon PIP Network. \uf0b7 The PE PTD SLC is applicable for the following traffic priority classes: \uf0a7 Standard PIP Service \uf0a7 Enhanced Traffic Management (\u201cETM\u201d) option \uf0a7 PE PTD SLC performance measurements for international and US locations are stated in the PIP PTD Matrix located in the Verizon Secure Guide portal at: \u2587\u2587\u2587\u2587://\u2587\u2587\u2587.\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587/us/publications/service_guide/secure/cp_pip_sla_intro_SG.htm \uf0a7 Add 120ms to Packet Transit Delay SLC when MVIC is utilized in the PIP Network", "snippet_links": [{"key": "the-provider", "type": "definition", "offset": [12, 24]}, {"key": "monthly-average", "type": "definition", "offset": [39, 54]}, {"key": "round-trip", "type": "clause", "offset": [55, 65]}, {"key": "transit-delay", "type": "clause", "offset": [66, 79]}, {"key": "edge-device", "type": "definition", "offset": [124, 135]}, {"key": "traffic-management", "type": "clause", "offset": [279, 297]}, {"key": "performance-measurements", "type": "definition", "offset": [326, 350]}, {"key": "located-in", "type": "definition", "offset": [419, 429]}], "hash": "7508862c46c07adeb93736522901b07e", "id": 8}, {"samples": [{"hash": "2pJnpndtgGj", "uri": "/contracts/2pJnpndtgGj#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 29.4774742126, "published": true}, {"hash": "88ahyhKkoFy", "uri": "/contracts/88ahyhKkoFy#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 24.270362854, "published": true}], "size": 5, "snippet": "\u25cf Verizon will open a Priority 1 Trouble Ticket for Customer within fifteen (15) minutes for any Managed Interface Fault greater than five (5) minutes. \u25cf For at least eighty percent (80%) of such Trouble Tickets in any month, Verizon will notify Customer within thirty (30) minutes of the creation of the Trouble Ticket. \u25cf Verizon will supply Customer with the Trouble Ticket number and an initial status based on preliminary troubleshooting conducted following the Managed Interface Fault. \u25cf A Service Credit for PON is payable in relation to Priority 1 Faults only. The Service Credit will be calculated based on the total MRC for all Managed Global Network services experiencing Priority 1 Managed Interface Faults during the billing month for which the SLC has been violated.", "snippet_links": [{"key": "priority-1", "type": "definition", "offset": [22, 32]}, {"key": "for-customer", "type": "clause", "offset": [48, 60]}, {"key": "trouble-tickets", "type": "clause", "offset": [196, 211]}, {"key": "within-thirty", "type": "clause", "offset": [255, 268]}, {"key": "creation-of-the", "type": "clause", "offset": [289, 304]}, {"key": "ticket-number", "type": "definition", "offset": [369, 382]}, {"key": "based-on", "type": "definition", "offset": [405, 413]}, {"key": "following-the", "type": "definition", "offset": [452, 465]}, {"key": "service-credit", "type": "clause", "offset": [495, 509]}, {"key": "in-relation-to", "type": "clause", "offset": [529, 543]}, {"key": "the-service", "type": "clause", "offset": [568, 579]}, {"key": "the-total", "type": "clause", "offset": [615, 624]}, {"key": "network-services", "type": "definition", "offset": [652, 668]}, {"key": "billing-month", "type": "definition", "offset": [729, 742]}], "hash": "13fc799db95545e7bbb119e134a1d13d", "id": 9}, {"samples": [{"hash": "2pJnpndtgGj", "uri": "/contracts/2pJnpndtgGj#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 29.4774742126, "published": true}, {"hash": "88ahyhKkoFy", "uri": "/contracts/88ahyhKkoFy#service-level-commitment", "label": "Managed Global Network Service Level Agreement", "score": 24.270362854, "published": true}], "size": 5, "snippet": "\u25cf The Service Level Commitment for PDR is 99.995% for the EF class of service, 99.99% for the AF class of service and 99.5% for the BE or Default class. \u25cf Customers must open a Priority 2 Trouble Ticket for Service Degradation when a PDR issue first surfaces. Verizon will work with Customer to confirm the network transit times, repair problems and ensure customer\u2019s applications are functioning. \u25cf Customers can measure PDR prior to opening a Trouble Ticket. Verizon may elect to use Customer\u2019s measurements as a benchmark for the repair actions. \u25cf Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC for PDR, Verizon has a period of thirty (30) calendar days from such confirmation to address the non-compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC. \u25cf If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below. \u25cf The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network. \u25cf For service issues that occur between pair Ports of the Private IP Network, including SCI, that result in two Customer connections impacted by each Service Issue, the MRC for Service Issue Service Level Standard credit purposes will be defined as the average of the MRCs for each of the two impacted Customer connections.", "snippet_links": [{"key": "the-service", "type": "clause", "offset": [2, 13]}, {"key": "class-of-service", "type": "clause", "offset": [61, 77]}, {"key": "af-class", "type": "definition", "offset": [94, 102]}, {"key": "priority-2", "type": "clause", "offset": [177, 187]}, {"key": "service-degradation", "type": "definition", "offset": [207, 226]}, {"key": "will-work", "type": "clause", "offset": [268, 277]}, {"key": "the-network", "type": "clause", "offset": [303, 314]}, {"key": "transit-times", "type": "definition", "offset": [315, 328]}, {"key": "prior-to", "type": "clause", "offset": [426, 434]}, {"key": "opening-a-trouble-ticket", "type": "clause", "offset": [435, 459]}, {"key": "the-repair", "type": "definition", "offset": [529, 539]}, {"key": "global-network", "type": "definition", "offset": [604, 618]}, {"key": "comply-with", "type": "clause", "offset": [628, 639]}, {"key": "period-of", "type": "clause", "offset": [672, 681]}, {"key": "calendar-days", "type": "clause", "offset": [694, 707]}, {"key": "the-non", "type": "clause", "offset": [742, 749]}, {"key": "compliance-with-the", "type": "clause", "offset": [750, 769]}, {"key": "the-applicable", "type": "clause", "offset": [784, 798]}, {"key": "payment-of-service-credits", "type": "clause", "offset": [852, 878]}, {"key": "failure-to-meet", "type": "clause", "offset": [883, 898]}, {"key": "expiry-of", "type": "clause", "offset": [981, 990]}, {"key": "day-period", "type": "definition", "offset": [1008, 1018]}, {"key": "customer-shall", "type": "clause", "offset": [1020, 1034]}, {"key": "as-specified", "type": "clause", "offset": [1063, 1075]}, {"key": "a-percentage", "type": "definition", "offset": [1126, 1138]}, {"key": "service-issues", "type": "clause", "offset": [1267, 1281]}, {"key": "ip-network", "type": "definition", "offset": [1327, 1337]}, {"key": "standard-credit", "type": "definition", "offset": [1466, 1481]}], "hash": "c9ab8b9d45f583781954749291abdcbb", "id": 10}], "next_curs": "CmESW2oVc35sYXdpbnNpZGVyY29udHJhY3Rzcj0LEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IiFzZXJ2aWNlLWxldmVsLWNvbW1pdG1lbnQjMDAwMDAwMGEMogECZW4YACAA", "clause": {"size": 218, "parents": [["miscellaneous", "MISCELLANEOUS"], ["services", "Services"], ["service-levels", "Service Levels"], ["general-terms", "General Terms"], ["entire-agreement", "Entire Agreement"]], "title": "Service Level Commitment", "children": [["availability-credits", "Availability Credits"], ["service-levels", "Service Levels"], ["exclusions", "Exclusions"], ["", ""], ["service-interruption", "Service Interruption"]], "id": "service-level-commitment", "related": [["service-level-credits", "Service Level Credits", "Service Level Credits"], ["service-level-agreement", "Service Level Agreement", "Service Level Agreement"], ["time-commitment", "Time Commitment", "Time Commitment"], ["service-level-expectations", "Service Level Expectations", "Service Level Expectations"], ["service-level", "Service Level", "Service Level"]], "related_snippets": [], "updated": "2025-07-24T06:48:53+00:00", "also_ask": ["What are the most negotiable elements in a Service Level Commitment?", "Which performance metrics are essential to include for enforceability?", "What remedies or penalties should be specified for service failures?", "How do Service Level Commitments differ across jurisdictions or industries?", "What are the most common pitfalls that render these clauses unenforceable in court?"], "drafting_tip": "Specify measurable performance standards to ensure accountability, define remedies for breaches to incentivize compliance, and set reporting requirements to facilitate monitoring.", "explanation": "A Service Level Commitment clause defines the minimum standards of performance or quality that a service provider agrees to maintain while delivering services. Typically, this clause outlines specific metrics such as uptime percentages, response times, or resolution times for support requests, and may include remedies or credits if these standards are not met. Its core practical function is to set clear expectations for service delivery, providing assurance to the client and a basis for accountability if performance falls short."}, "json": true, "cursor": ""}}