Service Level Exceptions. In addition to Scheduled Downtime, the Contractor shall not be responsible for a failure to meet any SLR to the extent that such failure is directly caused by any of the following: • Service outages and missed SLRs due to system components owned or controlled by AOC or a Clerk’s Office. • Service outages and missed SLRs due to system components owned or controlled by third-party contractors and other than subcontractors engaged by Contractor. The Contractor will conduct a Root Cause Analysis to determine reasons for outages. • Willful misconduct or violations of law by AOC or third-party contractors, other than subcontractors engaged by Contractor. • Service or resource reductions requested or approved by AOC and agreed to by the parties through a Change Request; provided that, as part of such process, the Contractor has previously notified AOC in writing that the implementation of such Change Request would result in such failure to meet the SLR.
Service Level Exceptions. The Service Levels and Service Credits are applicable to your use of the Basic and Standard Event Hubs tiers. The Free Event Hubs tier is not covered by this SLA. Table of Contents / Definitions Service-Bus Service – Notification Hubs Additional Definitions: “Deployment Minutes” is the total number of minutes that a given Notification Hub has been deployed in Microsoft Azure during a billing month.
Service Level Exceptions. This Service Level does not apply to any: (i) On-premises software licensed as part of the Service subscription, or (ii) Internet-based services (excluding Microsoft Cloud App Security) that provide updates via API (application programming interface) to any services licensed as part of the Service subscription. Table of Contents / Definitions Microsoft Power Automate Downtime: Any period of time when users’ flows have no connectivity to Microsoft’s Internet gateway.
Service Level Exceptions. Any requests for exceptions to defined service levels based on exceptional business needs must be made to UAB IT with a minimum 14-day notice for review, approval, and funding, if necessary. Failure to submit a request for a service exception will mean that the service will not be guaranteed beyond the service levels defined by this SLA. REVIEW PROCESS UAB IT and the UAB Community shall review the SLA at a minimum once per fiscal year to determine if any modifications or amendments are needed to reflect ongoing changes in the business environment and service provider’s services. In lieu of a review during any period specified, the current SLA will remain in effect. The business owner is responsible for facilitating periodic reviews of this SLA. Contents of this SLA may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all relevant parties. The document owner will incorporate all subsequent revisions and obtain mutual agreements or approvals as required. SERVICE OVERVIEW SERVICE DEFINITION Tableau is a business intelligence tool that allows faculty and staff to provide insight through analyzing data and creating visualizations. Tableau can be used to analyze data on a computer. Only data classified as Public and Sensitive can be published to Tableau Server. See UAB’s Data Classification Rule for how data is classified. Tableau has simple drag and drop features in both desktop and online functionality that allow organizations to analyze data and discover insights that can be shared with managers and team members. Tableau Software (Desktop or Server) is available for UAB departments that demonstrate a valid business need. SERVICE FEATURES Basic services provide: • Business Intelligence Data connections to Tableau Server from data sources • Transforming data • Visualization of data Services provided are based on the customer’s license. Please see the following list of licenses and a brief summary of the services provided: • Tableau Creator if publishing visualizations to the server or preparing data with direct connections and full data transformation capabilities • Tableau Explorer (can publish) for governed authoring and data exploration capabilities • Tableau Explorer for managing content they have built or have been given permissions to edit. • Tableau Viewer to view and interact with published visualizations and dashboards SERVICE REQUESTS AND TRANSACTIONS Tableau Desktop Software can be obtain...
Service Level Exceptions. The Service Levels and Service Credits are applicable to your use of the Basic, Standard, and Premium tiers of the BizTalk Services. The Developer tier of the Microsoft Azure BizTalk Services is not covered by this SLA.
Service Level Exceptions. The Service Levels and Service Credits are applicable to your use of the Cache Service, which includes the Azure Managed Cache Service or the Standard tier of the Azure Redis Cache Service. The Basic tier of the Azure Redis Cache Service is not covered by this SLA. Table of Contents / Definitions CDN Service Downtime: To assess Downtime, Microsoft will review data from any commercially reasonable independent measurement system used by you. You must select a set of agents from the measurement system’s list of standard agents that are generally available and represent at least five geographically diverse locations in major worldwide metropolitan areas (excluding PR of China). Measurement System tests (frequency of at least one test per hour per agent) will be configured to perform one HTTP GET operation according to the model below: A test file will be placed on your origin (e.g., Azure Storage account). The GET operation will retrieve the file through the CDN Service, by requesting the object from the appropriate Microsoft Azure domain name hostname. The test file will meet the following criteria: The test object will allow caching by including explicit “Cache-control: public” headers, or lack of “Cache-Control: private” header. The test object will be a file at least 50KB in size and no larger than 1MB. Raw data will be trimmed to eliminate any measurements that came from an agent experiencing technical problems during the measurement period. Monthly Uptime Percentage: The percentage of HTTP transactions in which the CDN responds to client requests and delivers the requested content without error. Monthly Uptime Percentage of the CDN Service is calculated as the number of times the object was delivered successfully divided by the total number of requests (after removing erroneous data). Service Credit: Monthly Uptime Percentage Service Credit < 99.9% 10% < 99.5% 25% Table of Contents / Definitions Cloud Services Additional Definitions:
Service Level Exceptions. The Service Levels and Service Credits are applicable to your use of the Standard and Premium Mobile Services tiers. The Free Mobile Services tier is not covered by this SLA. Table of Contents / Definitions Network Watcher Additional Definitions:
Service Level Exceptions. The Service Levels and Service Credits are applicable to your use of the RemoteApp Service. The RemoteApp free trial is not covered by this SLA. Table of Contents / Definitions SAP HANA on Azure Additional Definitions:
Service Level Exceptions. Provide a documented process to manage exceptions to the operation of the Utility Systems, Facility and equipment within the applicable Service Levels. This process shall include at least the following items:
Service Level Exceptions. Virtustream shall not be liable for any failure to meet the Service Levels, to the extent such failure was caused by one or more of the following: Failure of Customer (including any of Customer’s third party service providers) to perform any of its responsibilities under the Agreement or SOW; Any act or omission of Customer (including Customer’s third party service providers), including Customer’s lack of email or telephone availability or delays due to lack of Customer’s response; Customer’s hardware, software, product or equipment; Failure of Customer to secure the proper access rights or maintenance and support services with respect to any component of the Services (e.g., hardware, software, network, maintenance) for which Virtustream does not bear operational responsibility; Scheduled Downtime, emergency maintenance or a Force Majeure event; Customer’s reprioritization of the tasks to be performed by Virtustream where such reprioritization causes Virtustream to miss a Service Level; Viruses; provided that the infected Virtustream-provided Services had virus protection for which the virus protection software updates were up to date; An election by Customer to purchase a base commitment to the Services that is not sufficient to run Customer’s system; Claims of performance degradation not substantiated through Customer provided diagnostic testing results.
