Service Performance Commitment Clause Samples

Service Performance Commitment. The Naas component of Workplace as a Service Advanced comes with a Network Service Availability Threshold performance commitment. Where we fail to achieve the Network Service Availability Threshold in any month we will provide you with the applicable credit indicated in the table below. Service Measure Standard Threshold Total Monthly Outage Time = Credit Amount Workplace as Service (NaaS services) Availability 100% 7 days x 24 hours 99.9% ≤ 43 mins = 0% of fixed monthly charge > 43 mins to 15 hrs 6 mins = 20% of fixed monthly charge > 15hrs 6 mins to 29 hrs 30 mins = 40% of fixed monthly charge > 29hrs 30 mins to 43 hrs 54 mins = 60% of fixed monthly charge > 43hrs 54 mins = 80% of fixed monthly charge The Network Service Availability Threshold is the percentage of time in a calendar month that the NaaS service should be available for your use on a per service location basis. The NaaS service is deemed available at a service location if it is being provided through either the primary or the backup access for the service location. We use remote monitoring and other systems to measure the actual availability result at a service location over a month and express the result as a percentage. When we measure and calculate the result we assume each month is thirty (30) days but we include all periods of unavailability over the calendar month except for any period of unavailability that is caused or contributed to by: (a) networks or equipment of another carrier or service provider, (b) you, your network or your other services, (c) an event beyond our reasonable control, or (d) any period of unavailability that occurs when we are performing maintenance activities. We calculate the credit as a percentage of the fixed monthly charge for the NaaS service at the affected service location up to a maximum of 80% of that fixed monthly charge. The payment of the credit is your sole remedy for a failure by us to meet the Network Service Availability Threshold and the failure will not be considered a breach of this agreement by us. Notwithstanding the foregoing, if: (e) in any month the average availability of the NaaS service across all your service locations is less than ninety percent (90%) you may cancel NaaS in its entirety, or (f) we fail to meet the Network Service Availability Threshold for three (3) consecutive months at the same service location you may cancel the NaaS service at that service location without payment of any service cancellation charges provided y...