SERVICE TECHNICAL. Either party may request a technical review in the event of the service levels set out below not being achieved in any calendar month. 1a The Looking Local Infrastructure Availability target = 99.5% per annum, excluding Planned Maintenance on the Looking Local Infrastructure and any non-availability due to failure of the network infrastructure. 2a 1b Service and systems reliability outage target = no more than 1 unplanned outage per week, excluding Planned Maintenance on the Looking Local Infrastructure. 2b 1c Average Service response target is, for an agreed sample period1, for the average Service response time to be equal or less than 7 seconds and for 95% of all response requests to be within 30 seconds at Looking Local’s interface with the internet. 2c 1d Zero physical and logical security breaches of Looking Local’s Services and Infrastructure and systems relevant to the Service. Any such breach to be reported in accordance with the Incidence Severity table. 2d 1 The sample period would be typically over the course of an hour during a working day agreed between the Prime Contacts. In this SLA, words and expressions shall, except as otherwise defined herein, have the same meaning assigned to them in the Agreement. For the purposes of this SLA the following additional definitions apply:
Appears in 3 contracts
Sources: Myscan Agreement, Scanstation Agreement, Betteroff Agreement