{"component": "clause", "props": {"groups": [{"size": 26, "samples": [{"hash": "fUWKG9FdSMd", "uri": "/contracts/fUWKG9FdSMd#uptime", "label": "Master Subscription Agreement (Msa)", "score": 33.304561615, "published": true}, {"hash": "kbzYB9Kqj4y", "uri": "/contracts/kbzYB9Kqj4y#uptime", "label": "Master Subscription Agreement (Msa)", "score": 33.2627830505, "published": true}, {"hash": "ceLX5FZyvJ8", "uri": "/contracts/ceLX5FZyvJ8#uptime", "label": "Master Subscription Agreement (Msa)", "score": 33.1387138367, "published": true}], "snippet_links": [{"key": "booking-service", "type": "definition", "offset": [33, 48]}, {"key": "caused-by", "type": "clause", "offset": [87, 96]}, {"key": "scheduled-maintenance", "type": "definition", "offset": [97, 118]}, {"key": "emergency-maintenance", "type": "clause", "offset": [120, 141]}, {"key": "force-majeure-event", "type": "definition", "offset": [145, 164]}, {"key": "calendar-month", "type": "definition", "offset": [195, 209]}, {"key": "first-day", "type": "definition", "offset": [211, 220]}, {"key": "last-day", "type": "definition", "offset": [224, 232]}, {"key": "the-service", "type": "definition", "offset": [257, 268]}, {"key": "service-credits", "type": "clause", "offset": [308, 323]}, {"key": "to-the-extent", "type": "clause", "offset": [344, 357]}, {"key": "service-level-failure", "type": "definition", "offset": [367, 388]}, {"key": "penetration-test", "type": "clause", "offset": [409, 425]}, {"key": "by-customer", "type": "clause", "offset": [436, 447]}, {"key": "approval-of", "type": "clause", "offset": [474, 485]}, {"key": "failure-to-comply-with", "type": "clause", "offset": [516, 538]}, {"key": "specific-instructions", "type": "definition", "offset": [539, 560]}, {"key": "of-the-customer", "type": "clause", "offset": [602, 617]}, {"key": "customer-responsibility", "type": "definition", "offset": [637, 660]}, {"key": "statement-of-work", "type": "definition", "offset": [689, 706]}, {"key": "order-form", "type": "definition", "offset": [708, 718]}, {"key": "master-subscription-agreement", "type": "definition", "offset": [726, 755]}, {"key": "adhere-to", "type": "clause", "offset": [786, 795]}, {"key": "guidelines-for", "type": "clause", "offset": [833, 847]}], "snippet": "bookinglab shall ensure that the Booking Service will be available, excluding Downtime caused by Scheduled Maintenance, Emergency Maintenance or Force Majeure event, 99.5% of the time in any one calendar month (first day to last day) (the \u201cService Level\u201d). 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Downtime will begin at the time Customer places a service call to Ricoh. Customer agrees to make the Equipment available to Ricoh for scheduled preventative and interim maintenance. Customer further agrees to give Ricoh advance notice of any critical and specific uptime needs Customer may have so that Ricoh can schedule with Customer interim and preventative maintenance in advance of such needs.", "hash": "482960b0aad1f539af447d71aeb34e1d", "id": 2}, {"size": 5, "samples": [{"hash": "1IVE61YzKOb", "uri": "/contracts/1IVE61YzKOb#uptime", "label": "Terms of Service", "score": 31.7369709015, "published": true}, {"hash": "3saYWTSn4EW", "uri": "/contracts/3saYWTSn4EW#uptime", "label": "Terms of Service", "score": 31.6630630493, "published": true}, {"hash": "kzC0mmp93bC", "uri": "/contracts/kzC0mmp93bC#uptime", "label": "Terms of Service", "score": 31.660326004, "published": true}], "snippet_links": [{"key": "to-customer", "type": "clause", "offset": [8, 19]}, {"key": "payment-of-the", "type": "clause", "offset": [22, 36]}, {"key": "use-commercially-reasonable-efforts", "type": "clause", "offset": [71, 106]}, {"key": "the-service", "type": "definition", "offset": [115, 126]}, {"key": "available-to", "type": "definition", "offset": [127, 139]}, {"key": "according-to", "type": "definition", "offset": [149, 161]}, {"key": "service-level-agreement", "type": "definition", "offset": [173, 196]}], "snippet": "Subject to Customer\u2019s payment of the corresponding fees, Temporal will use commercially reasonable efforts to make the Service available to Customer according to the uptime Service Level Agreement (the \u201cSLA\u201d) attached here as Exhibit A.", "hash": "ba3effbdc2372a04fa6e0505174310ed", "id": 5}, {"size": 5, "samples": [{"hash": "icQr4S5UnBE", "uri": "/contracts/icQr4S5UnBE#uptime", "label": "Contact Center as a Service Agreement", "score": 24.7345294952, "published": true}, {"hash": "6OeUlCGglua", "uri": "/contracts/6OeUlCGglua#uptime", "label": "Service Level Agreement", "score": 23.0136890411, "published": true}, {"hash": "a6TLT2tljHH", "uri": "/contracts/a6TLT2tljHH#uptime", "label": "Contact Center as a Service Agreement", "score": 20.9069137573, "published": true}], "snippet_links": [{"key": "per-month", "type": "clause", "offset": [38, 47]}, {"key": "components-of-service", "type": "definition", "offset": [52, 73]}, {"key": "contact-center", "type": "clause", "offset": [108, 122]}, {"key": "end-user", "type": "definition", "offset": [208, 216]}, {"key": "pursuant-to-the-agreement", "type": "clause", "offset": [247, 272]}, {"key": "long-distance", "type": "definition", "offset": [284, 297]}, {"key": "local-loops", "type": "clause", "offset": [302, 313]}, {"key": "listed-below", "type": "clause", "offset": [323, 335]}, {"key": "section-22", "type": "clause", "offset": [339, 350]}, {"key": "customer-may", "type": "clause", "offset": [436, 448]}, {"key": "a-credit", "type": "definition", "offset": [457, 465]}, {"key": "associated-with", "type": "definition", "offset": [484, 499]}, {"key": "trouble-ticket", "type": "definition", "offset": [502, 516]}, {"key": "submitted-by", "type": "definition", "offset": [517, 529]}, {"key": "to-customer", "type": "clause", "offset": [656, 667]}], "snippet": "Verizon will deliver 99.99% of Uptime per month for Components of Service, which are those specific Virtual Contact Center features required for contact delivery included in and used by a Customer end-user (\u201cEnd User\u201d) with Virtual Contact Center pursuant to the Agreement, excluding Long Distance and local loops, and are listed below in Section 2.2. If Verizon exceeds five (5) minutes (99.99% uptime) of Downtime in any given month, Customer may request a credit for such Downtime associated with a trouble ticket submitted by an End User. 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Uptime will be calculated on a monthly basis assuming conformance with the industry standard of monitoring uptime [***]. Publisher will report the uptime statistics to Microsoft upon request. 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This period is 6:00 AM to 10:00 PM, local time (i.e. Maine local time for Maine or Hawaii local time for Hawaii), Monday-Friday, excluding holidays. 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