Service Availability Guarantee definition

Service Availability Guarantee. Process: At your request, we will calculate your "Internet Unavailability" in a calendar month. "Internet Unavailability" consists of the number of minutes that your dedicated server is not accessible from the Internet, and includes unavailability associated with any maintenance at the ISL network segment to which your dedicated server is connected other than Scheduled Maintenance. Outages will be counted as Internet Unavailability only if you open a fault ticket with ISL customer support within five days of the outage. Internet unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) your applications (b) your acts or omissions, or any use or user of the service authorised by you or (c) reasons of Force Majeure or other circumstances beyond our reasonable control (as defined in our General Terms and Conditions of Supply).

AI-Powered Contracts

Draft, Review & Redline at the Speed of AI

Service Availability Guarantee. The Maximum Service Level Attributes shall be as follows for Severity Level 1: >= 99.95% uptime No Credit < 98.0% 10% of MRC

Service Availability Guarantee. The Maximum Service Level Attributes shall be as follows:

Examples of Service Availability Guarantee in a sentence

Maintenance periods are excluded from the Service Availability Guarantee.
For the avoidance of any doubt, the Customer shall not be entitled to claim Service Credits in respect of both a failure to comply with a Service Availability Guarantee metric and Guaranteed Time To Restore metric in respect of the same incident.
A 15 day “shakedown” period after initial installation of a fiber client is not covered by the Service Availability Guarantee to allow time for proper service adjustments and troubleshooting.
Datatank commits to provide 99.5% service availability for the Opus Service during each month of the service ("Service Availability Guarantee").
UDomain's Service Availability Guarantee is to have the UDomain’s Network connectivity provided to collocation customers, whose connections are via a dedicated Ethernet network port, available 99.99% of the time.
Production systems are defined as those residing at ▇▇▇▇▇://▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇/login If in any month the Service Availability Guarantee is not achieved by Workbooks and the Customer was negatively impacted by the unavailability, Workbooks shall provide as the sole and exclusive remedy, a service credit equal to one month’s usage of the Workbooks CRM Service.
If in any month the Service Availability Guarantee is not achieved by Datatank and the Customer was negatively impacted by the unavailability, Datatank shall provide as the sole and exclusive remedy, a service credit equal to one month’s usage of the CONNECT Fraud Hub.
Datatank commits to provide 99.5% service availability for the CONNECT Fraud Hub during each month of the service ("Service Availability Guarantee").
Workbooks commit to provide 99.5% service availability for the Workbooks CRM Service during each month of the service ("Service Availability Guarantee").
The Customer shall be entitled to claim a Service Credit (subject to paragraph 7.1) determined in accordance with Table 2 below where REACH fails to meet the Service Availability Guarantee (Service Availability Rebate) because the Global Internet Access Service fails to select alternate paths automatically in the event of a single component failure (Service Outage).

More Definitions of Service Availability Guarantee

Service Availability Guarantee. The Maximum Service Level Attributes shall be as follows: SLA Adherence (%) SLA Attribute SLA Indicators Description > 99.5% Incident response time (Mean Time To Respond) Severity 1 - 15 min Severity 2 - 30 min Severity 3 - 120 min Response Time Incident / Problem resolution (Mean Time To Resolve) Severity 1 – 2 hours Severity 2 – 8 hours Severity 3 – 16 hours Resolution Time XcellHost's Data Centre Network (DCN) service offerings for hosting customers includes Internet Connectivity, Routing or WAN Edge layer, and Application Network Acceleration Services layer. This Data Centre Network service is applicable only to Service Order Forms for Data Centre- Managed Services which have been subscribed by Customer and accepted by XcellHost in accordance with, and subject to the Terms and Conditions for delivery of services. 1 "Data Centre Network (DCN) Services": DCN services collectively includes Virtualized Network elements for the WAN edge, and the Application Network Acceleration layer. The service is offered on XcellHost’s carrier grade routing, UTM and Acceleration platform with both managed as well virtualized option.

Service Availability Guarantee. The Availability Guarantee for Data Centre Security Services is as follows: Service Parameter SLA Attribute SLA Indicators Guarantee XCELLHOST Portal Availability Guarantee XCELLHOST Web portal availability 24x7 24x7 on the web Data Centre Security Services Security Incident Response Time Severity 1 15 minutes Severity 2 30 minutes Severity 3 120 Minutes Proactive System Monitoring 24x7 Real time – 24x7 Policy Change Request Acknowledgement 24x7 Within 2 hours of request receipt Policy Change Request Implementation Severity 1 Severity 2 / 3 Within 8 hours of receipt Within 24 hours of receipt Fortknox Elements ESR (Executive Service Report) Monthly Every Month Operating System Hardening One time First time and as and when new system is added Vulnerability Assessment Monthly Every Month as defined Port Scanning Weekly Once in every 7 days or as specified in schedule Patch Management Monthly Once in a month and as and when patches are applied IDS / IPS Monitoring 24x7 Real time – 24x7 Configuration checks Fortnight Every 15 days Conduit review Monthly Penetration Testing Quarterly Once in every 3 months as per customer consent at additional cost. (a) For Data Centre Security Service: Response Time and Resolution Time (b) Dedicated Security Appliances / Components Response / Resolution Time 24x7 As specified in matrix above Note: I. The Security Contact(s) of customers on Severity Level 1 will be notified within fifteen (15) minutes. II. XcellHost will contact the customer’s Security Contact(s) by a method elected by XcellHost (telephone, email, or electronic response via the XCELLHOST Portal).