SLA Percentage definition

SLA Percentage means the percent of time that the applicable SLA was not met during the calendar month. It is calculated as (1-((total minutes in the calendar month minus the total infraction minutes) divided by total minutes in the calendar month)). For example, assuming in the month of July (31 days) there were 300 minutes of missed target (“Yellow”), the SLA Percentage would equal l-((31days*24hours*60minutes)-300)/ (31days*24hours*60minutes)= 1- (99.32%)= .0068. In, for example, the Authorization System Availability test, the threshold for penalty is 99.65%, so penalty calculation takes place only if the SLA percentage falls below the threshold. • Performance Reports. Purchaser will- monitor, measure, and analyze systems performance as it compares to the SLAs. Where warranted, Purchaser will recommend to Sears potential changes to the applications software to enable system performance improvement. Specific traffic monitoring and reporting will occur for the connection between Purchaser and TSYS. Should capacity of that connection rise above 80%, Purchaser will notify Sears and upgrade the connection within a mutually agreeable timeframe. Within 24 hours after any production problem (including any partial outage) relating to the services, Purchaser shall deliver an individual outage report specifying the site(s) and types of transactions affected, time of outage, time to repair such outage, and a root cause analysis, if available. Purchaser shall deliver a monthly outage report describing the service malfunctions during such month, the mean time to repair all such malfunctions, the causes for such malfunctions and a root cause analysis highlighting any malfunction patterns. Purchaser shall be responsible for ensuring that security policies are followed and implemented. Purchaser agrees to promptly report any violations to Sears.
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SLA Percentage means the percent of time that the applicable SLA was not met during the calendar month. It is calculated as (1-((total minutes in the calendar month minus the total infraction minutes) divided by total minutes in the calendar month)). For example, assuming in the month of July (31 days) there were 300 minutes of missed target (“Yellow”), the SLA Percentage would equal 1-((31days*24hours*60minutes)-300)/ (31days*24hours*60minutes)= 1- (99.32%)= .0068. 2 This service standard is not measured today. The parties will work together in good faith following the Effective Date to develop the appropriate definition (including the definition of “system change”), method of computation, historical data and target for such standard. The parties will present their recommendation to the Management Committee in the March 2006 committee meeting. From the Effective Date until the Management Committee approves the Service Standard, Purchaser shall not modify the currently prevailing service standard in a manner that would adversely affect the provision of customer service.
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Examples of SLA Percentage in a sentence

  • If the Uptime SLA Percentage falls below 97% on a rolling three (3) months average (a “Service Level Termination Event”), then Customer may terminate the applicable Order Form upon thirty (30) days’ notice to Espressive provided that such notice is given within sixty (60) days of the Service Level Termination Event.

  • Performance % Incident Resolution within Customer’s SLA MANDATORY FIELD % Incident Resolution within Customer SLA Percentage of reported incidents resolved within the Customer’s Service Level Agreement.

  • As long as applicable Fees are paid as they become due and Customer has not breached the terms of the Agreement, Espressive warrants to Customer (the “SLA Warranty”) that the Uptime SLA Percentage, as calculated below, for the Espressive Solution will be not less than 99.9% (the “SLA Target”).

  • Performance % Incident Response within Customer’s SLA MANDATORY FIELD % Incident Response within Customer SLA Percentage of reported incidents responded to within the Customer’s Service Level Agreement.