{"component": "definition", "props": {"groups": [{"snippet": "means, with respect to any particular calendar month, the ratio obtained by subtracting Unscheduled Downtime during such month from the Total Monthly Time, and thereafter dividing the difference so obtained by the Total Monthly Time. Represented algebraically, System Availability for any particular calendar month is determined as follows:", "snippet_links": [{"key": "with-respect-to", "type": "clause", "offset": [7, 22]}, {"key": "calendar-month", "type": "clause", "offset": [38, 52]}, {"key": "unscheduled-downtime", "type": "definition", "offset": [88, 108]}, {"key": "total-monthly-time", "type": "definition", "offset": [136, 154]}], "samples": [{"hash": "f7KNAl4NwMr", "uri": "/contracts/f7KNAl4NwMr#system-availability", "label": "Service Level Agreement", "score": 32.0052337646, "published": true}, {"hash": "he27DhYEnta", "uri": "/contracts/he27DhYEnta#system-availability", "label": "General Terms and Conditions", "score": 31.8262882233, "published": true}, {"hash": "bD2mKmhMAih", "uri": "/contracts/bD2mKmhMAih#system-availability", "label": "Enterprise Service Level Agreement", "score": 31.7348594666, "published": true}], "size": 29, "hash": "9ab6e36d81ee6da9488806d2d35d30ac", "id": 1}, {"snippet": "for each System is calculated as follows:", "snippet_links": [], "samples": [{"hash": "83Ie2xQFVry", "uri": "/contracts/83Ie2xQFVry#system-availability", "label": "Service Level Agreement", "score": 31.6812076569, "published": true}, {"hash": "l0KP17jnpRJ", "uri": "/contracts/l0KP17jnpRJ#system-availability", "label": "Service Level Agreement", "score": 31.5744514465, "published": true}, {"hash": "gypIOslcTuh", "uri": "/contracts/gypIOslcTuh#system-availability", "label": "Service Level Agreement", "score": 31.5744514465, "published": true}], "size": 27, "hash": "83c241a325fc26cb0c1e143d825e5159", "id": 2}, {"snippet": "means the average percentage of total time during which the production version of the Service is available to Customer during a calendar month, excluding (i) any maintenance windows (including any maintenance windows defined in a supplement to this Agreement); (ii) delays due to conditions beyond the reasonable control of SAP; (iii) delays caused by systems outside of the Service, including, but not limited to, Customer\u2019s network, equipment and systems; (iv) micro outages (meaning an inaccessibility that lasts less than fifteen (15) minutes, provided that there are no more than three (3) micro outages within a calendar month); and (v) inaccessibility due to Customer\u2019s requests or where Customer approved the same in advance.", "snippet_links": [{"key": "average-percentage", "type": "definition", "offset": [10, 28]}, {"key": "total-time", "type": "definition", "offset": [32, 42]}, {"key": "production-version", "type": "clause", "offset": [60, 78]}, {"key": "the-service", "type": "definition", "offset": [82, 93]}, {"key": "to-customer", "type": "clause", "offset": [107, 118]}, {"key": "calendar-month", "type": "clause", "offset": [128, 142]}, {"key": "maintenance-windows", "type": "clause", "offset": [162, 181]}, {"key": "to-this-agreement", "type": "clause", "offset": [241, 258]}, {"key": "control-of", "type": "definition", "offset": [313, 323]}, {"key": "caused-by", "type": "clause", "offset": [342, 351]}, {"key": "not-limited", "type": "clause", "offset": [399, 410]}, {"key": "equipment-and-systems", "type": "definition", "offset": [435, 456]}, {"key": "provided-that", "type": "clause", "offset": [548, 561]}, {"key": "in-advance", "type": "clause", "offset": [722, 732]}], "samples": [{"hash": "iMQNsbeYXPh", "uri": "/contracts/iMQNsbeYXPh#system-availability", "label": "Sap Cloud Services Agreement", "score": 30.2396316528, "published": true}, {"hash": "9WAI1i4ZyyU", "uri": "/contracts/9WAI1i4ZyyU#system-availability", "label": "Software License and Support Agreement", "score": 21.5758628845, "published": true}, {"hash": "7GtzsKNkQ1o", "uri": "https://static.carahsoft.com/concrete/files/1016/2024/5160/2_Non-GSA_Federal_GTCs.pdf", "label": "static.carahsoft.com", "score": 13.5881433487, "published": false}], "size": 23, "hash": "2159c4d7e22f2a68518891442a48d65d", "id": 3}, {"snippet": "SLA\u201d means a 99.7% System Availability Percentage during each Month for the production version of the Cloud Service.", "snippet_links": [{"key": "system-availability-percentage", "type": "definition", "offset": [19, 49]}, {"key": "production-version", "type": "clause", "offset": [76, 94]}, {"key": "the-cloud-service", "type": "clause", "offset": [98, 115]}], "samples": [{"hash": "4UewhPzLHeh", "uri": "/contracts/4UewhPzLHeh#system-availability", "label": "Order Form", "score": 33.3373146057, "published": true}, {"hash": "6nKnzL0Ur27", "uri": "/contracts/6nKnzL0Ur27#system-availability", "label": "General Terms and Conditions for Cloud Services", "score": 33.0319442749, "published": true}, {"hash": "7Z9CaDZQoAE", "uri": "/contracts/7Z9CaDZQoAE#system-availability", "label": "Cloud Services Agreement", "score": 33.0294418335, "published": true}], "size": 23, "hash": "dfe45b2bf4be4bac8ea351f3f223febb", "id": 4}, {"snippet": "means the number of minutes in a year that the key components of the SaaS Services are operational as a percentage of the total number of minutes in such year, excluding downtime resulting from", "snippet_links": [{"key": "a-year", "type": "definition", "offset": [31, 37]}, {"key": "key-components", "type": "definition", "offset": [47, 61]}, {"key": "saas-services", "type": "clause", "offset": [69, 82]}, {"key": "a-percentage", "type": "definition", "offset": [102, 114]}, {"key": "total-number-of", "type": "definition", "offset": [122, 137]}, {"key": "resulting-from", "type": "definition", "offset": [179, 193]}], "samples": [{"hash": "2kGs5TxAp4V", "uri": "/contracts/2kGs5TxAp4V#system-availability", "label": "Software as a Service Agreement", "score": 34.5472335815, "published": true}, {"hash": "28XQ2YwVnzJ", "uri": "/contracts/28XQ2YwVnzJ#system-availability", "label": "Software as a Service Agreement", "score": 31.1978092194, "published": true}, {"hash": "2vVzepDwCnU", "uri": "/contracts/2vVzepDwCnU#system-availability", "label": "Software as a Service Agreement", "score": 30.536989212, "published": true}], "size": 14, "hash": "0f8d516bb34649b9846911e34058fbda", "id": 5}, {"snippet": "SLA\u201d shall be defined as the minimum System Availability of the Productsup Platform during each calendar month for production versions and calculated in accordance to formula defined under System Availability.", "snippet_links": [{"key": "minimum-system", "type": "definition", "offset": [29, 43]}, {"key": "availability-of", "type": "clause", "offset": [44, 59]}, {"key": "productsup-platform", "type": "definition", "offset": [64, 83]}, {"key": "calendar-month", "type": "clause", "offset": [96, 110]}, {"key": "in-accordance", "type": "definition", "offset": [150, 163]}], "samples": [{"hash": "kzPGiJxDwU8", "uri": "/contracts/kzPGiJxDwU8#system-availability", "label": "Software as a Service Subscription Master Services Agreement", "score": 31.7879657745, "published": true}, {"hash": "7D6AjYEv13J", "uri": "/contracts/7D6AjYEv13J#system-availability", "label": 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(or its service providers); or (v) delays caused by systems outside of the Service, including, but not limited to, Customer\u2019s network.", "snippet_links": [{"key": "average-percentage", "type": "definition", "offset": [10, 28]}, {"key": "total-time", "type": "definition", "offset": [32, 42]}, {"key": "the-service", "type": "definition", "offset": [56, 67]}, {"key": "to-customer", "type": "clause", "offset": [81, 92]}, {"key": "maintenance-windows", "type": "clause", "offset": [112, 131]}, {"key": "to-this-agreement", "type": "clause", "offset": [167, 184]}, {"key": "emergency-maintenance", "type": "definition", "offset": [196, 217]}, {"key": "control-of", "type": "definition", "offset": [326, 336]}, {"key": "caused-by", "type": "clause", "offset": [354, 363]}, {"key": "equipment-provided", "type": "definition", "offset": [364, 382]}, {"key": "by-customer", "type": "clause", "offset": [383, 394]}, {"key": "service-providers", "type": "definition", "offset": [403, 420]}, {"key": "not-limited", "type": "clause", "offset": [494, 505]}], "samples": [{"hash": "lj58z0qDMlW", "uri": "https://assets.cdn.sap.com/agreements/end-user-agreements/lic/sap-general-terms-and-conditions-for-cloud-services-indirect-emea-south-africa-english-v2-2013.pdf", "label": "assets.cdn.sap.com", "score": 4.6550307274, "published": false}, {"hash": "j0luwYOKuyn", "uri": "https://assets.cdn.sap.com/agreements/end-user-agreements/lic/sap-general-terms-and-conditions-for-cloud-services-indirect-germany-english-v2-2013.pdf", "label": "assets.cdn.sap.com", "score": 4.578371048, "published": false}, {"hash": "e7yzzzu1QRP", "uri": "https://assets.cdn.sap.com/agreements/end-user-agreements/lic/sap-general-terms-and-conditions-for-sap-cloud-services-indirect-new-zealand-english-v8-2013.pdf", "label": "assets.cdn.sap.com", "score": 3.8179328442, "published": false}], "size": 7, "hash": "28db1e4c01b669873f783eac59a7ffa9", "id": 8}, {"snippet": "shall be calculated by following formula: Example: An example month has 30 days (= 30*24*60 = 43.200 minutes) Excluded downtime for this example month was 180 minutes Downtime for the example month = 30 minutes System Availability = 99,93%", "snippet_links": [{"key": "an-example", "type": "clause", "offset": [51, 61]}, {"key": "excluded-downtime", "type": "definition", "offset": [110, 127]}], "samples": [{"hash": "kzPGiJxDwU8", "uri": "/contracts/kzPGiJxDwU8#system-availability", "label": "Software as a Service Subscription Master Services Agreement", "score": 31.7879657745, "published": true}, {"hash": "aeG9I722GGe", "uri": "/contracts/aeG9I722GGe#system-availability", "label": "Software as a Service Subscription Master Services Agreement", "score": 27.4202594757, "published": true}, {"hash": "6KMiy4KD37l", "uri": "/contracts/6KMiy4KD37l#system-availability", "label": "Software as a Service Subscription and Master Services Agreement", "score": 27.4202594757, "published": true}], "size": 6, "hash": "364c3e5edf3f9679040c2157b5f8fb4c", "id": 9}, {"snippet": "means the number of minutes in a year that the key components of the SaaS Services are operational as a percentage of the total number of minutes in such year, excluding downtime resulting from (a) scheduled maintenance, (b) events of force majeure as defined in the Agreement, (c) malicious attacks on the system, (d) issues associated with the Customer\u2019s computing devices, local area networks or internet service provider connections, or (e) inability to deliver the SaaS Services because of acts or omissions of Customer. Anduin reserves the right to take the SaaS Services offline for scheduled maintenance for which Customer has been provided reasonable notice and Anduin reserves the right to change its maintenance window upon prior notice to Customer.", "snippet_links": [{"key": "a-year", "type": "definition", "offset": [31, 37]}, {"key": "key-components", "type": "definition", "offset": [47, 61]}, {"key": "saas-services", "type": "clause", "offset": [69, 82]}, {"key": "a-percentage", "type": "definition", "offset": [102, 114]}, {"key": "total-number-of", "type": "definition", "offset": [122, 137]}, {"key": "resulting-from", "type": "definition", "offset": [179, 193]}, {"key": "scheduled-maintenance", "type": "definition", "offset": [198, 219]}, {"key": "events-of-force-majeure", "type": "definition", "offset": [225, 248]}, {"key": "in-the-agreement", "type": "clause", "offset": [260, 276]}, {"key": "malicious-attacks", "type": "clause", "offset": [282, 299]}, {"key": "the-system", "type": "definition", "offset": [303, 313]}, {"key": "associated-with", "type": "definition", "offset": [326, 341]}, {"key": "the-customer", "type": "clause", "offset": [342, 354]}, {"key": "computing-devices", "type": "definition", "offset": [357, 374]}, {"key": "local-area-networks", "type": "definition", "offset": [376, 395]}, {"key": "internet-service-provider", "type": "definition", "offset": [399, 424]}, {"key": "inability-to-deliver", "type": "clause", "offset": [445, 465]}, {"key": "acts-or-omissions", "type": "definition", "offset": [495, 512]}, {"key": "of-customer", "type": "clause", "offset": [513, 524]}, {"key": "the-right", "type": "clause", "offset": [542, 551]}, {"key": "reasonable-notice", "type": "definition", "offset": [649, 666]}, {"key": "right-to-change", "type": "clause", "offset": [691, 706]}, {"key": "maintenance-window", "type": "clause", "offset": [711, 729]}, {"key": "notice-to-customer", "type": "clause", "offset": [741, 759]}], "samples": [{"hash": "i85tNMB0KWY", "uri": "/contracts/i85tNMB0KWY#system-availability", "label": "Software as a Service Agreement", "score": 27.0219020844, "published": true}, {"hash": "3rs0eA6jLVa", "uri": "/contracts/3rs0eA6jLVa#system-availability", "label": "Software as a Service Agreement", "score": 26.8603687286, "published": true}], "size": 6, "hash": "075d1e39adac7e93e37502b0c1342846", "id": 10}], "next_curs": "CmASWmoVc35sYXdpbnNpZGVyY29udHJhY3RzcjwLEhpEZWZpbml0aW9uU25pcHBldEdyb3VwX3Y1NiIcc3lzdGVtLWF2YWlsYWJpbGl0eSMwMDAwMDAwYQyiAQJlbhgAIAA=", "definition": {"snippet": "means, with respect to any particular calendar month, the ratio obtained by subtracting Unscheduled Downtime during such month from the Total Monthly Time, and thereafter dividing the difference so obtained by the Total Monthly Time. Represented algebraically, System Availability for any particular calendar month is determined as follows:", "title": "System Availability", "size": 371, "id": "system-availability", "examples": ["The Service will achieve <strong>System Availability</strong> (as defined below) of at least 97% during each calendar year of the Subscription Term.", "<strong>System Availability</strong> The Diligent Service will be available at least 99.5% of the time in any calendar month."], "related": [["service-availability", "Service Availability", "Service Availability"], ["maximum-availability", "Maximum Availability", "Maximum Availability"], ["required-availability", "Required Availability", "Required Availability"], ["general-availability", "General Availability", "General Availability"], ["average-availability", "Average Availability", "Average Availability"]], "related_snippets": [], "updated": "2026-01-10T05:48:17+00:00"}, "json": true, "cursor": ""}}