Service Level Commitment. IBM provides the following service level commitment (“SLA”) for the Cloud Service, after IBM makes the Cloud Service available to you.
Service Level Commitment. 12.1 The Service Level Availability is measured against reports that CA runs on a regular basis based on objective criteria. Reports are available to Customer upon request. If Customer cannot access SaaS during the Subscription Term, Customer should contact CA to receive SaaS Support.
Service Level Commitment. Availability of the Services (including uptime of the Data Repository and Licensed Software) provided to HCO will be substantially similar to the availability provided to clinics owned or managed by Intermountain Healthcare, subject to the availability and proper functioning of HCO Resources and access to the Internet (or other network or telecommunications means). Both scheduled and unscheduled downtime should be expected. Advance notice of scheduled downtime will be provided to HCO. In the event of unscheduled downtime, the restoration priority for HCO will be substantially similar to the restoration priority given to clinics owned or managed by Intermountain Healthcare. Intermountain Healthcare's critical care facilities may receive higher priority. HCO agrees to pay SELECTHEALTH (on a time and materials basis at SELECTHEALTH’s then-current standard fees) for correcting problems that are caused by HCO Resources. Because all computer systems occasionally fail or malfunction, HCO is responsible for maintaining the ability to continue HCO’s normal business operations in the event of downtime.
Service Level Commitment. Seller shall ensure Database Availability sufficient to maintain monthly availability with respect to Buyer's access to the Databases of not less than 99.9% (or 43 minutes of total unavailability) (the "Service Level Commitment"), calculated to include twenty-four (24) hours per day over each month, but excluding from the numerator and the denominator in the calculation the duration in time of any temporary shutdowns due to Scheduled Maintenance. The total amount of Scheduled Maintenance shall not exceed two (2) hours per month. Any Scheduled Maintenance in excess of two (2) hours a month shall be deemed Database Unavailability.
Service Level Commitment. JCurve warrants that during the Term that JCurve will meet the service level specified in the “Service Level Commitment” listed on the NetSuite website located at xxx.xxxxxxxx.xxx/xxx, which is hereby incorporated by reference. In the event that JCurve fails to achieve the applicable service level in any quarter, Customer will be entitled, as its sole and exclusive remedy, to receive from JCurve a credit in accordance with the terms set forth in the Service Level Commitment; provided however, that all credit requests must be submitted to JCurve at xxxxxxxx@xxxxxx.xxx.xx. Customer agrees that NetSuite’s system logs and other records shall be used for calculating any service level events.
Service Level Commitment. ● The Jitter SLC is maximum delay variance between Verizon PIP PE devices is less than 5 ms. ● Customers must open a Trouble Ticket when a Jitter issue first surfaces. Verizon will work with the customer to confirm jitter performance, repair problems and ensure customer’s applications are functioning. ● Customers can measure Jitter prior to opening a Trouble Ticket. Verizon may elect to use the customer’s measurements as a benchmark for the repair actions. ● Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC, Verizon has a period of thirty (30) calendar days from such confirmation to address the non- compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC. ● If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below. ● The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network. ● For service issues that occur between pair Ports of the Private IP Network, including SCI, that result in two Customer connections impacted by each Service Issue, the MRC for Service Issue Service Level Standard credit purposes will be defined as the average of the MRCs for each of the two impacted Customer Connections.
Service Level Commitment. PE PTD is the provider edge PE-to-PE monthly average round trip transit delay in milliseconds between respective Provider Edge device pairs on the Verizon PIP Network. The PE PTD SLC is applicable for the following traffic priority classes: Standard PIP Service Enhanced Traffic Management (“ETM”) option PE PTD SLC performance measurements for international and US locations are stated in the PIP PTD Matrix located in the Verizon Secure Guide portal at: xxxx://xxx.xxxxxxxxxxxxxxxxx.xxx/us/publications/service_guide/secure/cp_pip_sla_intro_SG.htm Add 120ms to Packet Transit Delay SLC when MVIC is utilized in the PIP Network
Service Level Commitment. Verizon will open a Priority 1 Trouble Ticket for Customer within fifteen (15) minutes for any Managed Interface Fault greater than five (5) minutes. For at least eighty percent (80%) of such Trouble Tickets in any month, Verizon will notify Customer within thirty (30) minutes of the creation of the Trouble Ticket. Verizon will supply Customer with the Trouble Ticket number and an initial status based on preliminary troubleshooting conducted following the Managed Interface Fault. A Service Credit for Proactive Outage Notification is payable in relation to Priority 1 Faults only. The Service Credit will be calculated based on the total MRC for all Managed Global Network services experiencing Priority 1 Managed Interface Faults during the billing month for which the SLC has been violated.
Service Level Commitment. The Service Level Commitment for PDR for domestic U.S., Global Tier A and Global Tier B locations is 99.995% for the EF class of service, 99.99% for the AF class of service and 99.5% for the BE or Default class. Customers must open a Priority 2 Trouble Ticket for Service Degradation when a PDR issue first surfaces. Verizon will work with Customer to confirm the network transit times, repair problems and ensure customer’s applications are functioning. Customers can measure PDR prior to opening a Trouble Ticket. Verizon may elect to use Customer’s measurements as a benchmark for the repair actions. Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC for PDR, Verizon has a period of thirty (30) calendar days from such confirmation to address the non-compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC. If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below. The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network.
Service Level Commitment. The “Monthly Uptime Percentage” for a Service is calculated by the following formula: where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident. If the Monthly Uptime Percentage falls below 99.9% for any given month, you may be eligible for the following Service Credit: Monthly Uptime Percentage Service Credit < 99.9% 25% < 99% 50% < 95% 100%
