Service Level Definitions. Service level definitions shall meet the CPS operational requirements of 99.99% application uptime, and a data recovery point objective (“RPO”) of 2 hours (maximum data loss), and a recovery time objective (RTO) time of 8 hours, when a Severity-1 event (up to a disaster) is declared. Severity levels for incidents management shall be classified before go-live, and be able to be integrated with how CPS supports applications and services. Incident management for cybersecurity and service- impacting events needs to be documented and approved by CPS.
Service Level Definitions. Service levels for the FTTH Network are divided into two levels based on the nature of the faults, with the understanding that the Service is intended solely for home use:
Service Level Definitions. (a) Severity 1: Produces a high priority situation in which those components of the Software that are available to the general public via the Service are inoperable or fail catastrophically RESPONSE:
Service Level Definitions. (a) MSS Response Times: HP offers two (2) response times depending on locations: HP Priority [OPTIONAL] – Priority 4 Hour Response, toner and ink drop ship. HP Advantage – Next Business Day Response, toner and ink drop ship. HP Extended Reach – Depending on location, it may be greater than Next Business Day Response, toner, and ink dropship.
Service Level Definitions. This section defines Agile's Service Level Objectives ("SLOs") for network performance.
Service Level Definitions. An “Incident” is defined as any event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or a reduction in the quality of that service. Reasonable efforts will be made to respond to Customer’s service requests per the following guidelines:
Service Level Definitions. Availability
Service Level Definitions. 6.1. The following Service Level definitions describe Service Levels which must be met by the Vendor (to the extent agreed in a SOW, and subject to the assumptions set forth in the SOW):
Service Level Definitions. Service Availability: This is measured as the % of time the service is available, outside of scheduled maintenance periods. Scheduled Maintenance Periods: Scheduled maintenance windows, occurring on a periodic basis. Cloud Service Delivery ZynBit uses Microsoft Azure for delivering the online aspect of its services. ZynBit’s decision to use Microsoft Azure was based in part on the need for fast, secure, scalable, redundant and reliable infrastructure for our customers. ZynBit specifically uses the Microsoft Azure App Service, details on which can be found here. The following provides details of ZynBit Service Level Objectives. Service Availability – Please refer to Microsoft Azure’s App Service SLA’s available here. Regular Maintenance – From time to time ZynBit may make changes to Microsoft Azure App Service environment. These are scheduled over weekends at times planned to cause minimal to no impact to ZynBit customers. Unplanned Maintenance – In the event of unplanned maintenance, that may directly affect ZynBit customers, ZynBit will make all reasonable effort to notify affected customers in advance of changes being made. Disaster Recovery – For online aspects of ZynBit’s services, ZynBit makes use of the backup, redundancy and recovery capabilities provided as part of the Microsoft Azure App Services SLA’s found here. All ZynBit code is managed through ZynBit’s Application Development Lifecycle Management (ADLM) tools (a combination of Microsoft’s Team Foundation Server and GitHub). As such all code is automatically backed up). In the event of an application specific issue, previous software version ZynBit is able to instantly roll back to a previous version if needed and at its sole discretion.
Service Level Definitions. This section defines Agile's Service Level Objectives for Network performance.
