Application Support. The Service Provider shall provide application support of the Technology and Services, including ensuring the Technology functions at all times in accordance with the functional specification and any software modifications (including interfaces), answering all questions about functionality, resolving defects (bugs). The Service Provider shall also maintain and upgrade servers with patches, performance and security updates, and hardware updates. All such support shall be provided in accordance with the service level agreement below: Uptime The Service Provider shall have systems fully operable at a minimum of 99.5% of the time per quarter excluding scheduled downtime for upgrades, operating system patches or other required updates. Scheduled Downtime The Service Provider shall provide reasonable notice to the Customer, as applicable, of any scheduled downtime for upgrade or maintenance. Scheduled downtime shall be performed after 8:00 p.m. and before midnight on Thursdays. Scheduled downtime shall be performed in less than 2 hours unless extraordinary circumstances occur.
Appears in 12 contracts
Samples: Service Agreement, Service Agreement, Service Agreement
