Availability SLA. For purpose of the Availability SLA, the duration of a Service Outage shall be deemed to commence upon the opening of a Verifiable Trouble Ticket by LightEdge Technical Support, in response to the Customer request, and ends when the Service Outage ends. Trouble tickets, where the Service Outage cannot be verified with LightEdge's standard diagnostic procedures, do not count towards the Availability SLA. SLA Remedy 99.9% availability Each hour service is unavailable above SLA goal qualifies the Customer for a credit of 5% of MRC up to a maximum of 50% of MRR for affected service.
Availability SLA. For purpose of the Availability SLA, the duration of a Service Outage shall be deemed to commence upon the opening of a Verifiable Trouble Ticket by LightEdge Technical Support, in response to the Customer request, and ends when the Service Outage ends. Trouble tickets, where the Service Outage cannot be verified with LightEdge's standard diagnostic procedures, do not count towards the Availability SLA. SLA Remedy
Availability SLA. For purpose of the Availability SLA, the duration of a Service Outage shall be deemed to commence upon the opening of a Verifiable Trouble Ticket by LightEdge Technical Support, in response to the Customer request, and ends when the Service Outage ends. Trouble tickets, where the Service Outage cannot be verified with LightEdge's standard diagnostic procedures, do not count towards the Availability SLA. Availability shall be indicative of LightEdge’s ability to route packets from the Customer to any peering point or upstream transit provider. This SLA does not warrant that such packets will arrive at their destination nor does it warrant that the destination will respond or be able to send packets back to the Customer. SLA Remedy On-Net circuit: 99.99% availability Each hour service is unavailable above SLA goal qualifies the Customer for a credit of 3% of MRC up to a maximum of 50% of MRR for affected service.
Availability SLA. For purpose of the Av ailability SLA, the duration of a Serv ice Outage shall be deemed to commence upon the opening of a Verifiable Trouble Ticket by LightEdge Technical Support, in response to the Customer request, and ends when the Service Outage ends. Trouble tickets, where the Service Outage cannot be v erified w ith LightEdge's standard diagnostic procedures, do not count tow ards the Av ailability SLA. SLA Remedy
Availability SLA. In addition to Scheduled Maintenance, there may be events that from time to time will make the Xxxxx.xxx Services not “Available” for a limited amount of time due to unforeseen software, hardware, network, power and/or Internet outages (“Unscheduled Downtime”). Subject to the exclusive remedies set forth in Section 1.3 of this Exhibit A and Section 11.7 of the Agreement, the portions of the Xxxxx.xxx Environment for which Xxxxx.xxx is responsible will be “Available” at least [***]% of the time measured on a monthly basis (the “Availability SLA”). For purposes of the Agreement, the terms “Available” and “Availability” means that the core functionality of the portions of the Xxxxx.xxx Environment for which Xxxxx.xxx is responsible is accessible, excluding Scheduled Maintenance, any force majeure event (as described in Section 11.7 of the Agreement) or any loss or interruption of services resulting from actions or inactions of ADT, the ADT Dealers or the Subscribers, or the respective communication and network connectivity service Providers upon which the Xxxxx.xxx Services rely including cellular carriers and Internet providers. The Xxxxx.xxx Services will also be deemed not Available during the time period in which the system is down during a Severity Level 1 or 2 event in progress. [***] = CONFIDENTIAL TREATMENT REQUESTED The Xxxxx.xxx Availability SLA shall cover only the Xxxxx.xxx Services. Actual Availability Percentage of the Xxxxx.xxx Services will be calculated with the following formula: 100 minus [(X)[***]; divided by (Y) (i)[***]); multiplied by (Z) 100].
Availability SLA. For purpose of the Availability SLA, the duration of a Service Outage shall be deemed to commence upon the opening of a Verifiable Trouble Ticket by LightEdge Technical Support, in response to the Customer request, and ends when the Service Outage ends. Trouble tickets, where the Service Outage cannot be verified with LightEdge's standard diagnostic procedures, do not count towards the Availability SLA. Availability shall be calculated based on the total days of the Declaration Period/Office Augmentation period or the days in the current calendar month, whichever is less. SLA Remedy Workstation: 99.8% availability VoIP phone: 99.9% availability Data port: 99.9% availability Each hour service is unavailable above SLA goal qualifies the Customer for a credit of 5% of MRC up to a maximum of 50% of MRR for affected service.
