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.
Appears in 21 contracts
Samples: Avs Converged Analog Access Trunks Service Agreement, Hosted Faxing Service Agreement, Shared Hosting Service Agreement
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 99.999.99% availability Each hour 15 minutes 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.
Appears in 13 contracts
Samples: Hosting Services Virtual Service Agreement, Hosting Services, Cloud Monitoring Service Agreement
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 99.999.999% 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.
Appears in 9 contracts
Samples: Access Meshed Ip Wan Service Agreement, Loop Service Agreement, Avs Hosted PBX Service Agreement
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 Rackmount servers: 99.9% availability Blade servers: 99.99% availability Each hour 15 minutes 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.
Appears in 4 contracts
Samples: Hosting Service Infrastructure Service Agreement, Bare Metal Cloud Service Agreement, Hosting Service Infrastructure Service Agreement
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 51% of MRC up to a maximum of 50% of MRR for affected service.
Appears in 3 contracts
Samples: Access DSL Service Agreement, Access DSL Service Agreement, Access DSL Service Agreement
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 99.999.999% availability Each hour 15 minutes 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.
Appears in 3 contracts
Samples: Hosted Storage Service Agreement, Hosted Storage Service Agreement, Hosted Storage Service Agreement
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 Goal Remedy 99.999% availability Each hour service is unavailable above SLA goal qualifies the Customer for a credit of 51% of MRC up to a maximum of 50% of MRR for affected service.
Appears in 3 contracts
Samples: Remote Access Service Service Agreement, Remote Access Service Service Agreement, Remote Access Service Service Agreement
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 99.999.99% availability Each hour 30 minutes 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.
Appears in 2 contracts
Samples: Workplace Cloud Service Agreement, Workplace Cloud Service Agreement
