Availability SLAs and Goals. “Availability” SLAs apply only when service is completely unavailable due to any sort of issue. After Customer opens a ticket on Service issue LightEdge Technical Support will classify the issue. If LightEdge Technical Support determines that Customer service is 100% unavailable the issue will be categorized as a “Service Availability” issue and all SLA remedies applicable to Service Availability will apply. Any SLA remedies not specifically defined as “Service Availability” SLAs will not apply to same “Service Availability” issue.
Appears in 89 contracts
Samples: Point VPN Tunnel Service Agreement, Access T1 Service Agreement, Remote Access Service Service Agreement
