Common use of Emergency Change Clause in Contracts

Emergency Change. A customer pays £4,500.00 per month for their IaaS contract, £1,500.00 of which is for service management. Proact have initiated 2 of the 5 emergency changes the customer has requested in a given quarter within 4 hours: Assessment: Proact have fallen 59.5% below the emergency change SLA, so service credits are payable at 50% of the quarterly charge for service management Calculation: The SLA is to initiate 99.5% of required emergency changes per quarter within 4 hours, and the achieved change % is: (2/5) x 100% = 40% (59.5% below target) This means service credits are payable at 50% The quarterly charge for service management is: £1,500.00 x 3 = £4,500.00 50% of this quarterly charge is: 50% x £4,500.00 = £2,250.00 Service Credit: £2,250.00

Emergency Change. ‌ A customer pays £4,500.00 per month for their IaaS contract, £1,500.00 of which is for service management. Proact have initiated 2 of the 5 emergency changes the customer has requested in a given quarter within 4 hours: Assessment: Proact have fallen 59.5% below the emergency change SLA, so service credits are payable at 50% of the quarterly charge for service management Calculation: The SLA is to initiate 99.5% of required emergency changes per quarter within 4 hours, and the achieved change % is: (2/5) x 100% = 40% (59.5% below target) This means service credits are payable at 50% The quarterly charge for service management is: £1,500.00 x 3 = £4,500.00 50% of this quarterly charge is: 50% x £4,500.00 = £2,250.00 Service Credit: £2,250.00