GTTR Service Level Sample Clauses

GTTR Service Level. Subject to the limitations, conditions and exclusions described in Clause 1.7.2 (5-Hour GTTR Conditions) and Clause 1.9 (Conditions and Exclusions), Orange will repair an Outage of the Business VPN Corporate Service caused by a malfunctioning CPE CE Router or Orange-provided Tail Circuit within 5 hours from the time the GCSC creates the Incident Report (the "5-Hour GTTR Service Level") provided that the Location has either: (a) a Dual or Always-On ADSL continuity solution, or (b) an Always-On SDSL continuity solution. The Business VPN Corporate Service is considered repaired when the GCSC closes the Incident Report in the Incident case management system after informing Customer that the Service is restored; however, the GCSC will keep Incident Report open if Customer informs the GCSC that the Business VPN Corporate is still out of service. Orange will report the achievement or non-achievement of the 5-Hour GTTR Service Level on a Monthly basis. If the actual time-to-repair exceeds 5 hours, then Customer will receive a cumulative maximum credit equal to 10% of the Qualifying Charges for the affected Service at the Location where the Outage occurred; provided, however, if Customer is entitled to receive any Service Level credit under Clause 1.3 (Service Levels for Site Availability) in connection with the same Outage, then Customer will only receive the greater of the credits due and owing to Customer under Clause 1.3 or this clause. For clarity, in no event will Customer be entitled to receive Service Level credits under both Clause 1.3 and this clause for the same Outage.
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GTTR Service Level. The GTTR Service Levels only apply to Full Orange Service with Orange MPLS Architecture. There are no GTTR Service Levels for the Full Orange Service with VMI Access Only Architecture and the Flexible SD- WAN Overlay-only Service Architecture. Subject to the limitations, conditions and exclusions described in Clause 1.4.2 (GTTR Conditions) and Clause 1.7 (Conditions and Exclusions), Orange will restore the Service in accordance with the applicable GTTR Service Level. The GTTR Service Levels are listed in Table 4 (Time-to-Repair Service Levels for Regions A, B, C, D & E Locations†) in Exhibit A to this Service Level Agreement. Orange achievement or non-achievement of the GTTR Service Levels will be measured on a Monthly basis. The time to repair starts when the GCSC creates the Incident Report for the Outage. The Service is considered restored when the GCSC closes the Incident Report in the Incident case management system after informing Customer that the Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the Service is still out of service. If the actual time-to-repair exceeds the applicable GTTR Service Level, then Customer will receive a single cumulative maximum credit equal to 10% of the Monthly Recurring Charges for the affected Service at the Location where the Outage occurred; provided, however, if Customer is also entitled to receive any Service Level credit under Clause 1.3.1 (Site Availability) in connection with the same Outage, then Customer will only receive the greater of the credits due and owing to Customer under Clause 1.3.1 or this Clause 1.4.1; and provided further, Customer will not be entitled to Service Level credit under this Clause 1.4 if a Service Level credit pursuant to Clause 1.3.3 (EMS Global Availability) is due to Customer. For clarity, in no event will Customer be entitled to receive concurrent Service Level credits under Clause 1.3.1, Clause 1.3.3, and this Clause 1.4.1.
Sample 1
GTTR Service Level. Subject to the limitations, conditions and exclusions described in this Clause 1.4 and in Clause 1.7 (Conditions and Exclusions), Orange will restore a faulty VMS Internet within the applicable Guaranteed- Time-To-Repair Service Level indicated in Table 3 (GTTR and DTTR Service Levels for Regions A, B, C, D & E Locations†) of Exhibit A to this Service Level Agreement. The Network Service is considered restored when the GCSC closes the Incident Report in the Incident case management system after notifying Customer that the Network Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the VMS Internet is still out of service. Orange will report the achievement or non-achievement of the GTTR Service Level on a Monthly basis.‌
Sample 1
GTTR Service Level. Subject to the limitations, conditions and exclusions described in this Clause 1.4 and in Clause 1.7 (Conditions and Exclusions), if the Service at a Location has an Outage that was caused by a fault in either the Internet Gold circuit or an Orange-Managed CE Router, then Orange will restore the Service within the applicable Guaranteed-Time-To-Repair Service Level indicated in Table 3 (GTTR and DTTR Service Levels for Regions A, B, C, D & E Internet Essentials) of Exhibit A (Tables) to this Service Level Agreement. The Service is considered restored when the GCSC closes the Incident Report in the Incident case management system after notifying Customer that the Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the Service is still out of service. Orange will report the achievement or non-achievement of the GTTR Service Level on a Monthly basis.‌
Sample 1

Related to GTTR Service Level

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Specification and Service Levels The Specification sets out the Services that the Contractor has undertaken to provide. The Specification includes Service Levels setting out particular levels of service that the Contractor has undertaken to meet.

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (SLA):

  • Customer Service Support During the Term of this Agreement, VNDS will provide reasonable telephone and e-mail customer service support to Registrar, not Registered Name Holder or prospective customers of Registrar, for nontechnical issues solely relating to the System and its operation. VNDS will provide Registrar with a telephone number and e-mail address for such support during implementation of the Supported Protocol, APIs and Software. First-level telephone support will be available on a 7-day/24-hour basis. VNDS will provide a web-based customer service capability in the future and such web-based support will become the primary method of customer service support to Registrar at such time.

  • Standard Service Features Ethernet Access allows Customer to terminate single and/or multiple Ethernet Virtual Circuits (EVCs) from Customer equipment onto a single Ethernet Access UNI.

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