Hosted Service Availability. 5.2.1 Target service availability is 99.999%. This is calculated over a rolling 3 month period and includes any servicing affecting faults that effects at least 50% of all users on the system. Types of faults would include no inbound or outbound service, badly distorted call quality and total failure.
5.2.2 In calculating target service availability, the parties agree that Planned Outage on the DRD hosted network shall not be taken into account.
5.2.3 The Hosted Service is defined as “available” when 80% of users have access to all services that they subscribe to.
5.2.4 Where the Hosted Service is unavailable during any Monthly Review Period, the Customer shall be entitled to receive Service Credits from DRD.
5.2.5 DRD cannot be held responsible for failures in WAN connectivity using either xDSL, LES or any other form of connectivity whether supplied directly or indirectly.
Hosted Service Availability. The Hosted Service availability guarantees, set out below, reflect the guarantees given by HeyCentric’s upstream infrastructure services provider. HeyCentric’s hosted service is located across two (UK-based) datacentres. Cloud server hosts: HeyCentric guarantees the functioning of all cloud server hosts with a 99.9% availability for all hosted systems. If HeyCentric fails to meet any of these availability commitments, the Buyer shall be entitled to service credits. Routine maintenance tasks (i.e. maintenance to ensure servers are securely patched and configured optimally) will be carried out for a period of no greater than 6 hours during a calendar month. The weekly Maintenance Services window commence on Saturday 05:00 GMT/BST for production systems and Sunday 04:00 GMT/BST for non- production. All routine maintenance shall be performed within this window, unless agreed otherwise with the Buyer. Support Services Response & Resolution The Buyer may log incidents by telephone, email or using HeyCentric’s web-based helpdesk facility. The Buyer must provide to HeyCentric a reasonably thorough description of the issue. HeyCentric will respond to service-related incidents and/or requests submitted by the Buyer within the following time frames: Urgent 2 Support Hours System inaccessible for all users / users cannot reasonably work due to the software. Data loss or corruption.
Hosted Service Availability. 6.1. Where the Services are wholly (or where partially hosted, a relevant part) hosted by Us, their Actual Availability will be measured as the percentage of time that they were available in each calendar month. The target availability is 99.9% (Target Availability).
6.2. Actual Availability is calculated as follows:
Hosted Service Availability. 6.1. Where the Services are wholly (or where partially hosted, a relevant part) hosted by Us, their Actual Availability will be measured as the percentage of time that they were available in each calendar month. The target availability is 99.9% (Target Availability).
6.2. Actual Availability is calculated as follows: P = A-B A X 100 Where: P = percentage availability in that calendar month A = number of hours in the relevant calendar month B = number of hours in the relevant calendar month during which the Services were not available excluding time where it was not available due to: Priority Level Priority Level definition Target Response Time (measured from classification and escalation to the appropriate resolving team) Target Resolution Time* (measured from classification and escalation to the appropriate resolving team) 1 A Fault affecting all Users including Service unavailability with no workaround. Within 15 minutes Within 4 hours 2 A Fault where major functionality is impacted, or significant performance degradation is experienced. The issue is persistent and affects many Users and/or major functionality. No workaround is available. Within 30 minutes Within 8 hours 3 A system performance issue or bug affecting some, but not all, Users. Short-term workaround is available. Within 3 hours Within 72 hours 4 A defect with little or no impact on Users, usually cosmetic or Within 6 hours Within the next appropriate upgrade, new version or
(a) outages caused by Permitted Maintenance;
(b) agreed changes;
(c) unavailability of access to a Site;
(d) an Excluded Event; and/or
(e) an Emergency Change.
