Measurement Time Period. For the purpose of this SLA, all availability calculations shall be based upon an individual calendar month. Written Requests All requests, including those for credits or refunds under the terms of this SLA, must be made in writing either via a support ticket submitted through Rackspace’s customer portal at hxxx://xx.xxxxxxxxx.xxx, via fax at 200-000-0000, or via postal mail to Rackspace Managed Hosting, 9000 Xxxxxxxxx Xx., Xxxxx 000, Xxx Xxxxxxx, XX 00000. Limitations Customer is limited to a maximum of [**]% of the monthly recurring fee for affected components. Notwithstanding anything contained in the SLA to the contrary, the maximum total credit for any calendar month shall not exceed [**]% of Customer’s monthly recurring fee. Any service credits for a particular month to which Customer would have been entitled except for the fact that such service credits exceeded the monthly service credit limitations provided herein shall not be carried over to another month, and Customer shall have no right to receive any such service credits. SERVICE CREDITS WILL NOT BE GRANTED FOR CUSTOMER DOWNTIME OR OUTAGES RESULTING FROM DENIAL OF SERVICE ATTACKS, VIRUS ATTACKS, HACKING ATTEMPTS, OR ANY OTHER CIRCUMSTANCES 9000 Xxxxxxxxx Xxxxx, Xxxxx 000 | Sxx Xxxxxxx, XX 00000 PH: 210.447.4000 | FX: 210.447.4400 INTENSIVE SLA THAT ARE NOT WITHIN THE DIRECT CONTROL OF RACKSPACE MANAGED HOSTING. Rackspace utilizes several tools and software products to deliver many of the services described in this SLA. Customers retain complete administrative control over servers at Rackspace and, therefore, have the capability of removing or disabling these software products on their servers. If Customer disables, removes, or otherwise blocks the functionality of any of the following products from their servers, Rackspace will not be held responsible for the guaranties set forth in this SLA or providing certain key portions of the Intensive service offering if any of the following are removed: Microsoft Operations Manager, Microsoft Systems Management Server, Microsoft Active Directory, Computer Associates eTrust Antivirus, Winternals Defrag Manager, Dell OpenManage, HP Insight Manager, Nimbus, and ZENworks. Customer is required to notify Rackspace before disabling any of the services listed above for periods longer than [**] in order to maintain the guarantees set forth in this SLA. Customer Credit Requests Customers claiming credits or refunds must submit a written request to the Rackspace ...
Measurement Time Period. 6.1.1. The Supplier performance against the KPI’s will be reviewed after each three Agreed Industry Rail Periods. The Supplier will be given one Agreed Industry Rail Period to collate all the necessary data and submit to Network Rail’s Representative prior to the review.
Measurement Time Period. For the purpose of this SLA, all availability calculations shall be based upon an individual calendar month. Authorization Signatures below indicate that TRINTECH will deliver the services to Company. Additionally, Company agrees to pay TRINTECH for services performed. TRINTECH, Inc. Sony Pictures Entertainment Inc. By: By: (Authorized Signature) (Authorized Signature) (Print) (Print) Title: Executive Vice President Title: Date: Date: EXHIBIT E to Trintech Data Acceptance Policy* This Exhibit E upon execution becomes a part of, and subject to the terms and conditions of the Consultant Services Agreement between Trintech, Inc. and Sony Pictures Entertainment, Inc. In this policy, “we” and “our” refers to Consultant and “you” and “your” refers to Company. Consultant recognizes that we have a responsibility to maintain the privacy of data you share with us, and we are committed to take reasonable security procedures through appropriate technical and organizational measures to protect against unauthorized access to this data. To this end, we have identified two data security classifications, “Class 2” and “Class 3,” and rules associated with our acceptance of/exposure to the associated data. Class 2 data may be shared with Consultant in unmasked/unencrypted form and must be transmitted to/from Consultant following Consultant recommended procedures (most commonly via a secure FTP server or, if sent by email, zipped and password-protected, with the password sent in a separate email.) Examples of Class 2 data include things such as bank account numbers, credit card batch level processor information, gift card batch level processor information, lottery numbers (all without identifying information such as names, addresses, etc.), money order numbers (all without identifying information such as names, addresses, etc.), disbursement data (all without identifying information such as payee names, addresses, date of birth, etc.), and general ledger account information (balances). Class 3 data is considered more sensitive than Class 2 data, and may not be shared with Consultant unless the sensitive data is first masked - i.e. masked and the original data is no longer accessible. (Under some circumstances exceptions to this requirement may be made. For example, one exception to this is that, with your written permission, we may access unmasked Class 3 data at your site or via an attended dial-in session such as Go-To-Meeting / WebEx). If you are unable to mask your data, ...
