Common use of Response Time Service Level Clause in Contracts

Response Time Service Level. a. Definition(s). i. Response Time: The interval of time from when an Authorized User requests, via the Services, a Transaction to when visual confirmation of Transaction completion is received by the Authorized User. For example, Response Time includes the period of time representing the point at which an Authorized User enters and submits data to the Services and the Services display a message to the Authorized User that the data has been saved. ii. Total Transactions: The total of Transactions occurring in the reporting month. iii. Transaction(s): Services web page loads, Services web page displays, and Authorized User Services requests. b. Service Level Standard. Transactions shall have a Response Time of two (2) seconds or less 99.9% of the time each reporting month during the periods for which the Services are available. i. Calculation. ((Total Transactions – Total Transactions failing Standard) / Total Transactions) * 100 = Percentage Response Time (as calculated by rounding to the second decimal point).