SaaS Service Level Agreement. SaaS Solutions shall have an uptime of not less than 99.9% (resulting in a Downtime of more than 43 minutes and 49 seconds) per month ("SLA"). AvePoint must receive sufficiently detailed excessive Downtime claims no later than the end of the calendar month following the month in which the alleged Downtime occurred. Should the Parties determine that AvePoint has not met the uptime requirement following AvePoint’s investigation, Customer shall be entitled, as an exclusive remedy, to a Service Credit not to exceed in any particular month, fifteen (15%) of the monthly fees. Notwithstanding the foregoing, if the Parties determine that the SaaS Solution(s) had an uptime of less than ninety-nine percent (99.0%) (resulting in a Downtime of more than 7 hours and 18 minutes) in a specific month, Customer shall be entitled, as an exclusive remedy, to a Service Credit of twenty percent (20%) of the fees applicable for that specific month. If Customer purchased a SaaS Solution from a Partner, the Service Credit will be based on the estimated retail price for the applicable SaaS Solution, as determined by AvePoint in its sole but reasonable discretion. Service Credits shall be credited to Customer within thirty (30) days of the excessive Downtime determination.
SaaS Service Level Agreement. SaaS Solu- tions shall have an uptime of not less than 99.9% (re- sulting in a Downtime of more than 43 minutes and 49 seconds) per month ("SLA"). AvePoint must re- ceive sufficiently detailed excessive Downtime claims no later than the end of the calendar month fol- lowing the month in which the alleged Downtime oc- curred. Should the Parties determine that AvePoint has not met the uptime requirement following AvePoint’s investigation, Customer shall be entitled, as an exclu- sive remedy, to a Service Credit not to exceed in any particular month, fifteen (15%) of the monthly fees. Notwithstanding the foregoing, if the Parties deter- mine that the SaaS Solution(s) had an uptime of less than ninety-nine percent (99.0%) (resulting in a Down- time of more than 7 hours and 18 minutes) in a specific month, Customer shall be entitled, as an exclusive rem- edy, to a Service Credit of twenty percent (20%) of the fees applicable for that specific month. If Cus- tomer purchased a SaaS Solution from a Partner, the Service Credit will be based on the estimated retail price for the applicable SaaS Solution, as determined by AvePoint in its sole but reasonable discretion. Ser- vice Credits shall be credited to Customer within thirty (30) days of the excessive Downtime determination.
SaaS Service Level Agreement. SaaS Solutions shall have an uptime of not less than 99.9% (resulting in a Downtime of more than 43 minutes and 49 seconds) per month ("SLA"). AvePoint must receive sufficiently detailed excessive Downtime claims no later than the end of the cal- endar month following the month in which the alleged Downtime occurred. Should the Parties determine that Ave- Point has not met the uptime requirement following Ave- Point’s investigation, Customer shall be entitled, as an exclu- sive remedy, to a Service Credit not to exceed in any particular month, fifteen (15%) of the monthly fees. Notwith- standing the foregoing, if the Parties determine that the SaaS Solution(s) had an uptime of less than ninety-nine percent (99.0%) (resulting in a Downtime of more than 7 hours and 18 minutes) in a specific month, Customer shall be entitled, as an exclusive remedy, to a Service Credit of twenty percent (20%) of the fees applicable for that specific month. If Cus- tomer purchased a SaaS Solution from a Partner, the Service Credit will be based on the estimated retail price for the ap- plicable SaaS Solution, as determined by AvePoint in its sole but reasonable discretion. Service Credits shall be credited to Customer within thirty (30) days of the excessive Down- time determination.
1.1.1. SaaS サービスレベル契約。 SaaS ソリューションのアップタイムは月間 99.9%以上（すなわち、ダウンタイムが月間 43分 49 秒以内）とする（「SLA」）。顧客がダウンタイムを主張する場合には、遅くともダウンタイムが発生したとされる月の翌月末までにダウンタイムの十分な明細をもって AvePoint に請求しなければならない。AvePoint が請求内容を調査のうえ、本項で規定するアップタイムの要件を満たしていないと両当事者において判定された場合、顧客は、唯一の救済として、当該月の月額料金の 15%を限度として、サービス クレジットを受けることができる。上記にかかわらず、SaaS ソリューションのアップタイムが特定の月内において 99.0%に満たなかった（すなわち、ダウンタイムが 7 時間 18分以上）と両当事者で判定された場合、顧客は、唯一の救済として、当該月の月額料金の 20%に相当するサービス クレジットを受けることができる。顧客が SaaS ソリューションをパートナーから購入した場合、サービス クレジットは対象の SaaS ソリューションの推定小売価格を基準として AvePoint 単独の合理的裁量に基づき決定され発行される。サービス クレジットは、上記に基づき両当事者にてダウンタイムの超過があったと判定された時点から 30 日以内に顧客に付与される。
SaaS Service Level Agreement. In Xxxxx & Xxxxxxx Cybersecurity product portfolio, the Software as a Service (SaaS) cloud WAF provides strong commitments to meet your business needs. The WAF-as-a-Service (WaaS) R&S®Cloud Protector solution guarantee the following Service Level Agreements: ► Platform availability: 99.95% ► Availability of the administration platform: 99%
3.1 Submitting request
1. To open a ticket via the support web portal you need the following information: ─ Serial number for appliance or VM number for virtual machine (for WAF)
2. If your request is eligible for phone support, you may call the support team once you have created a ticket. ─ You will be requested to: ─ Select your language (English/French) ─ Select your product (Web Application Firewall) ─ Select access to support: ─ For the Advanced Support plan: enter the PIN code if calling outside office hours and your call will redirected to the 24/7 support team ─ For the Standard Support plan you will redirected to the support team during business hours
3. In case of Priority 1 issue you have to contact also our hotline by phone and provide the ticket number of your incident
4. You will receive an email notification of the handling of your incident Please ensure to send all documents requested by the support team at your earliest possible convenience.
3.2 Incident classification Priority Definition
