Common use of Service Availability Commitment Clause in Contracts

Service Availability Commitment. eLabNext commits to a Service Availability on its Cloud and Private Cloud installations of 99.5% during each calendar month. In case You purchased a High Availability (HA) Private Cloud installation, eLabNext commits to a 99,9% availability during each calendar month. Service Availability excludes downtime during Scheduled Maintenance. Should eLabNext fail to meet the Service Availability commitment in any calendar month, and the Customer experiences a negative impact due to unsuccessful authorized attempts to access the Service as a result of Unplanned Downtime, eLabNext will offer a service credit as the sole and exclusive remedy. This credit, as specified in the table below, will be calculated based on the monthly fee charged for the use of the Service, in accordance with the specified terms: Service Availability <99.5% and >= 99.3% <99.3% and >= 99.0% < 99.0% Service Availability HA <99.9% and >= 99.7% <99.7% and >= 99.5% <99.5% Service Credit 10% 15% 20% eLabNext measures the Service Availability as follows: Time in measument period (minutes) − Unplanned Downtime in measurement period (minutes) Time in measument period (minutes) ∗ 100% To avoid any doubt, the Service Availability over each calendar month is calculated by dividing the difference between the total number of minutes in the monthly measurement period and any Unplanned Downtime by the total number of minutes in the measurement period, and multiplying the result by 100 to reach a percent figure. eLabNext shall calculate any Unplanned Downtime using eLabNext system logs and other records. Unplanned Downtime excludes periods where the Services are unavailable due to suspension or termination of the service, or due to any unavailability or performance issues stemming from the equipment, software, services, or other technology of the Customer and/or third parties, except for third-party equipment or services directly controlled by eLabNext. If your payments are not made on a monthly basis, the Service Credit will be adjusted to reflect the monthly equivalent of your payment. This is calculated by dividing the total amount paid by the number of months in the associated contract period. Service uptime is monitored via third-party services, and server performance metrics like CPU usage, memory, and I/O are tracked through internal tools. Monitoring data is available to customers upon reasonable request, particularly if there's suspicion that service levels haven't been met.

Service Availability Commitment. eLabNext commits to a Service Availability on its Cloud and Private Cloud installations of 99.5% during each calendar month. In case You purchased a High Availability (HA) Private Cloud installation, eLabNext commits to a 99,9% availability during each calendar month. Service Availability excludes downtime during Scheduled Maintenance. Should eLabNext fail to meet the Service Availability commitment in any calendar month, and the Customer experiences a negative impact due to unsuccessful authorized attempts to access the Service as a result of Unplanned Downtime, eLabNext will offer a service credit as the sole and exclusive remedy. This credit, as specified in the table below, will be calculated based on the monthly fee charged for the use of the Service, in accordance with the specified terms: Service Availability <99.5% and >= 99.3% <99.3% and >= 99.0% < 99.0% Service Availability HA <99.9% and >= 99.7% <99.7% and >= 99.5% <99.5% Service Credit 10% 15% 20% eLabNext measures the Service Availability as follows: Time in measument period (minutes) − Unplanned Downtime in measurement period (minutes) Time in measument period (minutes) ∗ 100% To avoid any doubt, the Service Availability over each calendar month is calculated by dividing the difference between the total number of minutes in the monthly measurement period and any Unplanned Downtime by the total number of minutes in the measurement period, period and multiplying the result by 100 to reach a percent figure. eLabNext shall calculate any Unplanned Downtime using eLabNext system logs and other records. Unplanned Downtime excludes periods where the Services are unavailable due to suspension or termination of the service, or due to any unavailability or performance issues stemming from the equipment, software, services, or other technology of the Customer and/or third parties, except for third-party equipment or services directly controlled by eLabNext. If your payments are not made on a monthly basismonthly, the Service Credit will be adjusted to reflect the monthly equivalent of your payment. This is calculated by dividing the total amount paid by the number of months in the associated contract period. Service uptime is monitored via third-party services, and server performance metrics like CPU usage, memory, and I/O are tracked through internal tools. Monitoring data is available to customers upon reasonable request, particularly if there's suspicion that service levels haven't been met.