Service Level Agreement Levels Sample Clauses

Service Level Agreement Levels. 2.1. Technical support requests are classified in several service levels (SLA* Service Level Agreement). The service levels differ in response time and other parameters and depend on a client category and/or a problem category. 2.2. Technical support requests are processed on a first*come, first*served basis. Maximum response time corresponds to the defined service (SLA) levels. High urgency level requests that require immediate response or direct help of tech support specialists may be processed out of turn. High*urgency requests are those concerning the full or partial recovery of web projects. The problem*solving period depends on the request urgency level, problem complexity and the potential need to hand the request over to the development department. 2.3. Problems that cannot be resolved in the context of the current software version are sent to the Bitrix development department, which means that the fix will be included in the subsequent update. The planned term of the software update release is defined during the problem diagnostics respecting the general software development plan. 2.4. The technical support service cannot guarantee the fixed problem*solving period because there are a number of influencing factors: client's timely replies; response time of a hosting company; the need to prepare and release a software update, etc. The response period depends on the current technical support service workload and can take less time than stated in the regulations. Sometimes, a problem can be solved immediately upon the receipt of a request or additional information from a client or user. The response of technical support specialists to additional information can take more time but never exceeds the maximum response time defined for a given support level. In this or a similar situation, making a phone call to the sales department or creating posts in the forum has no practical consequence because it will not accelerate the problem*solving process. The maximum response times are defined in 2.5, below. 2.5. Response Time. Technical support tickets are processed on a first*come, first*served basis. 2.5.1. Bitrix24 Self*Hosted Version used by Bitrix Partners and/or Commercial Clients • General software operation problems. • Bitrix API development questions including assistance with functions or methods that have not been included in the standard Bitrix documentation, or any other functions or methods that behave differently in a specific environments. • Gen...
Sample 1Sample 2
AutoNDA by SimpleDocs
Service Level Agreement Levels. Some of the significant levels associated with cloud SLAs are discussed: a. Facility level SLA: At this level, the CSP will deliver on SLA covering the data centre services necessary to maintain the customer owned information and/or applications. These comprise items such as electric power, onsite generator and cooling among others. SLAs would cover high availability, fault tolerance and data replication. b. Platform Level SLA: This level entails physical servers, virtualization infrastructure, and network related hardware owned by the provider and used by the cloud consumers. SLA at this level would include information about physical security that denies unauthorized access to the building, facility, and resource. Background checks and character analysis of staff should also be done prior to recruitment by the service provider. c. Operating system level: At this level, providers normally deliver some amount of managed services to the users. This extra service permits the provider to guarantee that the OS is suitably sustained so that it is dependably accessible. SLAs would contains information about security updates, system patches, confidentiality / encryption, user authorization and audit trails. d. Application level SLA: This category delivers safety against application level data catastrophes up to and comprising the customer application being executed on the infrastructure provided by the provider. Here, the cloud provider is ensuring the availability, stability and performance of their cloud user software which they are hosting. This is often times difficult to guarantee particularly in IaaS and PaaS wherein the user is solely responsible for the application they put on the cloud.
Sample 1

Related to Service Level Agreement Levels

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at xxxxx://xxx.xxx.xxx/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at xxxxx://xxx.xxx.xxx/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (‘SLA’): (a) we are liable for any remedy or rebate allowed to you under the SLA; and (b) subject to clauses 34 to 38, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Staffing Levels To the extent legislative appropriations and PIN authorizations allow, safe staffing levels will be maintained in all institutions where employees have patient, client, inmate or student care responsibilities. In July of each year, the Secretary or Deputy Secretary of each agency will, upon request, meet with the Union, to hear the employees’ views regarding staffing levels. In August of each year, the Secretary or Deputy Secretary of Budget and Management will, upon request, meet with the Union to hear the employees’ views regarding the Governor’s budget request.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Minimum Customer Support Requirements for TIPS Sales Vendor shall provide timely and commercially reasonable support for TIPS Sales or as agreed to in the applicable Supplemental Agreement.

  • Performance Levels (a) The Performance Levels which apply to the performance by the respective Parties of their obligations under this Agreement are set out in Part 1 of Schedule 5. A failure by either Party to achieve the relevant Performance Level will not constitute a breach of this Agreement and the only consequences of such failure as between the Parties shall be the consequences set out in this Clause 6.6. (b) If the Operator does not comply with the Operator Performance Level then the Operator must pay to Aurizon Network the amount determined in accordance with Schedule 5 as part of the invoice issued by Aurizon Network for charges for the Billing Period immediately following Aurizon Network becoming entitled to that amount. Where there is no next Billing Period, the Operator must pay such amount to Aurizon Network within fourteen (14) days after receipt of a Tax Invoice from Aurizon Network. (c) If Aurizon Network does not comply with the Aurizon Network Performance Level then Aurizon Network will credit to the Operator the amount determined in accordance with Schedule 5 by way of a deduction from the invoice issued by Aurizon Network for Access Charges and other charges for the Billing Period immediately following the Operator becoming entitled to that amount. Where there is no next Billing Period, Aurizon Network must pay such amount to the Operator within fourteen (14) days after receipt of a Tax Invoice from the Operator. (d) The Parties must, if requested by either Party, meet to review the Performance Levels subject to such review not occurring within six (6) Months after the Commitment Date or any previous review of the Performance Levels. If either Party notifies the other that it considers that the Performance Levels are no longer appropriate, the Parties may, but only with the written consent of the relevant End User, agree on varied Performance Levels and any associated variations to the Agreement including [the Base Access Charges and]

  • Service Level Commitment IBM provides the following service level commitment (“SLA”) for the Cloud Service, after IBM makes the Cloud Service available to you.

Draft better contracts in just 5 minutes Get the weekly Law Insider newsletter packed with expert videos, webinars, ebooks, and more!