Service Level Agreement Matrix Sample Clauses

Service Level Agreement Matrix. 2.1. With respect to the TLD, Registry Operator shall meet or exceed each of the following SLRs related to the DNS, EPP and RDAP-RDDS* services: Parameter SLR (monthly basis) DNS DNS service availability 0 min downtime = 100% availability DNS name server availability ≤ 432 min of downtime (≈ 99%) TCP DNS resolution RTT ≤ 1500 ms, for at least 95% of the queries UDP DNS resolution RTT ≤ 500 ms, for at least 95% of the queries DNS update time ≤ 60 min, for at least 95% of the probes EPP EPP service availability ≤ 864 min of downtime (≈ 98%) EPP session-command RTT ≤ 4000 ms, for at least 90% of the commands EPP query-command RTT ≤ 2000 ms, for at least 90% of the commands EPP transform-command RTT ≤ 4000 ms, for at least 90% of the commands RDAP-RDDS* RDAP availability ≤ 864 min of downtime (≈ 98%) RDAP query RTT ≤ 4000 ms, for at least 95% of the queries RDAP update time ≤ 60 min, for at least 95% of the probes *These SLRs for RDAP-RDDS are not mandatory until the expiration of the RDAP Ramp-Up Period. 2.2. Registry Operator is encouraged to do maintenance for the different services at the times and dates of statistically lower traffic for each service. However, note that there is no provision for planned outages or similar periods of unavailable or slow service; any downtime, be it for maintenance or due to system failures, will be noted simply as downtime and counted for SLR measurement purposes. 2.3. With respect to the TLD, until the WHOIS Services Sunset Date, Registry Operator shall meet or exceed each of the following SLRs related to the WHOIS Data Directory Services: Parameter SLR (monthly basis) WHOIS-RDDS WHOIS-RDDS availability ≤ 864 min of downtime (≈ 98%) WHOIS-RDDS query RTT ≤ 2000 ms, for at least 95% of the queries WHOIS-RDDS update time ≤ 60 min, for at least 95% of the probes
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Service Level Agreement Matrix. Parameter SLR (monthly basis)
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Service Level Agreement Matrix. 2.2.1. Registrar shall meet or exceed each of the following SLRs related to the RDAP-RDDS* services: Parameter SLR (monthly basis) RDAP-RDDS* RDAP availability ≤ 864 min of downtime (≈ 98%) RDAP query RTT ≤ 4000 ms, for at least 95% of the queries RDAP update time ≤ 60 min, for at least 95% of the probes * These SLRs for RDAP-RDDS are not mandatory until the expiration of the RDAP Ramp-Up Period. 2.2.2. Registrar is encouraged to do maintenance for the different services at the times and dates of statistically lower traffic for each service. However, note that there is no provision for planned outages or similar periods of unavailable or slow service; any downtime, be it for maintenance or due to system failures, will be noted simply as downtime and counted for SLR measurement purposes. 2.2.3. Until the WHOIS Services Sunset Date, Registrar shall meet or exceed each of the following SLRs related to the WHOIS Data Directory Services: Parameter SLR (monthly basis) WHOIS-RDDS WHOIS-RDDS availability ≤ 864 min of downtime (≈ 98%) WHOIS-RDDS query RTT ≤ 4000 ms, for at least 95% of the queries WHOIS-RDDS update time ≤ 60 min, for at least 95% of the probes 2.2.4. RDDS
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Service Level Agreement Matrix. Bidders must complete the following SLA Matrix as applicable to category bid. SERVICE LEVELS, BY CLASS of SERVICE
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Service Level Agreement Matrix. DNS RDDS EPP
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Service Level Agreement Matrix. Parameter SLR (monthly basis) DNS service availability. Refers to the ability of the group of
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Service Level Agreement Matrix. SERVICE LEVELS, BY CLASS of SERVICE
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Related to Service Level Agreement Matrix

  • 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 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.

  • Performance Schedule The Parties will perform their respective responsibilities in accordance with the Performance Schedule. By executing this Agreement, Customer authorizes Motorola to proceed with contract performance.

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