Service Level Agreement (SLA). Verizon reserves the right to amend any applicable SLA from time to time effective upon posting of the revised SLA to the URL where the SLA is set out or other notice to Customer of the change, provided that in the event of any amendment resulting in a material reduction of the SLA’s service levels or credits, Customer may terminate Services without early termination liability (except for payment of all charges up to the effective date of the termination of any such Services) by providing Verizon at least 30 days written notice of termination during the 30 days following posting of such amendment. Verizon may avoid such termination if, within 30 days of receipt of Customer’s written notice, Verizon agrees to amend the relevant SLA so that the affected SLA service levels and credits are not materially reduced for Customer. The SLA sets forth Customer’s sole remedies for any claim relating to Services or Verizon Facilities, including any failure to meet any standard set forth in the SLA. Verizon records and data will be the basis for all SLA calculations and determinations.
Service Level Agreement (SLA). Verizon reserves the right to amend any applicable SLA from time to time effective upon posting of the revised SLA to the URL where the SLA is set out or other notice to Customer, provided that in the event of any amendment resulting in a material reduction of the SLA’s service levels or credits, Customer may terminate Services without termination liability (except for payment of all Charges up to the effective date of the termination of any such Services) by providing Verizon at least 30 days’ notice of termination during the 30 days following the posting or notice of such amendment, as applicable. Customer is not entitled to terminate if, within 30 days of receipt of Customer’s notice, Xxxxxxx agrees to amend the relevant SLA so that the affected SLA service levels and credits are not materially reduced for Customer. The SLA sets forth Customer’s sole remedies for any claims with respect to Services to which the SLA relates. Verizon records and data are the basis for all SLA calculations and determinations.
Service Level Agreement (SLA). 3.1 Both methods for providing the Service and the Service Level percentage are specified in the Technical Sheet. If no SLA appears in the Technical Sheet, unless otherwise indicated or agreed between the Parties, 99,00% shall be assumed as a reference for the SLA.
3.2 If the Service provided by the Supplier turns out to be below the SLA percentage level established under article 3.1, the Customer will be granted 50% of the fee being paid for a quarter of Service. The reference period necessary to verify compliance with the SLA is to be considered on a yearly basis.
3.3 It is understood that for the purpose of verifying and calculating the SLA percentage, no account shall be taken of downtime, malfunctions or delays brought about by:
A. incorrect use of Service by the Customer;
B. faulty operation of the network system, the electrical system and/or the terminals used by the Customer;
C. unauthorized actions and/or tampering with the Service performed by the Customer or third parties;
D. total or partial interruption of access and/or connection services caused by force majeure or third- party events;
E. failure to comply with current standards and regulations by the Customer; F. faulty operation of third-party software.
Service Level Agreement (SLA). 3.1 Both methods for providing the Service and the Service Level percentage are specified in the Technical Sheet. If no SLA appears in the Technical Sheet, unless otherwise indicated or agreed between the Parties, 99,00% shall be assumed as a reference for the SLA.
3.2 If the Service provided by the Supplier turns out to be below the SLA percentage level established under article 3.1, the Customer will be granted 30% of the monthly fee being paid for every 4 hours of redundancy compared to the agreed SLA, to the maximum extent of the fee, which is 3 months of Service. The reference period necessary to verify compliance with the SLA is to be considered on a yearly basis.
3.3 It is understood that for the purpose of verifying and calculating the SLA percentage, no account shall be taken of downtime, malfunctions or delays brought about by:
A. incorrect use of Service by the Customer;
B. faulty operation of the network system, the electrical system and/or the terminals used by the Customer;
C. unauthorized actions and/or tampering with the Service performed by the Customer or third parties;
Service Level Agreement (SLA). Unless Customer and Verizon otherwise expressly agree in writing, Verizon’s standard SLAs, if any, for the services/products provided under this Agreement shall apply. Should Customer desire other SLAs to meet their specific organizational requirements, Verizon and Customer may negotiate such SLAs, including: services, features, hardware and/or software to be covered; measurable standards of performance and/or quality of service; Customer/Verizon responsibilities defined; Customer’s recourse for system and/or hardware/software failure to meet the SLA; and any other element that is mutually agreed upon by both parties, including any cost adjustments for negotiated SLAs. Any negotiated SLAs shall be made part of this Agreement.
Service Level Agreement (SLA). HortonWorks will treat every Security Issue with high priority and commence working on each Security Issue immediately with sufficient numbers of competent personnel to meet the requirements of these Information Security Terms. In some cases, unscheduled updates, modifications to legacy code, working during non-business hours, removing Yahoo branding, and disabling portions of The System, excluding physical premises, may be required to limit harm.
Service Level Agreement (SLA). 10.1. Access to the Services relies on the Keepit web application and the API front-end servers providing data thereto, in the data center location where the Customer has chosen to have the Services delivered.
10.2. Keepit will monitor the availability of the API front-end servers. In the event that all front-end servers for the location chosen by the Customer are unavailable for HTTPS services for more than one full minute, this will count as “downtime”. Scheduled maintenance windows are excluded from this downtime. Keepit will notify any significant outage in availability known to Keepit, including scheduled maintenance, on its website, at xxxxx://xxxxxx.xxxxxx.xxx/. The Customer must subscribe there to receive direct notifications regarding availability. In case product functionality is unavailable and this is not covered by the aforementioned monitoring, this must be raised as a support issue instead and will not count as "downtime". Keepit will upon request provide access to an automated availability report. See Section 20 for details on support.
10.3. The Services availability goal for Keepit is to deliver 99.9% uptime (0.1% or less downtime as defined above) over any calendar quarter.
10.4. If Keepit does not meet such an availability goal during a calendar quarter falling within the term of an Order Form, the Customer will be eligible for receiving Service Credits as per Table 1 below. In order for the Customer to receive such Service Credits, the Customer must claim the Service Credits by sending an email, during the term of such Order Form, to Keepit at xxxxxxxx.xxxxxxx@xxxxxx.xxx. Keepit will then provide the Customer with Service Credits according to Table 1 below. The Service Credits may only be applied to the Order Form with respects to which the Services availability goal was not met, have no cash value, and shall be the sole and exclusive remedy for a failure by Keepit to meet the stated availability goal. Table 1: Service Credits Availability Service Credits 100 % - 99,90 % N/A 99,89 % - 99,8 % 1 day added to the Customer’s current Order Form term (1 free day) 99,79 % - 99,0 % 5 days added to the Customer’s current Order Form term (5 free days) 98,99 % - 95,0% 10 days added to the Customer’s current Order Form term (10 free days) Lower than 95,0% 20 days added to the Customer’s current Order Form term (20 free days)
10.5. Unless the Customer chooses different parameters for back-ups in the Services (including scope and timing), Keepit’s po...
Service Level Agreement (SLA). 14.1 Bfiber’s SLAs guarantee additional security to your servers, and are particularly valuable for businesses that demand the highest levels of performance and uptime for their applications and websites.
14.2 When you entrust your service to Bfiber, we take it seriously. All bare dedicated servers are protected with a Basic Service Level Agreement, insuring the following key components at no additional cost: 8 Hardware checks, including memory, processor, and hard drives 8 Replacement of broken hardware 8 Return of hardware to its original provisioned setup, including OS 8 Root password reset and boot loader repair 8 Correction of network stack issues to restore connectivity
Service Level Agreement (SLA). 28.1 The Goods should be maintained in 100% perfect working condition.
28.2 The Second Party shall rectify the fault (s) relating to equipment within 6 hours from the time of lodgement of complaint. In default thereof, the First Party shall have the right to impose liquidated damages, at the rate of 2% per day of the defaulted services or uncompleted works of the relevant equipment till the rectification of the fault as per the end user satisfaction. The amount shall be deducted from the relevant/ subsequent half yearly AMC amount.
28.3 In case, any of the goods is down for more than 72 hours continuously and the Second Party fails to rectify the fault (s) even after 72 hours, the First Party shall have the right to impose liquidated damages, at the rate of 4 % per day of the defaulted services or uncompleted works of the relevant equipment, for the entire period the equipments were down, till the rectification of the fault as per the end user satisfaction. The amount shall be deducted from the relevant/ subsequent half yearly AMC amount. In addition, if any of the goods is down for more than 72 hours continuously, at any of the site of the First Party, the Second Party shall provide a compatible back-up unit with similar configuration at its own cost in the same place or at a place nearest to the site of First Party. If the Second Party fails to provide such back-up unit(s), as required by the First Party, the First Party shall have the right to hire the required goods from a Third Party and in that case the cost of hiring shall not exceed 10% of the differential cost when it directly attributable to the Second Party. Also the Second Party shall ensure that the Goods shall not remain down for more than 15 days continuously.
28.4 If, however, the Goods remain down for more than 15 days continuously due to goods malfunctions, then, in addition to the measures mentioned in Clauses 28.2 and 28.3 above and 28.5 below, the First Party shall have the right to impose liquidated damages, at the rate of 5 % per day of the AMC value of the relevant equipment, for the entire period for which the Goods is/ are down, deductible from the Annual Maintenance Fees payable to the Second Party for the relevant quarter/ subsequent quarter.
28.5 The liquidated damages, imposed in accordance with Clauses 28.2, 28.3 and 28.4 shall, however, not exceed 10% of the defaulted services or uncompleted services only when it is directly attributable to the Second Party.
28.6 If any of t...
Service Level Agreement (SLA). 5.1. GT Media World, LLC's Service Level Agreement sets out the performance you can expect from us. To the maximum extent applicable under national law and without affecting your rights as a Consumer, this SLA is your sole and exclusive remedy for downtime, or any network, software, hardware or Equipment failure.
