Common use of Service Level Agreement (SLA) Clause in Contracts

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;