Service Level Agreements Slas a) Successful Respondent will comply with the performance criteria outlined in this Exhibit C.
b) For each Service, Successful Respondent and DIR have agreed on acceptable SLAs and acceptable Credits associated with failure to deliver on each SLA, as set forth in Service Level Agreement (SLA) Plan. Successful Respondent will provide continuous improvement of the SLAs over the life of the CTSA. DIR and the Successful Respondent will review all of the SLAs on an annual basis.
c) All proposed plans and mechanisms to be used for reporting shall be subject to approval by DIR, and all approved SLAs will be governed by the CTSA, as well as any special provisions agreed upon by DIR, Customer, and the Successful Respondent with respect to each SLA and/or CSA.
Service Level Agreements Slas. SLAs exist between the PA eHealth and its technology vendors. These SLAs are designed to ensure the P3N and PHG Services are available to CPs, and cover areas such as network availability, response time, Data availability, Service restoration, continuous monitoring, help desk metrics, and maintenance windows.
Service Level Agreements Slas. Authorized Users will be encouraged to enter into formal written Service Level Agreements (SLAs) with the Contractor prior to placing orders for Product under this Contract, particularly for mission critical, high availability systems. It will be further recommended that the purchase order specifically reference the SLA. The SLA will serve, at a minimum, the following important functions:
a) Defines the services that the Contractor will provide, assigns priorities to these services, and establishes baseline standards, responsibilities, and commitments.
b) Becomes the basis for performance measurement reporting and provides the opportunity to identify potential service level improvements. The SLA may be viewed as a “living” document and should be periodically reviewed and changed based upon mutual agreement to better-fit then current business requirements. At a minimum SLA's may include the following sections:
1. Scope Of Services
2. Delivery and Acceptance Timeframes and Procedures
3. Time Commitments & Prioritization of Services 4. Preventive and Corrective Maintenance Activities
Service Level Agreements Slas. The SLRs for each of the following SLAs represent minimum service levels required across all Service Towers. ACS must consistently meet or exceed such SLRs. Confidential Information Page 29 August 1, 2009 Schedule 2A—Cross-Functional Services SOW Definition Time to resolve following responses to different Incident priority classifications. Each Service Tower Schedule categorizes Incidents according to the Incident Resolution priorities listed below. Service Tower Incident categorizations are referenced in the Service Environment section of each Service Tower Schedule. Priority Level 1 Time to resolve [***] [***] Priority Level 2 Time to resolve [***] [***] Priority Level 3 Time to resolve [***] [***] Priority Level 4 Time to resolve [***] [***] Root Cause Analysis for Priority Xxxxx 0 and Priority Level 2 Incidents Time to report [***] [***] Formula As provided in the Spec Sheet Measurement Interval As provided in the Spec Sheet Measurement Tool As provided in the Spec Sheet
Service Level Agreements Slas. The intent of this section is to provide the End Users, CDCR Authorized Staff and Prime Contractor with requirements that define and assist in the management of the CTS Service Level Agreements (SLAs). This section identifies and explains the required SLAs for the business and technical requirements. The Prime Contractor’s services include everything from the planning and installation of the on-site CTS to the ‘back-end’ systems that manage, control and support each of the components that make up the complete CTS. This section defines performance objectives, measurement processes, and Rights and Remedies.
Service Level Agreements Slas a. Digital Sandbox will assign a Severity Level to all defects identified within the Hosted Services by Customer’s Administrator(s) or Affiliate Governmental Entity Administrator(s), or Digital Sandbox and provide the respective response for the issue.
b. Digital Sandbox will communicate the Severity Level assignment and action plan for the defect based on the timeline below. Severity Level Type Response 1 Issues related to the Licensed Software and/or Hosted Services that are of such criticality that an emergency fix is required. An issue is assigned this severity if one or more of the following conditions exist: • A critical component or program stops functioning, effectively halting the operation of the Licensed Software and/or Hosted Services. • There is no reasonable workaround. Priority commitment from Digital Sandbox to commence working on a solution within 5 Business Days. 2 Issues related to the Licensed Software and/or Hosted Services that significantly impacts the operations of the Customer, resulting in a significant loss of productivity and the need for a manual workaround. Action Plan within 2 business days. Priority Commitment to commence working on a solution within 14 business days. 3 Issues related to the Licensed Software and/or Hosted Services that cause intermittent operational problems resulting in some lost productivity for the Customer and the need for manual workarounds. Digital Sandbox will deliver a release in a future update or upgrade to is Hosted Services 4 Issues related to the Licensed Software and/or Hosted Services that are primarily of a functional character that enhance the product, yet are not fundamental to the original business requirements. Time and resources permitting Digital Sandbox will deliver a solution in a future Patch or Version.
Service Level Agreements Slas. 1.1. Penalty Calculation
1.1.1. Applicable penalty and Amount at Risk
Service Level Agreements Slas. 11.1 The Service Provider guarantees the service will be available at least 99.9% of the time. The specific service level agreement details will be defined in the call-off contract.
11.2 Maintenance schedules will be communicated to the Customer in advance, with downtime minimized during peak usage times.
Service Level Agreements Slas. 13.1 The Company aims to respond to all client communications within 24 business hours.
13.2 If a Client needs to replace a VA, they must provide a minimum of two weeks' written notice for the VA being replaced. The Client must allow the Company up to 28 days to provide a replacement VA for every 5 VAs requested.
13.3 Once a new VA is requested, it cannot be cancelled as the Company needs time to hire and train new VAs.
13.4 The Client may be required to complete a client setup form. The Company may take 28 days to provide a VA and for multiple VAs, the timeframe is as stated in clause 13.2, although the Company will endeavour to do this much sooner if possible.
Service Level Agreements Slas. A. The Contractor will be held accountable to meet the requirements and the service level requirements established in this Contract.
B. The City reserves the right to reconsider or amend SLA amounts.
C. Service Level Agreements for this Contract will be as follows:
