Service Level Applicability and Exclusions Clause Samples

Service Level Applicability and Exclusions. 6.1 Service Levels Throughout the Managed Cloud Services Life Cycle The Performance Against Statement of Work Service Level applies throughout the Managed Cloud Services lifecycle. The applicability of, and Oracle’s obligations with respect to the measurement of, Oracle’s performance of the Computer and Administration Services against the Service Levels, and Service Level Credits for the Application Availability and Service Request Resolution Time Service Levels, during the three phases of the Managed Cloud Services life cycle is outlined in the following table. Phase Applicability of Service Levels and Credits for Application Availability and Service Request Resolution Time Service Levels Prior to Production Go-Live Service Levels will not be measured and do not apply prior to Production Go-Live, and Service Level Credits will not be paid to Customer. Stabilization Period Service Levels will be measured and reported during a Stabilization Period, but Service Level Credits will not be paid during such period. Production Service Levels will be measured and reported during the production phase, and Customer’s eligibility to receive Service Level Credits shall be in accordance with the terms of this Schedule.