SERVICE LEVEL DESCRIPTION. The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.
SERVICE LEVEL DESCRIPTION. (a) PBC will provide at its option either repair or replacement services for the Covered Equipment during the Initial Service Term or any Renewal Service Term (each term as defined in Section
SERVICE LEVEL DESCRIPTION. (a) PBC will provide at its option either repair or replacement services for the Covered Equipment during the Initial Service Term or any Renewal Service Term (each term as defined in Section 21) (the “Service Term”). You are also entitled to: (i) the replacement of printheads for Covered Equipment without additional charge, except for printheads which need to be replaced as a result of any Excluded Circumstance, and except for integrated printhead/ink cartridges; and (ii) two preventative maintenance service calls per calendar year. PBC will notify you when preventative maintenance is due or you can request preventative maintenance service. If your Covered Equipment needs repair, PBC may provide repair by remote access, diagnostics and service and/or by on-site repair service. Repair service is provided only for damage resulting from normal wear and tear. Repair service may include the use of new, reconditioned, or remanufactured parts and assemblies. PBC will provide parts or assemblies for discontinued equipment (or equipment not marketed as new) only if available. If PBC deems it necessary, PBC will dispatch a service technician to arrive at your location for on-site service. You won’t incur hourly charges unless service is performed outside Normal Working Hours, which will be done only with your consent. “
SERVICE LEVEL DESCRIPTION. The following Service Level Agreement (SLA) applies to the DNS Service: Service Level Description SLA Global DNS Safeguard availability 99.999%
SERVICE LEVEL DESCRIPTION. The Service Level Description (“SLD”) for the Services may be found at xxxxx://xxxxxx.xxxx.xx/pdf/sld.pdf, as amended from time to time.
SERVICE LEVEL DESCRIPTION. The following is a description of the Service Level that will be provided. A more detailed description of each Service component is provided in clause 6 below.
SERVICE LEVEL DESCRIPTION. Critical The incident reported has profoundly serious consequences for normal business processes or IT processes related to core business processes, and urgent work cannot be performed. This is generally caused by the following circumstances: • the PRD system is completely down • the imminent go-live or upgrade is jeopardized • the core business processes of customer are seriously affected • a workaround is not available • the incident requires immediate processing because the malfunction may cause serious losses • no users can log on to the computing system High Normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the system that are required immediately. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow. A large number of users cannot log on to the computing system. Medium Work partially restricted: error after update or error in upgrade package, performance problems, memory bottlenecks, memory dumps with limited impact normal business processes are affected. The problem is caused by incorrect or inoperable functions in the environment. A few users cannot log on to the computing system. Low Errors that do not limit operations, proactive adjustments. The problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the computing environment that are not required daily or are rarely used. One single user or a small group of users is affected. Table 5 Service level agreement description 7 Appendix – SLA Assignment of Managed Systems System / Host / Module Description Status SLA PRD PS productive system PRD SLA 1 - Critical availability QA PS quality assurance QAS SLA 2 - High availability DEV PS development system DEV SLA 3 - Medium availability TST / Sandbox PS sandbox PRD SLA 4 - Low availability VPN Connection to datacenter PRD SLA 1 - Critical availability Table 6 Assignment of managed systems 8 Change Log Version Date Description V1 10-18-2022 Initial version V2 06-05-2023 Updated to split Incident SLA from Availability SLA to aid clarification.
SERVICE LEVEL DESCRIPTION. A. SCENARIO A: Global Crossing POP to Global Crossing POP Both ends of the circuit terminate at a defined Global Crossing POP on the Network. Any third party tail circuit or other connection to Covista's equipment, whether it is located at Covista's premise or a "telehouse", is Covista's responsibility. The demarcation point for Scenario A Level of Service is the Global Crossing Digital Distribution Frame (DDF) for bandwidths lower than OC3 or the Global Crossing Optical Distribution Frame (ODF) for OC3 and higher bandwidths, both of which are located within the Global Crossing POP
SERVICE LEVEL DESCRIPTION. A breach of the Service Level Description may, according to circumstances, be evidence of the Bank's negligence, fraud or willful default in the performance of its obligations under this Agreement or that of a Specified Sub-Custodian but except as set out above, the Service Level Description is not legally binding and no breach of any Service Level Description will give rise to a Loss for which the Bank is responsible.
