Service Level Exceptions. This Service Level does not apply to any: (i) On-premises software licensed as part of the Service subscription, or (ii) Internet-based services (excluding Microsoft Cloud App Security) that provide updates via API (application programming interface) to any services licensed as part of the Service subscription. Table of Contents / Definitions Downtime: Any period of time when users’ flows have no connectivity to Microsoft’s Internet gateway.
Service Level Exceptions. In addition to Scheduled Downtime, the Contractor shall not be responsible for a failure to meet any SLR to the extent that such failure is directly caused by any of the following: • Service outages and missed SLRs due to system components owned or controlled by AOC or a Clerk’s Office. • Service outages and missed SLRs due to system components owned or controlled by third-party contractors and other than subcontractors engaged by Contractor. The Contractor will conduct a Root Cause Analysis to determine reasons for outages. • Willful misconduct or violations of law by AOC or third-party contractors, other than subcontractors engaged by Contractor. • Service or resource reductions requested or approved by AOC and agreed to by the parties through a Change Request; provided that, as part of such process, the Contractor has previously notified AOC in writing that the implementation of such Change Request would result in such failure to meet the SLR.
Service Level Exceptions. Any requests for exceptions to defined service levels based on exceptional business needs must be made to UAB IT with a minimum 14-day notice for review, approval, and funding, if necessary. Failure to submit a request for a service exception will mean that the service will not be guaranteed beyond the service levels defined by this SLA. REVIEW PROCESS UAB IT and the UAB Community shall review the SLA at a minimum once per fiscal year to determine if any modifications or amendments are needed to reflect ongoing changes in the business environment and service provider’s services. In lieu of a review during any period specified, the current SLA will remain in effect. The business owner is responsible for facilitating periodic reviews of this SLA. Contents of this SLA may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all relevant parties. The document owner will incorporate all subsequent revisions and obtain mutual agreements or approvals as required. SERVICE OVERVIEW SERVICE DEFINITION Tableau is a business intelligence tool that allows faculty and staff to provide insight through analyzing data and creating visualizations. Tableau can be used to analyze data on a computer. Only data classified as Public and Sensitive can be published to Tableau Server. See UAB’s Data Classification Rule for how data is classified. Tableau has simple drag and drop features in both desktop and online functionality that allow organizations to analyze data and discover insights that can be shared with managers and team members. Tableau Software (Desktop or Server) is available for UAB departments that demonstrate a valid business need. SERVICE FEATURES Basic services provide: • Business Intelligence Data connections to Tableau Server from data sources • Transforming data • Visualization of data Services provided are based on the customer’s license. Please see the following list of licenses and a brief summary of the services provided: • Tableau Creator if publishing visualizations to the server or preparing data with direct connections and full data transformation capabilities • Tableau Explorer (can publish) for governed authoring and data exploration capabilities • Tableau Explorer for managing content they have built or have been given permissions to edit. • Tableau Viewer to view and interact with published visualizations and dashboards SERVICE REQUESTS AND TRANSACTIONS Tableau Desktop Software can be obtain...
Service Level Exceptions. The Service Levels and Service Credits are applicable to your use of the Basic and Standard Notification Hubs tiers. The Free Notification Hubs tier is not covered by this SLA. Table of Contents / Definitions Additional Definitions: “Deployment Minutes” is the total number of minutes that a given Queue or Topic has been deployed in Microsoft Azure during a billing month.
Service Level Exceptions. The Licensor will not be responsible for a failure to meet a Service Level to the extent that the failure is directly attributable to any:
a. The Licensee’s hosting infrastructure (including internal network); or
b. Service or resource reduction directed and approved in writing by the Licensee despite written notice from the Licensor that such reductions would result in that failure; or
Service Level Exceptions. In addition to the force majeure and other provisions which excuse or mitigate the Vendor’s obligations under the Agreement, the Vendor shall not be responsible for a failure to meet any service level to the extent that such failure is directly caused by any of the following:
a. Fee reductions will not be in effect for service outages and missed service levels due to system components owned or controlled by NNSA. NNSA and the Vendor will conduct a root cause analysis to determine reasons for outages.
b. Wilful misconduct or violations of law by NNSA or their third-party contractors.
c. Service or resource reductions requested or approved by NNSA and agreed to by the parties through an Amendment; provided that the Vendor has previously notified NNSA in writing, as part of such process, that the implementation of such request would result in such failure to meet the service level.
Service Level Exceptions. In determining the Service Provider’s conformance with the service levels set forth herein, the Service Provider shall be excused from its failure to achieve any service level if such failure is caused by any of the following: (i) the Service Provider does not receive, after proper and timely request, if applicable, proper and timely reporting from the Client, custodians, prime brokers,
Service Level Exceptions. It is expressly understood that Fidelity shall not be liable to Customer to Meet Expectations and no penalty shall be due to Customer in the event that:
7.4.1 problems or system outages occur that are associated with systems or providers not directly contracted by Processing Agent or are out of Fidelity’s control, including, but not limited to, telecommunications or network providers, Internet Service Providers (ISPs), any other third party, or the Internet network backbone; or
7.4.2 problems with tax payments and court ordered payments occur, as Processing Agent has limited ability to research and resolve exceptions relating to such payments; or
7.4.3 Customer breaches or fails to perform its obligations under the Agreement, including but not limited to, failing to provide Customer resources which causes Fidelity and/or Processing Agent to miss the service level; or
7.4.4 any Force Majeure event occurs. ITEM PROCESSING SERVICES SCHEDULE Five (5) years Five (5) years The date that the Services are first installed and available for Customer’s use in a production environment which is signified by Fidelity turning the system over to Fidelity support. This Schedule together with any attachments and/or exhibits hereto, the General Terms and Conditions to be signed concurrently (“General Terms”), and any written modifications thereto signed and agreed to by Fidelity Information Services, Inc. of Maitland, Florida (“Fidelity”) and Solera Bank, N.A. (IO) of Wheat Ridge, Colorado (“Customer”) from time to time hereafter shall be referred to as the “Item Processing Services Agreement” or “Agreement”. This Schedule supersedes and replaces any and all prior agreements between the parties and/or their affiliates, subsidiaries, predecessors, successors, or assigns for the same or similar services as those described in this Schedule. As of the Commencement Date for Services, Fidelity will provide to Customer the Item Processing Services listed on Attachment 1 (“Pricing Attachment”) attached to this Schedule, as more fully described in Fidelity’s then current version of the Fidelity Item Processing Service Documentation.
Service Level Exceptions. Provide a documented process to manage exceptions to the operation of the Utility Systems, Facility and equipment within the applicable Service Levels. This process shall include at least the following items:
1. Notification of proper personnel (Authority and Company management personnel);
2. Categorization of exceptions (i.e. emergency, priority, routine, etc.);
3. Responses to exceptions defined by category;
Service Level Exceptions. Supplier shall be excused from a failure to achieve a Service Level solely to the extent, and during the time, that Supplier is directly precluded from performing that obligation or achieving that Service Level as a result of:
(a) LS&Co.’s (or a LS&Co. Agents’, excluding Supplier and Supplier Agents) failure to perform or delay in performing, its specified and written obligations (for example, obligations that refer directly to LS&Co. in the form of “LS&Co. shall” or directly to a LS&Co. Agent in the form of “LS&Co. Agent shall”) under the Agreement;
(b) Service or Supplier Staff reductions requested by LS&Co. and agreed to by the Parties in accordance with the Contract Change Process; provided, that Supplier has previously notified LS&Co. in writing as part of such Contract Change Process that the implementation of such Service or Supplier Staff reductions would result in such failure to meet the Service Level; EXECUTION VERSION
(c) LS&Co.’s failure to repair Equipment used to provide the Services where: (i) LS&Co. is responsible for such repair; (ii) Supplier has notified LS&Co. of the need to repair the Equipment prior to any Service Level Failure attributable to that Equipment; (iii) Supplier’s ability to maintain the Service Level is directly dependent upon such Equipment; and (iv) LS&Co. has, prior to any Service Level Failure attributable to that Equipment, agreed in writing that the Equipment does not meet the required technical performance requirements;
(d) Services performed during the execution of the Disaster Recovery Plan, the execution of which is in support of a LS&Co.-declared disaster, to the extent that the implementation of the Disaster Recovery Plan prevents Supplier from accessing Systems or Supplier Staff necessary to provide the Services in accordance with the Service Levels; provided that Supplier shall not obtain such relief if the Disaster Recovery Plan is designed to ensure the provision of the Services in accordance with the Service Levels or the implementation of the Disaster Recovery Plan was as a result of an act or omission of Supplier. Supplier shall use all reasonable efforts to continue to perform the affected Services in accordance with the applicable Service Levels in the event of the implementation of the Disaster Recovery Plan;
(e) an LS&Co. Third Party Contractor’s failure to perform, or delay in performing, its specified and written obligations in accordance with the terms of that LS&Co. Third Party Contractor’s agr...
