Service Level Guarantee. 9.1 Our network consists of multiple redundant paths and redundant equipment which enables us to offer 99.9% network availability. This excludes scheduled maintenance, emergency maintenance, DDoS attacks, force majeure and hardware failures within your server.
9.2 We shall use Our reasonable endeavours to make available to You at all times the Server and the Services but We shall not, in any event, be liable for interruptions to the Service or down-time which is beyond our control.
9.3 We are so confident in our infrastructure that we will offer you credit against your account to compensate for any failures on our end to meet this service level. The maximum credit you can claim will not exceed the monthly xxxx for the server or service (pro-rata). We will compensate you with one day of credit for your server or service for every 24 hours of downtime due to network or power.
9.4 You will need to make your claim within 15 days of the failure in question. Your claim must be made by submitting a ticket through your customer portal to our billing department. The ticket must clearly show evidence of outage, date of outage, start time and end time. If a ticket has not been raised to inform us of an outage, we will be unable to process your claim.
9.5 We shall have the right to suspend the Services at any time and for any reason, generally without notice, but if such suspension lasts or is to last for more than 30 days You will be notified of the reason. Our service level guarantee is not applicable under this clause.
Service Level Guarantee. CureMD guarantees to have the Licensee’s access available through internet access 99% of the time in any given month. In the event that the Licensee’s access is not available for 99%, CureMD will credit the following month's Subscription Fee as follows: Such credit shall be retroactive and calculated against 24 hours a day in a calendar month. In order for the Licensee to receive a credit on the Licensee’s account, the Licensee must request such credit within seven (7) days after the Licensee experienced the down time by sending an e-mail to xxxxxxx@xxxxxx.xxx. The body of the message must contain the Licensee’s account number, the dates and times of the unavailability, Licensee identification requested by CureMD and sufficient detail for CureMD to validate the unavailability. Credits will usually be applied within sixty (60) days of the Licensee’s credit request. This Service Level Guarantees and credits are subject to Force Majeure Clause hereof, as well as availability of Software and access capability at the time of outage. This guarantee applies to Licensees in good financial standing with CureMD at the time of a service outage. CureMD retains sole discretionary power when determining whether or not this guarantee has been met. The issuance of credits to the Licensee hereunder shall be the Licensee’s sole and exclusive remedy for any claim and the Licensee hereby waive the right of any action, legal or otherwise, against CureMD by accepting the applicability of the service level credits to any claims the Licensee might have relating to the quality of service hereunder.
Service Level Guarantee a. Service Level Agreement (SLA): One Call Now will guarantee 100% uptime for website, phone and SMS systems using multiple secure COLO facilities and triple redundant hardware systems. One Call Now agrees to have available a minimum of 8,000 phone channels shared among all clients and routed through at least 15 different carriers to deliver maximum volume of voice calls to destination area. One Call Now’s SMS Gateways serve 99.6% of US cell phones handling 3,000 2-way SMS text messages per minute.
b. Fast Delivery Commitment for priority calls:
i) For emergency or lockdown calls, One Call Now will dial all numbers for every student and staff member within 30 minutes for an entire district and 10 minutes for any single school.
ii) For inclement weather delays or closings, One Call now will dial the primary number for every student and staff member within 45 minutes.
iii) All SMS text messages will be sent within ten minutes.
iv) Rural Area Limitations: The local destination telephone company must have sufficient inbound line capacity to handle delivery and routing of calls within Fast Delivery Commitment time frame. One Call Now adjusts call pacing to maximize delivery speed, yet minimize ‘system busy’ or undeliverable calls due to local telephone company capacity limitations. These settings may be reviewed with One Call Now Gold Support technical services team.
c. Failure to meet the Service Level Agreement and Fast Delivery Commitment, upon request from school within ten days of such priority call and examination of One Call Now records, will result in a one-time credit of 5% of the annual service fee to school from One Call Now.
Service Level Guarantee. Attached hereto as Attachment 4-2 is a Service Level Guarantee (“SLG”) applicable to MCI WorldCom domestic ATM Service under this Agreement.
Service Level Guarantee. If the Service Schedule for a Genuity Service ----------------------- provides for a service level guarantee and a remedy for failure to attain such guarantee, then such service level guarantee may be extended to Xxxx Atlantic End Users by Xxxx Atlantic as Xxxx Atlantic's Service Level Guarantee. Except as stated in Section 11.3, the service level guarantee remedy shall be in addition to the remedy set out in Section 11.3.
Service Level Guarantee. Licensor guarantees that it will maintain the following minimum service levels (the “Service Levels”) with respect to the Services:
Service Level Guarantee a Tourplan offers a 99% up-time guarantee for the Tourplan Cloud Platform Services. b Tourplan defines “up-time” as all the time that the Tourplan Cloud Platform Services are available for use as measured by our continuous monitoring system that checks once every minute whether iCom and the database server are functioning. “Up-time” does not include periods where your account with us is not in good standing, namely when any Fee invoices are overdue for payment. c Periods of internet connectivity failure between you and the Tourplan Cloud Platform Services that are beyond our reasonable control are not counted as down-time. For example, if your own Internet Service Provider has a failure which prevents you from connecting to the Tourplan Cloud Platform Services, that is still counted as up-time if the Tourplan Cloud Platform Services is otherwise available for use. d Tourplan is not responsible for problems arising from: the improper use, operation or neglect of either Tourplan NX or the Tourplan Cloud Platform Services the unauthorised modification of Tourplan NX by third parties, combination of Tourplan NX with other software products not approved by Tourplan, or installation or use of Tourplan NX on hardware not meeting our minimum specifications excessive resource consumption caused by activities outside normal usage of the Tourplan Cloud Platform Services, as determined at Tourplan’s discretion Faults external to or outside Tourplan’s reasonable control.
Service Level Guarantee a. Tourplan offers a 99% up-time guarantee for the Tourplan Cloud Platform Services.
b. Tourplan defines “up-time” as all the time that the Tourplan Cloud Platform Services are available for use as measured by our continuous monitoring system that checks once every minute whether iCom and the database server are functioning. Tourplan will have no responsibility for “up-time” during periods where your account with us is not in good standing, for example when any Fee invoices are overdue for payment.
c. Periods of internet connectivity failure between you and the Tourplan Cloud Platform Services that are beyond our reasonable control are not counted as down-time. For example, if your own Internet Service Provider has a failure which prevents you from connecting to the Tourplan Cloud Platform Services, that is still counted as up-time if the Tourplan Cloud Platform Services is otherwise available for use.
d. Tourplan is not responsible for problems arising from: • the improper use, operation or neglect of either Tourplan NX or the Tourplan Cloud Platform Services • the unauthorised modification of Tourplan NX by third parties, combination of Tourplan NX with other software products not approved by Tourplan, or installation or use of Tourplan NX on hardware not meeting our minimum specifications • excessive resource consumption caused by activities outside normal usage of the Tourplan Cloud Platform Services, as determined at Tourplan’s discretion • Faults external to or outside Tourplan’s reasonable control.
Service Level Guarantee a. Tourplan offers a 99% up-time guarantee for the Tourplan Cloud Platform Services.
b. Tourplan defines “up-time” as all the time that the Tourplan Cloud Platform Services are available for use as measured by our continuous monitoring system that checks once every minute whether iCom and the database server are functioning. Tourplan will have no responsibility for “up-time” during periods where your account with us is not in good standing, for example when any Fee invoices are overdue for payment.
c. Periods of internet connectivity failure between you and the Tourplan Cloud Platform Services that are beyond our reasonable control are not counted as down-time. For example, if your own internet service provider has a failure which prevents you from connecting to the Tourplan Cloud Platform Services, that is still counted as up-time if the Tourplan Cloud Platform Services is otherwise available for use.
d. Tourplan is not responsible for problems arising from: • the improper use, operation or neglect of either Tourplan NX or the Tourplan Cloud Platform Services • the unauthorised modification of Tourplan NX by third parties, combination of Tourplan NX with other software products not supplied by Tourplan, or installation or use of Tourplan NX on hardware not meeting our minimum specifications • excessive resource consumption caused by activities outside normal usage of the Tourplan Cloud Platform Services, as determined at Tourplan’s discretion • Faults external to or outside Tourplan’s reasonable control. These too are not counted as down-time.
e. Tourplan may suspend the Tourplan Cloud Platform Services in whole or in part at any time on written notice if:
(i) It is necessary to safeguard the provision or integrity of the Tourplan Cloud Platform Services or the Underlying System;
(ii) The Tourplan Cloud Platform Services or the Underlying System require urgent modification or maintenance;
(iii) Security situations (for example a DoS attack on a server) threaten the stability of the Underlying System; or
(iv) There is or has been unauthorised, unlawful or fraudulent use of the Tourplan Cloud Platform Services or your use of the Tourplan Cloud Platform Services is causing or may potentially cause damage or interference to the Underlying System;
(v) It is necessary to comply with a direction, order or request of any governmental authority or other competent authority; or
(vi) We have a right to suspend the Tourplan Cloud Platform Services under the Agreement...
Service Level Guarantee. (a) Definition: The “Service Level Guarantee” is as follows: Uptime of not less than 99.5% during each month during the term of this Agreement. The Service Level Guarantee will apply commencing the first day of the first complete month during the term of this Agreement.
