Service Level Objectives. RightNow adheres to the following service objectives:
(a) Downtime will not exceed 0.5% in any calendar month. For the purposes of this Appendix, “Downtime” shall mean any interruption in the provision of hosting services to Customer attributable to RightNow or a sub- contractor of RightNow, but excluding scheduled interruptions in respect of which Customer has received at least 24 hours notice, and any interruption caused by a widespread or catastrophic failure of the internet, the telephone or the power supply, or by an act of force majeure.
(b) Recovery time of no more than 90 minutes in the event of a system crash.
(c) No more than 20 hours of scheduled maintenance per year.
Service Level Objectives. If RESELLER offers to provide its Customers with support and maintenance that exceeds FAST’s service level objectives as set out in Schedule B hereto FAST will not be obligated to support such service levels unless FAST has agreed to do so in writing. FAST will keep RESELLER informed as to FAST’s schedule for new versions and releases of the Products.
Service Level Objectives. If the total minutes or hours of Product Outages in any month exceed the number of minutes or hours set forth in the table below, Licensee shall be entitled to a Product Credit equal to the percentage of the Product MRC set forth in the following table: Cumulative Duration of Product Outage(s) % of MRC 99.99% 0 to 4 mins. 0% >4 mins. to 4 hrs. 5% >4 hrs. to 8 hrs. 10% >8 hrs. to 12 hrs. 20% >12 hrs. to 16 hrs. 30% >16 hrs. to 24 hrs. 40% >24 hrs. 50%
Service Level Objectives. If the total minutes or hours of Product Outages in any month exceed the number of minutes or hours set forth in the table below, Licensee shall be entitled to a Product Credit equal to the percentage of the Product MRC set forth in the following table: Level A 1 99.9% One Month 0 to 43.2 min. 0% >43.2 min. to 10 hrs. 5% >10 hrs. to 16 hrs. 10% >16 hrs. to 24 hrs. 20% >24 hrs. to 36hrs. 40% > 36 hrs. 50% Level AA 2 99.99% One Month 0 to 4.32 mins. 0% >4.32 min. to 30 min. 5% >30 min, to 1 hr. 10% >1hrs. to 8 hrs. 20% >8 hrs. to 16 hrs. 30% >16 hrs. to 24 hrs. 40% >24 hrs. 50% Level AAA 3 99.999% One Month 0 to 43 secs. 0% > 43secs. to 4 min. 5% >4 min. to 10 min. 10% >10 min. to 2 hrs. 20% >2 hrs to 8 hrs. 40%
Service Level Objectives. These Service Level Objectives (each a “SLO”) set out Rogers’ objective with regards to the Services. Rogers may update these SLOs from time to time without prior notice to you.
Service Level Objectives. Availability. While Customer is receiving the Dell APEX Service, Dell will use commercially reasonable efforts to make the Dell APEX Service available to Customer 24 hours per day, 7 days per week, excluding any Scheduled Downtime, at least 99.5% of the time in any calendar month (“Service SLO”).
Service Level Objectives. We will have four service level objectives for both Prodigy Internet and Prodigy Classic:
1. Site Dial Grade of Service (SDGS) objective of P.01 during the peak or busiest hours of the day (We will use your algorithms in effect as of June 23, 1997 for purposes of measuring the SDGS and Grade of Service);
2. Site System Availability (SSA) objective of 99.5%;
3. Overall System Availability (OSA) objective of 99.5%; and
4. Transit Delay (TD) objective average of 100 milliseconds or less 95% of the time and 150 milliseconds or less 99% of the time, however, TD objective average for Alaska and Hawaii is 300 milliseconds. (We will use your algorithms in effect as of June 23, 1997 for purposes of measuring the TD and Grade of Service)
Service Level Objectives. After Licensee has identified an alleged Bug and the associated Priority Level, Sqrrl will:
(i) Exercise its commercially reasonable efforts in responding to Licensee’s request for technical support and assign technical support resources in accordance with the response times shown in the tables below;
(ii) Maintain telephone contact providing progress reports in accordance with the response times show in the table below; thereafter, Sqrrl will maintain contact with Licensee as appropriate pursuant to the mutually agreed upon requirements. 1 Once per business day or as requested by Licensee 2 Once per business day 3 Weekly 4 Upon resolution
Service Level Objectives. Although Outage Credits are provided as set forth above, Lackawanna County’s objective is to provide Tier-2 Service that meets the following SLO. Lackawanna County shall have no liability for its failure to achieve this objective.
a. Mean Time to Restore (“MTTR”). MTTR is Lackawanna County’s objective to restore DIA Service and resume availability within the time periods set forth in this Section 2.
Service Level Objectives. Although Outage Credits are provided as set forth below, NAN objective is to provide NAN Hosted VOIP Services that meet the following SLO. Except as specifically set forth in this SLA, NAN shall have no liability for its failure to achieve this objective.
a. Mean Time to Restore ("MTTR"). MTTR objective shall be the average time required to restore NAN Connect Service and resume availability when measured in a one-month (720 hour) period. The time is measured from the moment the Outage is reported until the latter of (i) restoration of the first fiber on a cable cut or (ii) equipment is repaired and NAN Hosted VOIP Services are available. NAN has an objective of repairing network equipment within an average of two (2) hours and restoring a fiber or cable cut within an average of four (4) hours. NAN's objective is to coordinate repair efforts on equipment or cable cuts with underlying carriers when NAN first becomes aware of the problem, or when notified by Customer and Customer has released all or part of the NAN Hosted Network Services for testing.
