Common use of Service Level Objectives Clause in Contracts

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. RightNow adheres to the following service objectives: (a) Downtime will not exceed 0.5% in any calendar month. For the purposes of this AppendixAgreement, “Downtime” shall mean any interruption in the provision of hosting services to Customer Licensee attributable to RightNow or a sub- contractor of RightNow, but excluding scheduled interruptions in respect of which Customer Licensee 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 10-20 hours of scheduled maintenance per year.

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 AppendixAgreement, “Downtime” shall mean any interruption in the provision of hosting services to Customer Licensee attributable to RightNow or a sub- contractor of RightNow, but excluding scheduled interruptions in respect of which Customer Licensee 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. 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 10-20 hours of scheduled maintenance per year.