Common use of Service Level Objectives Clause in Contracts

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. 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 hrs. to 8 hrs. 40%