Common use of Service Level Reporting Clause in Contracts

Service Level Reporting. SAP shall track and report to Customer the Service Levels set forth herein in a monthly summary report. 4.1. Customer must notify SAP of any claims for any Service Credits within one (1) month after receipt of the monthly System Availability report by filing a support ticket with SAP. 4.2. In the event that one or more of the Services Levels set forth herein are not met, Customer may notify the SAP Account Manager and request to analyze Service Levels metric statistics based on the monthly summary report provided by SAP. 4.3. SAP will then promptly (i) determine the root cause or possible root cause of the failure (if known) to meet the Service Level, and (ii) unless failure is excused, develop a corrective action plan, and submit such plan to Customer for written approval (which will not be unreasonably withheld or delayed) and, following Customer’s written approval implement the plan in a reasonable period of time (and in accordance with any agreed timescales). 4.4. If applicable, SAP will provide the specific Service Credit as described in Section 5 below. 4.5. SAP will be relieved of its obligation to pay applicable Service Credits and will not be in breach of the Service Level where the root cause analysis (as reasonably performed by SAP) indicates the failure to meet the relevant Service Level was caused by the Customer and shall therefore be treated as Excluded Downtime. In the event that Customer disagrees with the root cause analysis, the parties will discuss the root cause analysis.

Service Level Reporting. SAP shall track and report to Customer the Service Levels set forth herein in a monthly summary report. 4.1. (b) Customer must notify SAP of any claims for any Service Credits within one (1) month after receipt of the monthly System Availability report by filing a support ticket with SAP. 4.2. (c) In the event that one or more of the Services Levels set forth herein are not met, Customer may notify the SAP Account Manager and request to analyze analyse Service Levels metric statistics based on the monthly summary report provided by SAP. 4.3. (d) SAP will then promptly (i) determine the root cause or possible root cause of the failure (if known) to meet the Service Level, and (ii) unless failure is excused, develop a corrective action plan, and submit such plan to Customer for written approval (which will not be unreasonably withheld or delayed) and, following Customer’s written approval implement the plan in a reasonable period of time (and in accordance with any agreed timescales). 4.4. (e) If applicable, SAP will provide the specific Service Credit as described in Section 5 below. 4.5. (f) SAP will be relieved of its obligation to pay applicable Service Credits and will not be in breach of the Service Level where the root cause analysis (as reasonably performed by SAP) indicates the failure to meet the relevant Service Level was caused by the Customer and shall therefore be treated as Excluded Downtime. In the event that Customer disagrees with the root cause analysis, the parties will discuss the root cause analysis.

Service Level Reporting. SAP shall track and report to Customer the Service Levels set forth herein in a monthly summary report. 4.1. (a) Customer must notify SAP of any claims for any Service Credits within one (1) month after receipt of the monthly System Availability report by filing a support ticket with SAP. 4.2. (b) In the event that one or more of the Services Levels set forth herein are not met, Customer may notify the SAP Account Manager and request to analyze analyse Service Levels metric statistics based on the monthly summary report provided by SAP. 4.3. (c) SAP will then promptly (i) determine the root cause or possible root cause of the failure (if known) to meet the Service Level, and (ii) unless failure is excused, develop a corrective action plan, and submit such plan to Customer for written approval (which will not be unreasonably withheld or delayed) and, following Customer’s written approval implement the plan in a reasonable period of time (and in accordance with any agreed timescales). 4.4. (d) If applicable, SAP will provide the specific Service Credit as described in Section 5 below. 4.5. (e) SAP will be relieved of its obligation to pay applicable Service Credits and will not be in breach of the Service Level where the root cause analysis (as reasonably performed by SAP) indicates the failure to meet the relevant Service Level was caused by the Customer and shall therefore be treated as Excluded Downtime. In the event that Customer disagrees with the root cause analysis, the parties will discuss the root cause analysis.