Service Level Specifications Sample Clauses
Service Level Specifications. (a) (i) Standards. The following standards shall apply with respect to Services that are actively being transmitted and are provided entirely on Seller’s Facilities (“Service Level Specifications” or “SLS”): Gold 0.01% Silver 0.05% Bronze 0.10% The Packet Loss Ratios set forth above shall apply for each calendar quarter and is a measurement of the percent of total time that Service is not operative and deemed unavailable to Buyer in accordance with the above specifications when measured over such period. In order to test to determine whether a Service complies with the above standards, Buyer shall be required to request and authorize an intrusive test to be taken of the applicable Service using the testing standards and for a period consistent with Section 3 above; provided an intrusive test shall not be required to the extent that Seller has installed equipment that is capable of monitoring or sampling such performance on an ongoing basis without the need for an intrusive test. The Parties will cooperate on the timing and manner in which any such intrusive test is conducted, taking into consideration the need to minimize the interruption of Buyer’s, its Users’, or Seller’s other customers’ services.
Service Level Specifications. System uptime is defined as the time during which the SmartFind application is working without failure. Downtime is defined as the SmartFind application being unavailable to users via the internet or telephony (excluding mobile) application. eSchool Solutions intends to meet overall uptime targets for the following: • 99.995% of the time during each of the evening and morning callout periods excluding problems due to peering or other user, ISP or browser issues or other interruptions caused by Third Parties not under the Contractor’s Control. • 99.995% the rest of the time, measured monthly, excluding regularly scheduled maintenance and excluding problems due to peering or other user, ISP or browser issues or other interruptions caused by Third Parties not under the Contractor’s Control. System Updates: Performed on a continual and as needed basis. No customer notification of activities associated with updates are provided System Upgrades: Performed on an as needed basis. Customers are notified in the following time periods for minor / major releases. • Minor Release – 3 Calendar Days • Major Release – 30 Calendar Days Maintenance Intervals: All services and/or related components require regularly scheduled maintenance (“Maintenance Window”) in order to meet established service levels. These activities will render systems and/or applications unavailable for normal user interaction on the 1st and 3rd Saturday of each month from 8 am to 12 pm ET. If eSchool Solutions requires an unscheduled maintenance interval, customer support contacts will be notified immediately. Unscheduled Maintenance Windows will be calculated (negatively) into System Uptime metrics. a. SMARTFIND shall provision and make SMARTFIND Software available to Customer during the term of this Agreement; provided, however, Customer acknowledges that SMARTFIND may make the SMARTFIND Software unavailable from time to time to perform maintenance and/or upgrades. In addition, Customer agrees that from time to time the SMARTFIND Software may be unavailable or inoperable due to SMARTFIND Software errors or causes beyond the control of SMARTFIND or which are not reasonably foreseeable by SMARTFIND, including, but not limited to: an act of God; other natural disasters; labor dispute or strike; failure of electrical service; the interruption or failure of telecommunication or digital transmission links; hostile network attacks; network congestion; Customer computer system failures; Customer internet pr...
Service Level Specifications. 8.1 The Contractor shall at all times (except as set out in this Agreement) meet the Service Level Specifications in its provision of the Services.
8.2 Subject to clause 9.21 all Service Level Specifications will be reviewed and where agreed between the parties updated throughout the Term as a result of regular meetings between the parties (as specified in Schedule 7.2 (Contract and Service Management)) and such updated Service Level Specifications shall be incorporated in accordance with the Change Control Procedure. The Service Level Specifications shall also be updated by way of the Change Control Procedure to reflect:
Service Level Specifications. A SLS is a specific SLA and its SLO's to guarantee quality of service to the user
Service Level Specifications. Other than scheduled downtime, Benchmark strives for a high level of system availability above 99%. (“Service Level Specifications”). Benchmark will use commercially reasonable efforts to conform to the Service Level Specifications when accessed and used in accordance with this Agreement. If in a calendar month the Service Level Specifications are not met Benchmark shall credit Client with one month of Fees, to be applied toward the following year’s subscription. Benchmark shall be responsible only for failures to meet the Service Level Specifications due to conditions that are within Benchmark’s reasonable control. In order to obtain a service credit, Client must notify Benchmark in writing of any problem. Client’s sole and exclusive remedy and Benchmark’s sole and exclusive obligation with respect to any breach of the Service Level Specifications is the credit set forth in this Article II.
Service Level Specifications. DPI endeavors to have the OS Site available for access via the internet in any part in the world 99.5% of the time to each Customer. Network downtime (unavailability) shall be defined as the inability of a Customer or OS to access a Customer’s account or a portion thereof. Downtime is measured beginning ten (10) minutes after DPI is notified of the downtime by phone. Reports of network downtime via email or fax are not accepted under the Agreement. DPI’s administrators shall determine the end of the downtime by a trace route to the affected computer.
Service Level Specifications