Service Level Standard. Services shall be available to Authorized Users for normal use 100% of the Scheduled Uptime.
i. Calculation: (Actual Uptime / Scheduled Uptime) * 100 = Percentage Uptime (as calculated by rounding to the second decimal point)
ii. Performance Credit.
Service Level Standard. Problems shall be confirmed as received by vendor 100% of the time each reporting month, in accordance with the request response time associated with the problem severity level.
Service Level Standard. Problems shall be resolved by vendor 100% of the time each reporting month, in accordance with the request resolution time associated with the problem severity level.
Service Level Standard. Problems shall be confirmed as received by Contractor 100% of the time each reporting month, in accordance with the Request Response Time associated with the SaaS Severity Level.
Service Level Standard. Services will be available to Authorized Users for normal use 100% of the Scheduled Uptime.
Service Level Standard. Transactions will have a response time of 5 seconds or less 100% of the time each reporting month during the periods for which the services are available.
Service Level Standard. Problems shall be confirmed as received by Contractor 100% of the time each reporting month, in accordance with the Request Response Time associated with the SaaS Severity Level.
i. Calculation. ((Total Problems – Total Problems failing Standard) / Total Problems) * 100 = Percentage Problem Response (as calculated by rounding to the second decimal point). Note: This Calculation must be completed for each SaaS Severity Level.
ii. Performance Credit.
1) SaaS Severity Level 1 – 2.
i) Where Percentage Problem Response is greater than 99.9%: No Performance Credit will be due to City.
ii) Where Percentage Problem Response is equal to or less than 99%: City shall be due a Performance Credit in the amount of 20% of the Services Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Problem Response.
2) SaaS Severity Level 3 – 4.
i) Where Percentage Problem Response is greater than 99.9%: No Performance Credit will be due to City.
ii) Where Percentage Problem Response is equal to or less than 99%: City shall be due a Performance Credit in the amount of 20% of the Services Fees (as calculated on a monthly basis for the reporting month) for each full 1% reduction in Percentage Problem Response.
Service Level Standard. Data shall be provided or restored by vendor 100% of the time each reporting month, within 7 calendar days from date of delivery of request.
Service Level Standard. Authorized Users as identified by Subscriber and as surveyed on an annual basis, shall be completely (100%) satisfied with the Services.
Service Level Standard. (i) In accordance with the terms of the Agreement, SearchStax agrees to comply with the minimum expected performance standards set forth in this service level agreement. SearchStax will meet the below service performance standards when providing services to Customer or other entity as designate under the Agreement. Service Availability Percentage N/A 99.5% 99.9% 99.95% Technical Support Description. SearchStax will provide to Customer email support (“Technical Support”) based on the following coverage: Support Coverage Americas Monday-Friday 9:00am – 5:00pm PST Americas Monday-Friday 8:00am ET – 8:00pm EST 24x7x365 Europe Monday-Friday 8:00am CET – 6:00pm CET Australia and Asia Pacific Monday-Friday 8:00am AEST – 6:00pm AEST Technical Support will include any research and resolution activity performed by SearchStax.
