Service Level Terms. We will provide the Services in accordance with the service level terms set forth at xxxxx://xxx.xxxxxxxxxxxx.xxx/terms_files/Ex_A-Enterprise-SLA-Service-Availability.pdf (individually or collectively, the “Service Level Terms”), and any remedies for failure to comply with such standards are set forth therein.
Service Level Terms. (a) Availability. (i.) Formula. ANSYS will use commercially reasonable efforts to make the Services, subject to the exceptions listed below, be available 90% of the time during each calendar month during the Subscription Term (referred to herein as the “Availability Commitment”). The availability of the Services for a given month will be calculated according to the following formula (referred to herein as the “Availability”): Where: Total minutes in the month = TMM Total minutes in the month the Services are unavailable = TMU And: ((TMM-TMU) X 100)/TMM
Service Level Terms. Groupware shall guarantee uptime and provide support for the Hosting Services as set forth in Exhibit A, Schedule 2.
Service Level Terms. Wowrack guarantees that the Services will be provided in accordance with the Wowrack’s then-current SLA, as the same is posted on xxx.xxxxxxx.xxx from time to time.
Service Level Terms. The Services shall be available 99.9%, measured monthly, excluding scheduled maintenance. If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond Company’s control will also be excluded from any such calculation. Company’s blocking of data communications or other Service in accordance with its policies shall not be deemed to be a failure of Company to provide adequate service levels under this Agreement. Customer's sole and exclusive remedy, and Company's entire liability, in connection with Service availability shall be that for each period of downtime lasting longer than 15 minutes, Company will credit Customer 5% of Service fees for each period of 15 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as Customer (with notice to Company) recognizes that downtime is taking place, and continues until the availability of the Services is restored. To receive a Service Credit for the Services, Customer must submit a written request to Company through the xxxxxxx@xxxxxxx.xxx email address within thirty (30) days from the last day of the calendar month in which Customer claims Company failed to meet or exceed the service level commitment. Company will only apply a credit to the month in which the incident occurred.
Service Level Terms. If you are a Free User, SuperAnnotate provides no assurances or remedies related to service availability or performance. If you desire service level commitments, please register for a Pro User account. EXHIBIT B Support Terms
Service Level Terms. Table 1 INCIDENT URGENCY LEVELS AND SERVICE WINDOWS Incident urgency level Remark Fulfils all criteria below: Response time Start Diagnosis Start Diagnosis 24 x 7 hours Start Resolution (full or limited support) Level 1 / Standstill / P1 The highest urgency level; only assigned in very exceptional circumstances; to be reported by phone. The Software is seriously disrupted, with the majority of workstations using the Software are down 15 minutes 15 minutes 15 minutes Within 4 hours There is limited functionality of the Software, rendering Customer incapable of fulfilling important internal needs in the short term The Support Desk is unable to offer a workaround (or partial workaround) to resolve the problem completely or partially within 1 business day Level 2 / Urgent / P2 A midlevel degree of urgency The Software is disrupted at a level to cause inconvenience on a number of workstations but not all workstations 4 hours 2 business days 15 minutes Within 5 business days There is partial limited functionality of the Software, but the Customer is still able to fulfil its own needs, and/or Support Desk is able to offer a workaround (or partial workaround) to resolve the problem completely or partially within 3 business days Level 3 / Minor / P3 All Incidents that do not qualify as Level 1/Standstill or Level 2/Urgent 1 business day 5 business days 5 business days 80% within 3 months Table 2 INCIDENT URGENCY LEVELS AND SERVICE WINDOWS PREMIUM SUPPORT Incident urgency level Remark Fulfils all criteria below: Response time Resolution % Resolution time Support Service Credits Level 1 / STANDSTILL/ P1 The highest degree of urgency; only assigned in very exceptional circumstances; to be reported by phone. The Software is seriously disrupted, with the majority of workstations down <15 minutes 90% - 100% < 5 days 0% There is loss of functionality of the Software, rendering the Customer incapable of fulfilling important internal needs in the short term 80% - 89,99% < 5 days 5% The Support Desk is unable to offer a workaround (or partial workaround) to resolve the problem completely or partially within 1 business day <80% < 5 days 10% Level 2 / URGENT / P2 The Software is disrupted at a level to cause inconvenience on a number of workstations but not all workstations < 4 hours =/> 80% < 8 weeks There is partial limited functionality of the Software but the Customer is still able to fulfil its own needs, and/or Support Desk is able to offer a workaround (or partial worka...
Service Level Terms. 3.1. The Direct Fibre Access Service Service Level Terms in the Chorus Reference Offer apply to provision of Voluntary DFAS subject to any modifications, exclusions and clarifications:
Service Level Terms. 4.1. The Bitstream Services - Service Level Terms in the Chorus Reference Offer apply to provision of UFB Handover Bulk Transfer Service subject to any modifications, exclusions and clarifications:
Service Level Terms. 4.1 Clause 1 of Appendix 1 of the Direct Fibre Access Service – Service Level Terms does not apply to the provisioning of the WSNB Dark Fibre Service and is replaced with the following service levels, which shall be treated as Core Service Levels for the WSNB Dark Fibre Service:
