Service Levels and Credits. Service levels and credits are governed by the Service Level Agreement.
Service Levels and Credits. Service Levels are any agreed minimum level of service to be achieved by BT as set out in this section 5. Service Credits are any agreed remedy for BT’s failure to meet a Service Level as more fully described in this section 5. The Reporting Period is monthly. Downtime is the period of time which a qualifying priority 1 Incident(s) exists.
5.1 Service Availability Service Level
Service Levels and Credits a) The Company shall perform the Services during the hours of cover and within the response or fix period (“SLA”) as specified against each item of the Equipment on the Schedule. Each SLA shall be broken down as follows:
(1) the hours of cover: (A) Mon-Fri, 09:00-17:30, on Business Days, (B) Mon-Fri, 08:00-19:00 on Business Days, or (D) 24 x 7, 365 days a year; and
(2) the applicable period for response as described in Clause 3 c) (the “Response Time”): (2) two hours, (4) four hours, or (8) eight hours; or
(3) the applicable period for a fix as described in Clause 3 d) (the “Fix Time”): (2) two hours, (4) four hours, (6) six hours, or (8) eight hours.
b) For the avoidance of doubt, where a corrective maintenance action other than the onsite presence of a service engineer is agreed pursuant to Clause 3, the applicable Response Time or Fix measure shall not apply to the Services for that Incident.
c) The Company and shall provide a Service Credit to the Customer to be used against the next invoice issued by the Company against any item of Equipment for which the Fix Time is not achieved following complete Equipment failure. The amount of a Service Credit shall be equivalent to eight (8) percent of the annual Service Charge for the item of Equipment that failed. There is no limit to the number of Service Credits that may be paid to the Customer in any year of the Agreement. For the avoidance of doubt, Service Credits are not available for any items of Equipment with a Response Time only SLA.
Service Levels and Credits. 5.1 The Contractor shall comply with the Minimum Service Levels set out in Schedule 5 (Service Levels and Service Credits).
Service Levels and Credits. 3.1 Relish shall use reasonable endeavours to maintain an annual DBI Service availability of 99.99%.
3.2 Subject to these Additional Terms, the Customer shall be eligible to claim a Service Credit for Service Failures that extend beyond one (1) hour (the “SLA”). The Service Credit will be provided to the Customer for eligible claims as follows:
a. For every additional hour of Service Failure over the SLA, one (1) day’s rental charge will be credited to the Customer. Provided always that Service Credits will be capped at ten (10) hours per quarter being, ten (10) days of rental charge Service Credits.
b. When calculating Service Credits Relish shall round up, or down, the Service Failure SLA to the nearest hour as appropriate.
Service Levels and Credits. (a) If, during a calendar month, the Uptime Percentage (as defined above, see also Uptime and Excluded Events definitions above) of an eligible Service is less than 99.9% with respect to a Service, then Customer may receive a Credit equal to five percent (5%) of the monthly Fees for that Service applied for the subsequent calendar month. Service Levels and Credits are prorated for partial billing months.
(b) In order to be eligible to submit a Service Level Claim with respect to any Incident, Customer must first have notified Crane Support of the Incident within five (5) business days following the Incident.
(c) To submit a Service Level Claim, Customer must contact Support and provide notice of its intention to submit a Service Level Claim. Customer must provide to Crane Support all reasonable details regarding the Claim, including but not limited to, detailed descriptions of the Incident(s), the duration of the Incident, and any attempts made by Customer to resolve the Incident.
(d) Customer must submit the Service Level Claim, including sufficient evidence to support the Service Level Claim, by the end of the billing month following the billing month in which the Incident that is the subject of the Service Level Claim occurred. Service Level Claims not submitted within this time period are waived by Customer.
(e) Crane will use all information reasonably available to it to validate Service Level Claims and will determine in good faith whether the terms of this Section apply to the Service Level Claim and whether Customer is entitled to a Credit.
(f) Crane understands that a Service Level may not be met for more than one Service because of the same Incident and that multiple Service Level Claims may apply.
(g) Service Levels do not apply to any performance or availability disruption or interruption caused by or resulting from an Excluded Event.
(h) Credits are Customer’s sole and exclusive remedy for any violation of this Section 8.4, any Incident, and/or any failure to meet the Service Levels. The Credits awarded in any billing month will not, under any circumstance, exceed Customer’s monthly Fees for the Services affected.
(i) Crane will determine, in its reasonable discretion, Customer’s eligibility for Credits and the amount of Credits awarded pursuant to this Section. Credits will be applied to monthly Fees due from Customer and are not paid as refunds. Customer’s failure to provide a valid Service Level Claim will cause it to be ineligible for a Cr...
Service Levels and Credits. Genesys shall make the Avature Services available in accordance with the service levels set forth on Exhibit C and will comply in all respects with the obligations of performance criteria set forth on Exhibit C including the remedies for failure to meet such service levels and performance criteria. Genesys shall make the Match List Services available in accordance with the service levels set forth on Exhibit E and will comply in all respects with the obligations of performance criteria set forth on Exhibit E including the remedies for failure to meet such service levels and performance criteria.
Service Levels and Credits. 5.1 If Proactis fails to achieve the agreed Service Levels in any relevant three-month period, then service credits will be allocated in accordance with the table below.
5.2 Calculations for the accrual of service credits shall commence from the point at which Proactis has failed to meet the appropriate Service Level and shall apply only during Working Hours.
5.3 Table1 gives the service credits allocated if the per incident call response times and call resolution times are not met and the subsequent elapsed period at which an additional service credit is allocated if the incident has still to be resolved.
5.4 Service Credits shall not be allocated if the incident is a direct consequence of any default of the Licensee or for reasons as otherwise specified in this Schedule. TABLE 1 P1/ Critical 10 1 day P2 / Urgent 5 2 days P3 / Normal 3 2 days P4 / Low 3 3 days P5 N/A N/A
5.5 Where the system is a Hosted System, availability of the Hosted System shall be subject to Service Credits in the event that Proactis fails to achieve the Hosted System availability Service Level in any relevant quarter.
5.6 Where, in the relevant quarter, the Hosted System availability percentage calculated pursuant to paragraph 4.3 is less than ninety-nine-point nine percent (99.9%), a Service Credit shall be calculated so that for each tenth of one percent (0.1%) or part thereof below ninety-nine point nine per cent (99.9%), fifty (50) Service Credits shall be credited.
5.7 All Service Credits shall be calculated over a quarter. Additional Service Credits shall be applied if the condition persists.
5.8 The value of a Service Credit shall be calculated as a percentage of the total service charge for the quarter to which the Service Credit is allocated, increasing at an exponential rate at two (2) break points as set out in Table 2. For the avoidance of doubt, where the number of Service Credits accrued in any quarter is greater than five hundred (500) the value of each Service Credit for that quarter shall be 0.01%.
5.9 The maximum total value of Service Credits accrued during a quarter shall not exceed ten per cent (10%) of the service charge for that quarter. TABLE 2
Service Levels and Credits. Subject to the terms and conditions of this Agreement, Securonix will use commercially reasonable efforts to make the Services available in accordance with the service levels set forth in Exhibit C. Customer acknowledges and agrees that the service levels are performance targets only and any failure of Securonix to meet any service level will not result in any breach of this Agreement or any payment or liability of Securonix to Customer. Customer further acknowledges and agrees that (i) the service credits set forth in Exhibit C are Customer’s sole remedy in the event of Securonix’s failure to meet any service level.
Service Levels and Credits. 4.1 The following levels of service “Service Levels” shall apply:
