Service Offerings and Levels Sample Clauses

Service Offerings and Levels. This Service Level Agreement identifies a common operating model VNDLY follows to ensure each Customer receives the Products and Services agreed upon in the applicable Agreement and/or SOW. VNDLY maintains the right to make reasonable updates to the Service Levels set forth herein, upon notice to Customer. Definitions Business Day: Monday through Friday, excluding the following VNDLY observed holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve. Business Hours: 24/5 (Twenty-four hours a day, 5 business days a week) US Eastern Time each Business Day. Customer Administrator: A designated Customer employee that is the primary point of contact between VNDLY and Customer. Customer Support Services or Help Desk: Available 24/7 (24 hours a day, 7 days a week), 365 days per year. Potential incidents can be reported via Customer Support Online Portal or via e-mail. Incident is classified with severity/priority level (outlined below), and outage impact and magnitude of incident is determined. Emergency Maintenance: Periods of time where VNDLY will make the Product unavailable to perform Emergency Maintenance to correct a Severity Level Critical Defect or to recover from an outage. Emergency Maintenance may occur during normal business hours. Customers will be provided as much advanced notice of Emergency Maintenance as commercially possible. Scheduled Daily Maintenance: Product’s scheduled routine maintenance. VNDLY strives to keep the Product up at all times even during application upgrades, but it may be necessary to make the Product unavailable in order to perform maintenance. VNDLY will perform maintenance which requires the Product to be unavailable between the hours of 9:00 P.M. – 12:00 A.M. Eastern Time (Daylight Savings Observed). In the event VNDLY expects the Product to be unavailable for more than thirty (30) minutes, VNDLY will provide Customer with five (5) days’ advance notice. Service Availability: Product will be available to Customer no less than 99.7% (ninety-nine percent and half percent) of the time calculated on monthly basis, based on 24/7 Product availability. The calculation of Service Availability will not include Scheduled Daily Maintenance. Service Credits: Xxxxxxx credited to Customer’s invoice from VNDLY for not meeting an applicable Service and Support Level. Service Levels: Defined in Service Level Matrix; and Response Times and S...
Sample 1
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Service Offerings and Levels. The following criteria have been defined as “Service Levels” and will, without limitation, be one of the criteria used to measure Supplier’s performance under this Agreement. These levels may be updated by JDSU from time to time, upon delivery by JDSU of new service levels. Table 1: Service Level Matrix Category Component Measurement Factor Performance Goal Reporting Period [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***] [***]
Sample 1

Related to Service Offerings and Levels

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Notice and Service During the valid period of this Contract, if Party A changes its information first given in this Contract without notifying Party B in written form, including name of Party A’s legal person, legal representative, domicile and telephone number, all documents that Party B sends to Party A according to Party A’s information given in this Contract shall be deemed as having been served.

  • Performance on Business Days In the event the date on which performance or payment of any obligation of a party required hereunder is other than a Business Day, the time for payment or performance shall automatically be extended to the first Business Day following such date.

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