Standard Service Levels Sample Clauses

Standard Service Levels. Participating States and/or Entities shall negotiate their own Service Level Agreement (SLA) with the Awarded Vendor(s). The SLA, must, at a minimum, adhere to the following requirements:
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Standard Service Levels. Participating States and/or Entities shall negotiate their own Service Level Agreement (SLA) with the Awarded Vendor(s). The SLA, must, at a minimum, adhere to the following requirements: End-User Training An initial, no charge, on-site, one-hour training session for each Device, must be offered by Awarded Vendor(s) for all non-desktop Products in placed at each Purchasing Entity’s location. For drop-shipped or desktop Products, Awarded Vendors must offer an initial, one-hour, no charge, web-based, or on-line training session. If Purchasing Entity elects to exercise the training option, then Awarded Vendor shall provide the training within ten (10) Business Days of Purchasing Entity’s request. Awarded Vendor(s) may offer additional on-site, one-hour training sessions for a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. Awarded Vendor(s) must provide on-site or off-site operational training to designated Purchasing Entity personnel, until the personnel are able to operate the Equipment independently. Pricing for operational training shall be based on a flat rate fee. Additional charges for travel and per diem, if applicable, must be disclosed to the Purchasing Entity prior to Order placement. Awarded Vendor(s) shall provide Product literature, user-manuals, and access to on-line resources, if available, at no charge to the Purchasing Entity. Awarded Vendor shall provide a toll-free end-user technical support number that Purchasing Entities can utilize for everyday minor troubleshooting. A Purchasing Entity must be able to obtain assistance during Normal Business Hours. Awarded Vendor(s) shall provide phone/technical support within two (2) hours of Purchasing Entity’s request for assistance. Preventative Maintenance. Awarded Vendor(s) must perform all Preventative Maintenance Services at the Manufacturer’s suggested intervals, or as specified in an Order. Preventative Maintenance shall not be a requirement on desktop Devices. Equipment Performance Equipment Downtime shall be computed from the time the Awarded Vendor is notified of Equipment failure until the time in which the Equipment is fully operational. Equipment Downtime due to lack of consumable Supplies is not acceptable. Awarded Vendor(s) shall guarantee that the fleet of all Devices for each Purchasing Entity will be operational at least 96% of the time, during Normal Business Hours for Group A, Group B, ...
Sample 1

Related to Standard Service Levels

  • Service Levels All service level requirements will be set forth in Exhibit A (“XXXX.xxx Referral Service Level Requirements”). Recipient Xxxxxx agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the XXXX.xxx Referral Service Level Requirements in effect at the time XXXX.xxx identifies the Referral to Recipient Broker/Agent.

  • 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.

  • Service Level Agreement Subject to the terms and conditions of this Agreement, Bank agrees to perform the custody services provided for under this Agreement in a manner that meets or exceeds any service levels as may be agreed upon by the parties from time to time in a written document that is executed by both parties on or after the date of this Agreement, unless that written document specifically states that it is not contractually binding. For the avoidance of doubt, Bank’s Service Directory shall not be deemed to be such a written document.

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

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