System Operation Service Levels Clause Samples

System Operation Service Levels. Riskonnect shall provide the Riskonnect Service to COUNTY under the Agreement so that all of the quantitative measurements set forth in the first column of Table 1 below (each, a “Metric”) satisfy the corresponding specifications set forth in the second column of Table 1 below (each, a “Standard”). If any Metric does not satisfy one or more of its corresponding Standards, then Client will be entitled to receive the corresponding remedy(ies) set forth in the third column of Table 1 (each, a “Remedy”). One (1) Credit = 10% of the prorated annual fees -­‐ prorated for the Measurement Period (One calendar month). For purposes of the Riskonnect Service availability and levels below, unavailability of the Riskonnect Service shall not include scheduled maintenance, emergency maintenance or any other agreed-­‐to scheduled downtime activity. Availability – Percentage of Measurement Intervals that are not Downtime as measured by ▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇. 99.7% + for the period between 7am to 7pm EST, Monday through Friday, of each Measurement Period 99.3% + of each Measurement Period One Credit for each 0.5 percentage points below Standard 90.0% + of any Measurement Period Right of Termination for Deficiency Latency – Longest round trip time between any two points within the Service Network as measured by ▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇. (Excludes client network latency) 3.5 Seconds One credit for each percentage of the Measurement Period 5+ seconds for 10% of Measurement Period Right of Termination for Deficiency Total Credits accumulated during any Measurement Period 20 Credits Right of Termination for Deficiency if not corrected by the end of next Measurement Period Notice of Delayed Resolution. If Riskonnect does not resolve a problem within the Resolution Times listed in Table 2 below, COUNTY shall immediately notify Riskonnect. Riskonnect shall respond immediately with notice that will include: (i) a reasonable explanation for the delay and (ii) a good faith schedule and plan for correction. This notice shall not constitute an excuse or waiver of performance. Riskonnect shall keep County informed of the progress of its efforts to resolve Priority 1 or 2 problems at appropriate intervals or as requested by County.