Common Contracts
1 similar Service Level Agreement (Sla) contracts
Appendix M Service Level Agreement (SLA)Service Level Agreement (Sla) • October 22nd, 2020
Uptime >= 99.9% during core hours, defined as Monday through Sunday 6:00 A.M. to midnight P.M. Eastern Time (EST or EDT as applicable) >= 95.0% during non-core hours, defined as anytime outside of core hours System shall be available twenty-four (24) hours a day seven (7) days a week. “Uptime” shall mean the time the system is available and not experiencing downtime. "Downtime" shall mean sustained System unavailability due to the failure of the selected Offeror to provide Service(s) for such period. System unavailability is defined as inability to login to the Solution (this does not include slow performance and/or intermittent system errors). Downtime shall not include any System unavailability during approved scheduled maintenance of the System. = 1 – ((sum of minutes the solution is not available) / (sum of minutes the solution is scheduled to be available)) expressed as a percentage Monthly one (1) month of the cost of Post Implementation Operation, Maintenance
