Common Contracts
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Appendix H Service Level Agreements (SLA)October 24th, 2020
Downtime < 3 consecutive hours "Downtime" shall mean sustained System unavailability due to the failure of the selected Contractor 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, and Services. Total consecutive hours of downtime excluding approved scheduled maintenance Continual one (1) day of Service per incident Incident is defined as any 3 consecutive hour period of Downtime.
