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1 similar Service Level Agreement contracts
SERVICE LEVEL AGREEMENTSService Level Agreement • October 21st, 2013
Key Performance Indicator Penalty 1. Service Level Agreement – System Availability System availability is to be defined as the percentage of possible uptime in a month that the MES environments (including all associated components) are available to users or to perform in a back-up capacity, including all weekends and holidays. Negotiated downtime for system maintenance during off-peak hours is not to be included in the calculation of system availability. Up to 6% of the monthly operating fee, as follows:Any 1 of 6 not met: 1%Any 2 of 6 not met 3%Any 3 of 6 not met: 5%4 or more of 6 not met: 6% Downtime. Downtime is to be defined as the term during which any functionality of the MES is not functioning/available due to hardware, operating system or application program failure. Outages approved by DOM do not count towards downtime. System availability is to be based on the following hours of operation: MES Hours of Operation. MES access is to be available at a minimum 100% of the time
