Common Contracts
1 similar null contracts
Appendix M Service Level Agreement (SLA)October 14th, 2020
Uptime >= 99.9% during core hours, defined as Monday through Friday 7:00 A.M. to 8:00 P.M. Eastern Time (EST or EDT as applicable) 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 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. = 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 and Support per incident Incident is defined as any failure to meet the e
