Problem means an unknown underlying cause of one or more Incidents. It becomes a Known Error when the root cause is known and a temporary workaround or permanent alternative has been identified.
Downtime means the Total Minutes in the Month during which the Cloud Service (or Servers for Server Provisioning) does not respond to a request from SAP’s Point of Demarcation for the data center providing the Cloud Service (or Server for Server Provisioning), excluding Excluded Downtime.
Critical Illness or “CI” means Diagnosis of any of the following Covered Conditions which occur directly as a result of illness, and first occur after the Effective Date of Insurance:
Service Level means the standard set forth below by which IBM measures the level of service it provides in this SLA.
Service Levels means the service levels to be met by the Services as referenced in the Contract Letter and set out in the Specification Schedule.
Service Switching Point (SSP) means the telephone Central Office Switch equipped with a Signaling System 7 (SS7) interface.