Chronic Failure. In all cases, the ‘Client’ has the power to terminate the agreement immediately where the ‘service provider’ chronically fails to deliver the promised ‘services’. "Chronic failure" means that for two consecutive months the ‘service provider’ failed to deliver either (a) the minimum required service level of any of the ‘services’ subject to a service level metric under the agreement or (b) another substantial service required by the agreement, which is not subject to a service level metric. The service level metric under this agreement is as follows: • Application support: Failure to respond within 72 hours to 3 consecutive and different support issues raised by the ‘Client’.
Appears in 3 contracts
Sources: Application Support Agreement, Application Support Service Agreement, Application Support Agreement