Service and Service Levels Sample Clauses

The 'Service and Service Levels' clause defines the specific services to be provided under the agreement and sets measurable standards for their performance. It typically outlines the scope of services, expected response times, uptime guarantees, and remedies if service levels are not met. By establishing clear expectations and benchmarks, this clause ensures accountability and helps prevent disputes over service quality or performance.
Service and Service Levels. Annex 4 Technical Standards Annex 5 Domain and its specific services and service levels
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Service and Service Levels. SERVICES
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Service and Service Levels. EWS (PTY) LTD agrees to provide Support and services to the customer during normal working hours. 8.2.1 The services included in this SLA are those approved jointly by the CUSTOMER and EWS (PTY) LTD as being core support services. These are defined as essential services that meet all or most of the following criteria: 8.2.2 They support the core business of the CUSTOMER; 8.2.3 They are used across the environment of the CUSTOMER and do not require specialised content knowledge; 8.2.4 They need to be reliable and available; 8.2.5 There is significant and potentially material risk to the CUSTOMER if the standards are not monitored, implemented and enforced; 8.2.6 For the most part, they are provided to the CUSTOMER in terms of this Agreement, with exceptions as clearly outlined below. 8.2.7 Accountability of their provision rests with EWS (PTY) LTD, while governance remains with the CUSTOMER.
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Service and Service Levels. SEBATA agrees to provide ICT Support and services to the ICT environment during normal working hours. The services included in this SLA are those approved jointly by the CUSTOMER and SEBATA as being core ICT support services. These are defined as essential ICT services that meet all or most of the following criteria: 3.2.1 They support the core business of the CUSTOMER; 3.2.2 They are used across the environment of the CUSTOMER and do not require specialised content knowledge; 3.2.3 They need to be reliable and available; 3.2.4 There is significant and potentially material risk to the CUSTOMER if the standards are not monitored, implemented and enforced; 3.2.5 For the most part, they are provided to the CUSTOMER in terms of this Agreement, with exceptions as clearly outlined below. 3.2.6 Accountability of their provision rests with SEBATA, while governance remains with the CUSTOMER.
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Service and Service Levels. Annex 4 Technical Standards Annex 5 Regional Domain and its specific Services and Service Levels Annex 6 Change Procedure Annex 7 The PEPPOL-VS Governance Model and Model Agreements With the exception of annex 1 and 5 the text of these annexes should not be changed in any way. However, this does not prevent their translation into different languages. The actually signed agreement may be written in a language other than English. To respect the European scope and openness of the PEPPOL Validation Infrastructure it is recommended that an English language version of the text of the signed agreement is available.
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Related to Service and Service Levels

  • Service Levels All service level requirements will be set forth in Exhibit A (“▇▇▇▇.▇▇▇ Referral Service Level Requirements”). Recipient ▇▇▇▇▇▇ agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the ▇▇▇▇.▇▇▇ Referral Service Level Requirements in effect at the time ▇▇▇▇.▇▇▇ identifies the Referral to Recipient Broker/Agent.

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level Standards In addition to all other requirements in this Agreement, and in accordance with the Best Claims Practices & Estimating Guidelines, Vendor shall use reasonable and good faith efforts to meet the Service Level Standards set forth below.

  • Service Level Agreement 6.1 NCR Voyix will use commercially reasonable efforts to make the Service available to you at or above the Availability Rate set forth at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/support/aloha-sla. If NCR Voyix does not meet the Availability Rate, you are entitled to request a service-level credit subject to the terms of this Agreement. This credit is calculated as a percentage of the monthly recurring bill (or monthly pro rata share of billing, if billing does not occur monthly) for the Service for the month in which the Availability Rate was not met. The Availability Rate is determined by: (a) dividing the total number of valid outage minutes in a calendar month by the total number of minutes in that month; (b) subtracting that quotient from 1.00; (c) multiplying that difference by 100; and (d) rounding that result to two decimal places in accordance with standard rounding conventions. The number of outage minutes per day for a given service is determined by the lesser of the number of outage minutes. 6.2 Unavailability due to other conditions or caused by factors outside of NCR Voyix’s reasonable control will not be included in the calculation of the Availability Rate. Further, the following are expressly excluded from the calculation of the Availability Rate: (a) service unavailability affecting services or application program interfaces that are not used by you; (b) cases where fail-over to another data center is available but not utilized; (c) transient time-outs, required re-tries, or slower-than-normal response caused by factors outside of NCR Voyix’s reasonable control; (d) Scheduled Downtime, including maintenance and upgrades; (e) force majeure; (f) transmission or communications outages outside the NCR Voyix- controlled environment; (g) store-level down-time caused by factors outside of NCR Voyix’s reasonable control; (h) outages attributable to services, hardware, or software not provided by NCR Voyix, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; (i) use of the Service in a manner inconsistent with the documentation for the application program interface or the NCR Voyix Product; (j) your Point of Sale (“POS”) failure or the failure to properly maintain the POS environment, including updating the POS firmware or version of the software running on the POS as recommended by either NCR Voyix, a third-party POS reseller or servicer; and (k) issues related to third party domain name system (“DNS”) errors or failures. 6.3 To obtain a service-level credit, you must submit a claim by contacting NCR Voyix through the website at ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/support/aloha-sla Your failure to provide the claim and other information will disqualify you from receiving a credit. NCR Voyix must receive claims within 60 days from the last day of the impacted month. After that date, claims are considered waived and will be refused. You must be in compliance with the Agreement in order to be eligible for a service-level credit. You may not unilaterally offset for any performance or availability issues any amount owed to NCR Voyix. If multiple Services experience an outage in a given month, the total credit for that month will be the highest credit allowed for any single Service which failed; there is no stacking of credits. 6.4 The remedies set forth in the Section are your sole and exclusive remedies for performance or availability issues affecting the Services, including any failure by NCR Voyix to achieve the Availability Rate.