Common use of Service Level Commitments Clause in Contracts

Service Level Commitments. Sabre will meet the following Service Level Commitments in connection with its performance under this Work Order: (a) Availability – the System will collectively be Available ***** of the time. For purposes of calculating the Availability of a System, the following metric shall apply: (a) Availability: This Performance Metric is a measure of the time of the System is available to Customer for Productive Use at Sabre’s Data Center (“Availability” or “Available”). It is expressed as a percentage of the Agreed Service Time, during the “Measurement Window” (i.e., a calendar month), for a specific System. The Availability shall be measured in percentage points to ***** decimal places as follows: (b) Agreed Service Time is equal to the total time available in the Measurement Window excluding Routine Downtime. (c) For any period that a System is not Available other than for Routine Downtime (“Unscheduled Outage”), the period of such Unscheduled Outage shall be measured from the point in time when Sabre determines that the Unscheduled Outage began, which shall be the earliest of: (i) the point in time that such Unscheduled Outage is detected by Sabre through its Monitoring System; or (ii) Customer reports such Unscheduled Outage to the Sabre Help Desk; or (iii) any other manner in which Sabre has actual knowledge that the System(s) is not available to Customer (d) The Unscheduled Outage shall end at the point in time which is earlier of: (i) the time Sabre registers in its Monitoring System that the affected System(s) is Available; or (ii) the time Sabre registers traffic from Customer which generates responses from the affected System(s).