Common use of Service Level Credit Calculation Clause in Contracts

Service Level Credit Calculation. Upon a Service Level Failure, Contractor will provide the State with the Service Level Credit(s) which shall be calculated as the product of (i) the Service Level Credit percentage allocated by the relevant Service Level set out in Section 54.7 above, multiplied by (ii) the Total Ongoing Services Fee for the month corresponding to the Measurement Period (except with respect to the Availability Service Level for Online Portal, which shall be addressed as set forth below). The foregoing calculation shall be performed for each Service Level Failure occurring in a given month. With respect to the Availability Service Level for Online Portal, the Service Level Credit shall be calculated as a product of (i) the Service Level percentage allocated by the Availability for Online Portal Service Level set out in Section 54.7 above, multiplied by 10% of the Total Ongoing Services Fee. If a single Incident results in the failure of Contractor to meet more than one Service Level, the State shall have the right to select any one of such multiple Service Levels affected by the Incident for which it will be entitled to receive a Service Level Credit; i.e., Notwithstanding and as an exception to the above, in the event of an Incident impacting the Availability Service Level for any Core Functionality, the Service Level Credit will be provided for each Core Functionality experiencing a Service Level Failure.