SERVICE LEVEL GUARANTEES Clause Samples
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SERVICE LEVEL GUARANTEES. 4.1. NLT will provide the service level guarantees set out below (collectively the “Service Level Guarantees”):
4.1.1. NLT shall offer a service level availability of 99.99% per month for each Point-to-Point Connection; and
4.1.2. NLT shall restore any fault within a standard recovery time of six (6) hours.
4.2. If NLT fails to meet the service level availability set out in paragraph 4.1.1 above for a particular month and such failure is solely caused by NLT, its contractors and/or suppliers, NLT shall offer to rebate the RL ten per cent (10%) of the Applicable MRC for each affected Point-to-Point Connection. The calculation of the rebate shall be determined according to the rules set out in Annex 4 of this Agreement.
4.3. If NLT fails to meet the standard recovery time set out in paragraph 4.1.2 above and such failure is solely caused by NLT, its contractors and/or suppliers, NLT shall provide a remedy in the form of a rebate to the RL, and the rebate shall be determined according to the rules set out in Annex 4 of this Agreement.
4.4. A claim by the RL shall be made in writing within thirty (30) Calendar Days of the completion of the relevant calendar month on which the Service Level Guarantees are measured. The amount in respect of any claim shall be paid to the RL in the form of a rebate. The RL acknowledges that a failure to make a claim within the specified timeframes under this paragraph means that the RL waives any entitlement to the relevant rebate. NLT will respond within (30) Calendar Days from the date of claim stating whether the claim by Requesting Licensee: is (a) valid for rebates; or (b) is an invalid claim. Where NLT assessed that the RL’s claim is invalid, NetLink Trust will explain its basis or require the Requesting Licensee to provide additional information. For valid claims submitted within the timeframe, NLT shall provide the rebate in its next invoice.
4.5. If the RL is entitled to a rebate pursuant to the claim made under paragraph 4.4, NLT shall issue a credit note for the amount of the rebate due to the RL within thirty (30) Calendar Days of the date of the RL’s claim.
4.6. The Service Level Guarantees and rebates provided by NLT are of an ex-gratia nature and personal to the Requesting Licensee and are non-transferable.
4.7. Notwithstanding anything in this Agreement, the Service Level Guarantees shall not apply in any of the following circumstances:
(a) fault due to any equipment, wiring and/or cabling owned or operated by the...
SERVICE LEVEL GUARANTEES. 15.1. Service Guarantees: Will be measured on a per unit level basis within each service (i.e. per circuit) with measurement over a monthly interval. These will not be based on a Statewide or network wide average.
15.2. Technical Performance Service Levels: These will be based on service availability, network latency, throughput, etc. Measurement methodology would be specific to each service and technology.
SERVICE LEVEL GUARANTEES. With respect to each Service ordered by Customer and subject to the exclusions specified above, WiLine offers “Network Availability”, “Voice Availability” (collective referred to as “Service Availability”), “Mean Time to Repair (MTTR)”, “Latency”, “Jitter”, and “Packet Loss” Service Level Guarantees as described below. Network Service 99.99% Availability Voice Service 99.99% Availability MTTR 4 Hours Latency 10msec Jitter 2msec Packet Loss 0.001% If the Service Availability, MTTR, Latency, Jitter, or Packet Loss for a particular service fall below the applicable parameters in any given calendar month, Customer shall be eligible to receive a credit for such month in accordance to that described below.
SERVICE LEVEL GUARANTEES. Service Guarantees: Will be measured on a per unit level basis within each service (i.e. per circuit) with measurement over a monthly interval. These will not be based on a statewide or network wide average. Technical Performance Service Levels: These will be based on service availability, network latency, throughput, etc. Measurement methodology would be specific to each service and technology. Service Delivery Performance: These would be based on standard order lead times, service installation and completion dates, testing and documentation provided at service turn-up, formal acceptance testing and verification of service quality, and delivery integrity against order specifications.
SERVICE LEVEL GUARANTEES. 5.1 For the avoidance of doubt, the Service Level Guarantees prescribed in Clause 2 of Schedule 3 will not apply to the provision of NBAP Connections under this Agreement.
SERVICE LEVEL GUARANTEES. 4.1. For the avoidance of doubt, the Service Level Guarantees prescribed in Clause 2 of Schedule 3 of the Approved ICO will apply to the provision of NBAP Connections, save that all references to “Monthly Recurring Charge” shall mean the Applicable MRC set in Annex 3 of this Agreement.
SERVICE LEVEL GUARANTEES. NLT will provide the service level guarantees set out below (collectively the “Service Level Guarantees”):
SERVICE LEVEL GUARANTEES. As further described in Exhibit D, Seller shall guarantee Buyer that it shall provide the Billing Services in a timely and accurate manner. To the extent that Seller does not meet such service levels, the amounts paid by Buyer to Seller pursuant to Section 3.3(c) shall be reduced accordingly, as further described in Exhibit D.
SERVICE LEVEL GUARANTEES. Service Guarantees: Will be measured on a per unit level basis within each service (i.e. per circuit) with measurement over a monthly interval. These will not be based on a Statewide or network wide average. Technical Performance Service Levels: These will be based on service availability, network latency, throughput, etc. Measurement methodology would be specific to each service and technology. Service Delivery Performance: These would be based on standard order lead times, service installation and completion dates, testing and documentation provided at service turn-up, formal acceptance testing and verification of service quality, and delivery integrity against order specifications. Operational Performance Service Levels: These would be based on performance of Mean time to Repair (MTTR) and Mean time Between Failures (based on analysis of trouble tickets) as well as overall problem responsiveness, escalation, and service monitoring. Invoice Services Levels: These should be based on billing timeliness, accuracy and completeness as well as timely billing corrections and adjustments. Reporting Requirements: Ensure compliance with monthly reporting requirements including technical performance requirements, service delivery requirements, operational requirements, and billing performance. Initial Service Performance Validation (Probationary Period): For a fixed time period at the beginning of the contract term for each service, performance will be verified against the SLA requirements. The Service Provider shall be considered in breach of the contract if the agreed upon performance criteria are not met. After the initial validation period, material or frequent violation of the contract service level guarantees must allow for contract termination by the State without further liability.
SERVICE LEVEL GUARANTEES. 8.1. Graph shall perform the Services and provide the Deliverables with reasonable due care, skill and diligence, and in accordance with generally accepted industry standards and practices and any additional standards as agreed between the parties in writing throughout the course of the project.
8.2. All guarantees or assurances as to project timelines, service level and response times are subject to Graph receiving full co-operation from Customer and, in keeping to such guarantees or assurances, Graph shall use reasonable endeavours to deliver the Services.
8.3. Where Graph specifies that a particular member of staff be dedicated to work for Customer, Graph may due to a reasonable business need such as personal illness, staff shortage, business restructuring or any other reason allocate a replacement member of staff to Customer subject that the replacement member of staff possesses a sufficient level of experience or technical knowledge to provide an equivalent level of service to Customer. Graph will inform Customer of such a change within five working days of such a change being made.
8.4. Graph shall, and shall procure that its subcontractors, consultants and employees shall, comply with all of the policies and procedures in place from time to time at the Customer’s premises and shall also comply with all reasonable standards of safety in force at the premises where the Services are provided and report to the Customer any unsafe working conditions or practices.