Service Level Objectives Sample Clauses
The Service Level Objectives clause defines the specific performance standards and targets that a service provider must meet when delivering services. Typically, this clause outlines measurable criteria such as uptime percentages, response times, or resolution times for support requests, and may include methods for monitoring and reporting performance. Its core practical function is to set clear expectations for service quality, thereby ensuring accountability and providing a basis for addressing underperformance or service failures.
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Service Level Objectives. If the total minutes or hours of Product Outages in any month exceed the number of minutes or hours set forth in the table below, Licensee shall be entitled to a Product Credit equal to the percentage of the Product MRC set forth in the following table: Level A 1 99.9% One Month 0 to 43.2 min. 0% >43.2 min. to 10 hrs. 5% >10 hrs. to 16 hrs. 10% >16 hrs. to 24 hrs. 20% >24 hrs. to 36hrs. 40% > 36 hrs. 50% Level AA 2 99.99% One Month 0 to 4.32 mins. 0% >4.32 min. to 30 min. 5% >30 min, to 1 hr. 10% >1hrs. to 8 hrs. 20% >8 hrs. to 16 hrs. 30% >16 hrs. to 24 hrs. 40% >24 hrs. 50% Level AAA 3 99.999% One Month 0 to 43 secs. 0% > 43secs. to 4 min. 5% >4 min. to 10 min. 10% >10 min. to 2 hrs. 20% >2 hrs to 8 hrs. 40%
Service Level Objectives. We will have four service level objectives for both Prodigy Internet and Prodigy Classic:
1. Site Dial Grade of Service (SDGS) objective of P.01 during the peak or busiest hours of the day (We will use your algorithms in effect as of June 23, 1997 for purposes of measuring the SDGS and Grade of Service);
2. Site System Availability (SSA) objective of 99.5%;
3. Overall System Availability (OSA) objective of 99.5%; and
4. Transit Delay (TD) objective average of 100 milliseconds or less 95% of the time and 150 milliseconds or less 99% of the time, however, TD objective average for Alaska and Hawaii is 300 milliseconds. (We will use your algorithms in effect as of June 23, 1997 for purposes of measuring the TD and Grade of Service)
Service Level Objectives. These Service Level Objectives (each a “SLO”) set out Rogers’ objective with regards to the Services. Rogers may update these SLOs from time to time without prior notice to you.
Service Level Objectives. RightNow adheres to the following service objectives:
(a) Downtime will not exceed 0.5% in any calendar month. For the purposes of this Appendix, “Downtime” shall mean any interruption in the provision of hosting services to Customer attributable to RightNow or a sub- contractor of RightNow, but excluding scheduled interruptions in respect of which Customer has received at least 24 hours notice, and any interruption caused by a widespread or catastrophic failure of the internet, the telephone or the power supply, or by an act of force majeure.
(b) Recovery time of no more than 90 minutes in the event of a system crash.
(c) No more than 20 hours of scheduled maintenance per year.
Service Level Objectives. Availability. While Customer is receiving the Dell APEX Service, Dell will use commercially reasonable efforts to make the Dell APEX Service available to Customer 24 hours per day, 7 days per week, excluding any Scheduled Downtime, at least 99.5% of the time in any calendar month (“Service SLO”).
Service Level Objectives. If RESELLER offers to provide its Customers with support and maintenance that exceeds FAST’s service level objectives as set out in Schedule B hereto FAST will not be obligated to support such service levels unless FAST has agreed to do so in writing. FAST will keep RESELLER informed as to FAST’s schedule for new versions and releases of the Products.
Service Level Objectives. After Licensee has identified an alleged Bug and the associated Priority Level, Sqrrl will:
(i) Exercise its commercially reasonable efforts in responding to Licensee’s request for technical support and assign technical support resources in accordance with the response times shown in the tables below;
(ii) Maintain telephone contact providing progress reports in accordance with the response times show in the table below; thereafter, Sqrrl will maintain contact with Licensee as appropriate pursuant to the mutually agreed upon requirements. 1 Once per business day or as requested by Licensee 2 Once per business day 3 Weekly 4 Upon resolution
Service Level Objectives. If the total minutes or hours of Product Outages in any month exceed the number of minutes or hours set forth in the table below, Licensee shall be entitled to a Product Credit equal to the percentage of the Product MRC set forth in the following table: Cumulative Duration of Product Outage(s) % of MRC 99.99% 0 to 4 mins. 0% >4 mins. to 4 hrs. 5% >4 hrs. to 8 hrs. 10% >8 hrs. to 12 hrs. 20% >12 hrs. to 16 hrs. 30% >16 hrs. to 24 hrs. 40% >24 hrs. 50%
Service Level Objectives. The Service Level Objectives (“SLOs”) establish non-binding objectives for the portions of the Services under 31G’s control. 31G will strive to achieve the SLOs using commercially reasonable best efforts. The following are the SLO objectives: Upon the Customer’s request, 31G will provide resource CVs/descriptions to the Customer within forty-eight (48) hours and support the recruitment process, and will provide suitable working space for staff that are successfully appointed to carry out tasks/work-plans specified by the Customer.
Service Level Objectives. Clarify maintenance responsibilities for building assets and landscape. • Specify requirements for maintenance. • Ensure assets are adequately maintained. • Ensure associated risks are effectively managed. • Ensure land and building assets perform effectively and efficiently throughout their service life. • Ensure appropriate decisions are made in selecting maintenance strategies. • Ensure appropriate allocation of maintenance funds. • Provide an equivalence of service to staff, students and visitors.