Service Level Policies Sample Clauses

Service Level Policies. (a) A violation of this SLA will not constitute a default under the MSA. In the event Element Critical does not meet the performance level in the Service Level Agreement set forth in this Attachment 1 (“Service Levels”), as Customer’s sole and exclusive remedy, and Element Critical’s sole liability for not meeting the performance objective, Element Critical shall provide the Service Level Credits in the manner specified in the SLA (“Service Level Credits”). Element Critical will process Service Level Credits for failures to satisfy a Service Level (“Events”) as set forth in the applicable SLA. Customer waives all remedies other than those expressly set forth in this SLA. (b) Once an event begins, it continues until it is resolved by Element Critical. Intermittent failures during which Service Levels may fluctuate do not give rise to multiple Service Level Credits or constitute multiple Events under section 5. For clarity, in no case can the same failure to maintain the Service Levels with the same cause constitute more than one event per 24 hour period. (c) If an Event has occurred which qualifies for a Service Level Credit, Customer must notify Element Critical via ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ or to Billing at the address specified herein for notice, and provide details pertaining to the Event within 30 days of the occurrence. If Customer does not notify Element Critical within the required time period, Customer forfeits any right to claim that a Service Level Credit is due. For the purpose of calculating whether a Service Level Credit may be due, and the duration of an Event, Element Critical will calculate time periods beginning from the earlier of (a) Element Critical’s actual awareness of the event; or (b) the point where Element Critical should reasonably have been aware of the event until the point where Element Critical has resolved the Event. Unless otherwise noted, the performance objective will be based on the full calendar month of Service since the last renewal period in which the Event occurs. The maximum Service Level Credits that may be earned for any calendar month shall not exceed 100% of the portion of the MRC of the affected Services stated in the Order. Any excess Service Level Credits are forfeited and shall not be carried over to future months. (d) Except as otherwise expressly provided in this SLA, Element Critical shall not in any way be liable or responsible to Customer for any loss, damage or expense which Customer may sustain or ...
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Service Level Policies. LISS will process Service Level Credits for failures to meet the required Service Levels (“Events”) as set forth in the applicable Service Attachment. If an Event has occurred that qualifies for a Service Level Credit, Client must open a ticket with LISS’s HelpDesk providing the details pertaining to the Event within 30 days of the occurrence (unless it is specifically stated that a Service Level will be monitored proactively, i.e. that performance will be self-monitored by LISS, in which case no ticket need be submitted). If Client does not open such ticket within the required time period, Client forfeits any right to claim that a Service Level Credit is due. For the purpose of calculating whether a Service Level Credit may be due, and the duration of an Event, and unless otherwise set forth in a Service Attachment, LISS will calculate time periods as beginning from the earlier of (a) the time stamp of the alert in LISS’s monitoring systems; or (b) the time stamp of the Client-submitted ticket, and continuing until the time LISS has resolved the Event. The maximum total amount of Service Level Credits that may be earned for Events occurring during a single calendar month shall not exceed one hundred (100%) percent of one month’s worth of the monthly fees for the affected Services. Any excess Service Level Credits are forfeited and shall not be carried over to future months. Client must bring any disputes relating to ▇▇▇▇’▇ determination of Service Levels or Service Level Credits to LISS’s attention in writing within thirty (30) days after the determination or the determination will be final and binding
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Service Level Policies. Starlight MSP will process Service Level Credits for failures to meet the required Service Levels (“Events”) as set forth in the applicable Service Attachment. If an Event has occurred that qualifies for a Service Level Credit, Client must open a ticket with Starlight MSP’s Help Desk providing the details pertaining to the Event within thirty (30) days of the occurrence (unless it is specifically stated that a Service Level will be monitored proactively, i.e. that performance will be self-monitored by Starlight MSP, in which case no ticket need be submitted). If Client does not open such ticket within the required time period, Client forfeits any right to claim that a Service Level Credit is due. For the purpose of calculating whether a Service Level Credit may be due, and the duration of an Event, and unless otherwise set forth in a Service Attachment, Starlight MSP will calculate time periods as beginning from the earlier of (a) the time stamp of the alert in Starlight MSP’s monitoring systems; or (b) the time stamp of the Client- submitted ticket and continuing until the time Starlight MSP has resolved the Event. The maximum total amount of Service Level Credits that may be earned for Events occurring during a single calendar month shall not exceed twenty-five (25%) percent of one month’s worth of the monthly fees for the affected Services. Any excess Service Level Credits are forfeited and shall not be carried over to future months.
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Service Level Policies. DragonTek will process Service Level Credits for failures to meet the required ServiceLevels (“Events”) as set forth in the applicable Service Attachment. If an Event has occurred that qualifies for a Service Level Credit, Client must open a ticketwith DragonTek’s HelpDesk providing the details pertaining to the Event within 30 days of the occurrence (unless it is specifically stated that a Service Level will be monitored proactively, i.e. that performance will be self-monitored by DragonTek,in which case no ticket need be submitted). If Client does not open such ticketwithin the required time period, Client forfeits any right to claim that a ServiceLevel Credit is due. For the purpose of calculating whether a Service Level Credit may be due, and the duration of an Event, and unless otherwise set forth in a Service Attachment, DragonTek will calculate time periods as beginning from the earlier of (a) the time stamp of the alert in DragonTek’s monitoring systems;or (b) the time stamp of the Client-submitted ticket, and continuing until the time DragonTek has resolved the Event. The maximum total amount of Service Level Credits that may be earned for Events occurring during a single calendar month shall not exceed one hundred (100%) percent of one month’s worth of the monthly fees for the affected Services. Any excess Service Level Credits are forfeited and shall not be carriedover to future months.
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Service Level Policies. INAP will process Service Level Credits for Events as set forth in the applicable SLA. If an Event has occurred which qualifies for a Service Level Credit and such Event is not covered by a pro- active Service Level Credit, Customer must open a ticket with INAP’s Network Operations Center providing the details pertaining to the Event within 30 days of the occurrence. If Customer does not open such ticket within the required time period, Customer forfeits any right to claim that a Service Level Credit is due. For the purpose of calculating whether a Service Level Credit may be due, and the duration of an Event, and unless otherwise set forth in an SLA, INAP will calculate time periods beginning from the earlier of (a) the time stamp of the alert in INAP’s monitoring systems; or (b) the time stamp of the Customer-submitted ticket and continuing until INAP has resolved the Event. Unless otherwise noted, the performance objective will be based on the full calendar month of Service since the last renewal period in which the Event occurs. The maximum Service Level Credits that may be earned for any calendar month shall not exceed 100% of the portion of the MRC of the affected Services stated in the Order. Any excess Service Level Credits are forfeited and shall not be carried over to future months. Customer must bring any disputes relating to INAP’s determination of Service Levels or Service Level Credits within 30 days from the date of an Event relating to Service Levels or Service Level Credits.
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Related to Service Level Policies

  • Service Level Agreements If a Service or a Plan includes a Service Level Agreement (‘SLA’): (a) we are liable for any remedy or rebate allowed to you under the SLA; and (b) subject to clauses 34 to 38, and to the express terms of the SLA, our liability for breach of the SLA is limited to such remedy or rebate.

  • 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 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.