Common use of Service Level Targets Clause in Contracts

Service Level Targets. In addition to the Service Level Commitments provided above, Sabre will endeavor to meet the following Service Level Targets: (a) The “Response Time” is the period measured from the time a request is received by the System at Sabre’s data processing center and the time a response is provided by the System at Sabre’s data processing center. If Sabre’s average Response Time during a monthly period persistently falls below ***** after excluding complex fare shopping transactions (e.g., searches involving multiple routing and/or days for travel), then notwithstanding anything herein to the contrary, Customer shall have the right to terminate this Work Order for cause pursuant to Section 2(b) of the Agreement. For purposes of this section, a “persistent failure” of Sabre to meet the ***** Response Time as described above shall mean (i) Sabre’s failure to meet such Response Time for ***** consecutive months, or (ii) Sabre’s failure to meet such Response Time for ***** months in any ***** month period. (b) In the case that Customer reports a ▇▇▇▇▇ ▇ ▇▇▇▇▇, ▇▇▇▇▇ and Customer must mutually agree to modify the Level reported by Customer. Once both parties mutually consent the change of Level, Sabre must notify Customer in writing the reason of such change. (c) The target response and remediation times for Level 1 and 2 Errors (as described in Section 8 of Appendix G) after an Error has been logged is as follows: Severity Level Source Acknowledgement Engagement (2nd and 3rd level) after acknowledgement Customer Update Frequency Restore* Remediation** Escalation */** see definitions in Appendix J

Service Level Targets. In addition to the Service Level Commitments provided above, Sabre will endeavor to meet the following Service Level Targets: (a) The “Response Time” is the period measured from the time a request is received by the System at Sabre’s data processing center and the time a response is provided by the System at Sabre’s data processing center. If Sabre’s average Response Time during a monthly period persistently falls below ***** after excluding complex fare shopping transactions (e.g., searches involving multiple routing and/or days for travel), then notwithstanding anything herein to the contrary, Customer shall have the right to terminate this Work Order for cause pursuant to Section 2(b) of the Agreement. For purposes of this section, a “persistent failure” of Sabre to meet the ***** Response Time as described above shall mean (i) Sabre’s failure to meet such Response Time for ***** consecutive months, or (ii) Sabre’s failure to meet such Response Time for ***** months in any ***** month period. (b) In the case that Customer reports a ▇▇▇▇▇ ▇ ▇▇▇▇▇, ▇▇▇▇▇ and Customer must mutually agree to modify the Level reported by Customer. Once both parties mutually consent the change of Level, Sabre must notify Customer in writing the reason of such change. (c) The target response and remediation times for Level 1 and 2 Errors (as described in Section 8 of Appendix G) after an Error has been logged is as follows: Severity Level Source Acknowledgement Engagement (2nd and 3rd level) after acknowledgement Customer Update Frequency Restore* Remediation** Escalation 1 Telephone ***** ***** ***** ***** ***** ***** 2 Telephone ***** ***** ***** ***** ***** ***** Web/e-mail ***** 3 Telephone ***** ***** ***** ***** ***** ***** Web/e-mail ***** ***** 4 Telephone ***** ***** ***** ***** ***** ***** Web/e-mail ***** ***** */** see definitions in Appendix J