Common use of Service Performance Clause in Contracts

Service Performance. 4.10.1 Service performance covers the target responsiveness of the hosting infrastructure from a network access and code execution point of view, and not the speed at which content is served. 4.10.2 Network latency is the time it takes a single packet to travel from source to destination and back again. Network latency is measured at 15 minute intervals and averaged over an entire calendar month. Network latency within our own network will not exceed 15ms (due to firewalls, intrusion detection and load balancing). The average international latency will not exceed 250ms and the domestic average will not exceed 150ms to our network border. 4.10.3 Packet Loss is the difference between the number of transmitted packets and the number of packets that arrived at their destination. Packet loss will not exceed 2%. 4.10.4 The service has been designed for reliability and availability over speed. The performance, however, is expected to be of an acceptable level to the User. Any workstation response times that exceed 40 seconds for a period of 10 or more minutes must be reported immediately to the Service Desk. 4.10.5 Performance loss due to code and components not developed or provided by the Service Provider is excluded from calculations.