cycles, the SLA credits shall be three (3) times the calculated and owed amount.. CTS reserves the right to review up to the past twelve months of tickets for this section. Service Level Performance Minimums Service shall be provisioned at the following Performance Minimum levels set forth below. The failure to meet Performance Minimums shall result in a five (5) percent Service Level Credit(s) for the affected Products and Services unless otherwise defined herein. Performance Minimums are defined as: The Service shall have a minimum Performance 99.9% Availability inclusive of scheduled maintenance, per one (1) calendar month; and The Service is required to provide a MTTR of 4 hours or less, per one (1) calendar month. Service Level Credits Service is designed to provide a Service Availability of at least 99.9%, Contractor’s including scheduled maintenance. If the Target Availabilty as defined in the applicable chart below is not achieved in a calendar month, CTS shall be entitled to the Service Level Credits set forth herein. Service Level Availability is calculated on a calendar month, which will be pro-rated for the first calendar month of service. Target Availability Actual Outage Service Level Credit as % of MRC for the applicable (Monthly) Service Less than 43 minutes Target Met >43 minutes to 1 hour 5% >1 hour to 3 hours 10% 99.9% Availability >3 hours to 5 hours 15% >5 hours An additional 5% for each additional hour of Outage A Service is interrupted when it becomes unusable to the customer because of a failure of a facility component used to furnish the service by the Contractor results in the complete loss of service by the customer. Except as otherwise provided, an interruption period starts when an inoperative Service is reported to the Contractor, and ends when the service is operative. Proprietary or Confidential Information Any information contained in the Response to a CTS Procurement Document that is Contractor’s proprietary or confidential must be clearly designated. Marking of the entire Response or entire sections of the Response as proprietary or confidential will not be accepted nor honored. CTS will not accept Responses where pricing is marked proprietary or confidential, and the Response will be rejected.
cycles, the SLA credits shall be three (3) times the calculated and owed amount.. CTS reserves the right to review up to the past twelve months of tickets for this section. Service Level Performance Minimums Service shall be provisioned at the following Performance Minimum levels set forth below. The failure to meet Performance Minimums shall result in a five (5) percent Service Level Credit(s) for the affected Products and Services unless otherwise defined herein. Performance Minimums are defined as: The Service shall have a minimum Performance 99.9% Availability inclusive of scheduled maintenance, per one (1) calendar month; and The Service is required to provide a MTTR of 4 hours or less, per one (1) calendar month. Service Level Credits Contractor’s Service is designed to provide a Service Availability of at least 99.9%, including scheduled maintenance. If the Target Availabilty as defined in the applicable chart below is not achieved in a calendar month, CTS shall be entitled to the Service Level Credits set forth herein. Service Level Availability is calculated on a calendar month, which will be pro-rated for the first calendar month of service. Target Availability Actual Outage (Monthly) Service Level Credit as % of MRC for the applicable Service 99.9% Availability Less than 43 minutes Target Met >43 minutes to 1 hour 5% >1 hour to 3 hours 10% >3 hours to 5 hours 15% >5 hours An additional 5% for each additional hour of Outage A Service is interrupted when it becomes unusable to the customer because of a failure of a facility component used to furnish the service by the Contractor results in the complete loss of service by the customer. Except as otherwise provided, an interruption period starts when an inoperative Service is reported to the Contractor, and ends when the service is operative. Proprietary or Confidential Information Any information contained in the Contractor’s Response to a CTS Procurement Document that is proprietary or confidential must be clearly designated. Marking of the entire Response or entire sections of the Response as proprietary or confidential will not be accepted nor honored. CTS will not accept Responses where pricing is marked proprietary or confidential, and the Response will be rejected.