Effective August 1, 2021, the following define the Services and are exclusively considered part of the Documentation, as per DadeSystems’ Master Subscription Agreement (“Agreement”). Capitalized terms not defined in this document are as defined in the Agreement.
DadeSystems will provide the Services in accordance with the Service Level Objectives (“SLOs”) set forth.
DEFINITIONS
- “Cap” means the maximum number of minutes in a calendar month that all or part of the Services may not be Available during the Availability Period due to the provision by DadeSystems of Scheduled Maintenance.
- “Low Priority” Issue means Customer reported an issue that Customer and DadeSystems mutually agree impacts the usability of the Services.
- “Normal Priority” Issue means Customer reported an issue that is impacting its use of the Services, but the issue can be addressed with a DadeSystems-provided workaround.
- “High Priority” Issue means Customer reported an issue that is seriously inhibiting use of the Services.
- “Scheduled Downtime” means the total number of minutes in a calendar month falling within the Cap that all or part of the Services is not Available during the Availability Period due to the provision by DadeSystems of Scheduled Maintenance. If the total number of minutes in a calendar month that all or part of the Services is not Available during the Availability Period due to Scheduled Maintenance exceeds the Cap, the number of minutes that exceeded the Cap will be included within the Unscheduled Downtime count.
- “Scheduled Maintenance” means maintenance of the Services provided by Vendor, defined as 12am to 4am Eastern Standard Time (“EST”) on each Sunday.
- “Scheduled Uptime” means the total number of minutes in a calendar month falling within the Availability Period.
- “Urgent Priority” Issue means the Services are not accessible due to Unscheduled Downtime or Customer is experiencing a problem seriously inhibiting use of the Services
- “Unscheduled Downtime” means the total number of minutes in a calendar month falling within the Availability Period that all or part of the Services is not Available less Scheduled Downtime. If the total number of minutes in a calendar month that all or part of the Services is not Available during the Availability Period due to Scheduled Maintenance exceeds the Cap, the number of minutes that exceeded the Cap will be included within the Unscheduled Downtime count.
II. Availability SLO
Availability SLO |
Vendor will ensure the Service(s) is Available at least ninety-nine percent (99.0%) of the Availability Period during each calendar month (“Availability SLO”). The actual percentage of the Availability Period each calendar month the Service(s) is Available will be calculated as follows and then expressed as a percentage: (Scheduled Uptime – Scheduled Downtime – Unscheduled Downtime) / (Scheduled Uptime – Scheduled Downtime) x 100. |
Cap |
Nine Hundred Sixty (960) minutes. |
- III. Support Response Time SLO
DadeSystems standard Support Hours of Operations (“Support Hours”) are Monday through Friday, 9:00AM until 5:00PM. Support Hours are not available during Federal Holidays. All times are in EST.
The following service-level objectives in terms of the number of hours elapsed, during Support Hours.
Urgent Priority |
High Priority |
Normal |
Low |
|
First Reply Time |
1 Hour |
4 Hours |
8 Hours |
12 Hours |
Requestor Wait Time |
5 Hours |
12 Hours |
60 Hours |
168 Hours |
Periodic Update Time |
2 Hours |
4 Hours |
12 Hours |
60 Hours |
DadeSystems Confidential and Proprietary | Last Updated and Effective: August 1, 2021