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Service level description on measuring usability of the service IT2018


ICT

English

Finland

IT2018

Service level description on measuring usability of the service IT2018

§ 1 PARTIES

Sender Business Ltd
Example Street 1
123456 City
Country

Receiver Business Ltd
Example Street 1
123456 City
Country

§ 2 PURPOSE OF THE SERVICE LEVEL DESCRIPTION AND DEFINITIONS

2.1The purpose of this service level description is to define the service level of the service subject to this Agreement and the consequences of deviation from the agreed service level.

2.2“Length of break” means time during which the service has not been available for customer use within the service hours agreed in section 3.1.

2.3“Response time” means time between a problem report made by the Customer and commencement of restoration measures started by the Supplier.

2.4“Usability” means the availability of the service in production environment at the access point of the public data network and as agreed in this Agreement.

§ 3 USABILITY OF THE SERVICE

3.1The service shall be available for Customer use during the service hours. The service hours are

[ ] weekdays at ____.____ - ____.____, on weekends and official holidays at ____.____ - ____.____.

[ ] weekdays from 8 am to 4 pm.

[ ] weekdays from 7 am to 6 pm.

[ ] weekdays from 7 am to 9 pm, on weekends and public holidays from 9 am to 6 pm.

[ ] 24/7.

3.2The Usability of the service during service hours specified in section 2.1 shall be minimum ______ percent. The longest continuous Length of break permitted during the service hours shall be maximum ______ [ ] hours / [ ] minutes.

3.3The Usability shall be determined monthly and the following formula shall be used in conducting such determination:

Usability = (service hours rounded to full minutes - Length of break rounded to full minutes) / service hours rounded to full minutes * 100.

3.4The time used for installation, change or maintenance work as agreed between the Parties in section 3.1 or otherwise shall not be taken into consideration to the Supplier’s detriment when determining Usability.

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