Required Availability Service Level

Calculation Formula

Service Availability Credits

Subscription Services shall be Available 99% of the time during each Service Period excluding periods Subscription Services are not Available due to an Exception.

(Actual Uptime ÷ (Scheduled Uptime – Total Minutes in Service Period Subscription Services are not Available Due to an Exception)) x 100 = Percentage Uptime.

No Service Availability Credits will be given for any Service Period in which Percentage Uptime equals or exceeds the Availability Requirement.

Customer shall be entitled to a Service Availability Credit of 10% of the Fees payable for Subscription Services provided during the Service Period for each 1% by which Percentage Uptime is less than the Availability Requirement, such credit not to exceed 100%.