Service Levels and Support

The following terms will have the following meanings when used in this Section:

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“Downtime” means a Measurement Interval during which Team Cymru fails to provide the full functionality of the Services and System, excluding Scheduled Downtime.

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“Performance Credit” means 1 day extension of the applicable Schedule Term.  Performance Credits will be deemed to be price reductions reflecting a diminution in the value of Services as a result of the failure to meet the Service Levels rather than liquidated damages or a penalty.

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“Resolution Time” means the elapsed clock time between (i) CLIENT’s Service Call to report a problem and (ii) implementation of a change in or adjustment to the System that corrects the problem and causes the System to be in Compliance and operate without malfunction.

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“Response Time” means the elapsed clock time between (i) the SaaS Service Call to report a problem and (ii) a Team Cymru technical support analyst capable of understanding the problem speaking to CLIENT’s support contact about the problem.

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“Scheduled Downtime” means a Measurement Interval during which the Services or System is unavailable due to maintenance, of which CLIENT has received, at least one week’s advance notice, and which occurs on a Sunday between 1 a.m. and 4 a.m. U.S. Eastern Time.

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“Service Level Default” means Team Cymru’s failure to achieve a Service Level.

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“Service Network” means the network used by Team Cymru to provide the Services.

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“Workaround” means a solution that resolves a problem without decreasing System features, functionality or performance or resulting in an added burden or expense to CLIENT.

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"Business day" means a standard, non-US holiday business day. 

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System Operation Service Levels.  Team Cymru will provide the Services to CLIENT so that all of the quantitative measurements set forth in the first column of Service Levels for System Operation Table below (each, a “Metric”) satisfy the corresponding specifications set forth in the second column of Service Levels for System Operation Table below (each, a “Standard”).  If any Metric does not satisfy one or more of its corresponding Standards, then CLIENT will be entitled to receive the corresponding remedy(ies) set forth in the third column of Service Levels for System Operation Table (each, a “Remedy”).