This Service Level Agreement (the “SLA”) applies to the Production Applications supported under the SOW.
Availability: “Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the Production Applications are available for remote access by Client as measured by Ellucian pursuant to the Service Level Objectives defined in the Service Level Objective section below.
Measurement: Availability is measured as the ratio of actual Availability to expected Availability resulting in an “Achieved Availability” percentage. Achieved Availability is determined by calculating the aggregate minutes, during the periods the Production Applications are scheduled to be available (“Scheduled Uptime”), that the Production Applications are unavailable for use by Client (“Unscheduled Outage”), divided by the total aggregate minutes of scheduled Availability for the month which is Scheduled Uptime minus the time the Production Applications are scheduled to be unavailable with Client agreement (“Scheduled Downtime”), and rounded to the nearest 10th (tenth) unless otherwise indicated in the specific SLA definition. The “Achieved Availability” calculation is expressed as:
For the avoidance of doubt, the unavailability of the Production Applications as a result of scheduled maintenance and emergency maintenance windows will not be considered a service outage and will not give rise to Service Level Credits.
Ellucian aims to achieve one hundred percent (100%) Availability for the Production Applications supported by the SOW. Subject to the terms in this SLA, Ellucian will provide ninety-nine and one half percent (99.5%) Availability for the Production Applications supported by the SOW.
A monthly Availability report will be made available within ten (10) business days following Client's written request.
Except under the conditions mentioned in the Conditions section below, if the Availability of the Production Applications is less than ninety-nine and one-half percent (99.5%), Ellucian will issue a credit (a "Service Level Credit") to Client according to the following tables.
| Production Applications | |
| Availability | Service Level Credit Issued by Ellucian* |
|---|---|
| >= 99.50% | None |
| 99.00% - 99.49% | 5% of applicable monthly fee |
| 97.00% - 98.99% | 10% of applicable monthly fee |