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Appendix 2: Availability service levels and service credits

Availability

For the purposes of service reporting and calculation of any applicable Availability Service Credits, SaaS Service Availability for any period is expressed as a percentage and calculated as the Service Available Hours for the period divided by the Service Operational Hours.

Data loss

Hornbill takes reasonable steps to secure the Customer Data against loss due to any single system failure. Should Customer Data be lost due to such failure it will attempt to restore the data to a point prior to its loss. The maximum amount of time for which data should be lost is specified as one of the Service Parameters. Once the data has been restored by Hornbill using reasonable efforts, any resultant data loss shall not in its own right constitute service unavailability.

Service credits

Availability Service Credits are calculated on a monthly basis as a percentage of the Subscription Fee where the SaaS Service Availability falls below a certain threshold as shown in Schedule 1 below. Service Level Service Credits are calculated as a percentage of the Subscription Fee for the Subscription Period where the Target Resolution time as defined in the Service Levels above are not met based on the thresholds set out in Schedule 2 below. For any one incident either Availability Service Credits or Service Level Service Credits, but not both, may be claimed.

To be entitled to any Service Credits, the Customer must request such Service Credit in writing from Hornbill within 30 days of relevant month. The Service Credit will be applied to the next Subscription Fee invoice to be raised. If the Subscription Period has been reached (and no further invoice is to be raised) then no Service Credit is applied.

Schedule 1: Availability thresholds

Availability in subscription period Service credit (as a percentage of subscription fee)
Greater than 99.95% 0%
Between 99.94% and 98.95% 2.5%
Between 98.94% and 97.95% 5%
Between 97.94% and 96.95% 10%
Less than 96.95% 20%

Schedule 2: Service level thresholds

Service level not achieved Service level credit (as a percentage of subscription fee)
Target resolution for P1 incident exceeded by 100% 10%
Target resolution for P1 incident exceeded by 200% 15%
Target resolution for P1 incident exceeded by 300% 20%
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