Terms in this article have the same meanings as those given to them in the Hornbill Terms of Service unless other meanings are given below. Unless the context otherwise requires, the following words and expressions mean:

• Available: The SaaS Service is accessible by the majority of the Customer Users, functioning substantially in accordance with any applicable product manuals. Note that if the SaaS service is not available to any or all Customer Users owing to a fault or condition outside of Hornbill’s control, such as, but not limited to a failure of the Internet, then it shall still be deemed Available.
• Availability Service Credits: Credits of Subscription Fees paid by Customer as a result of a failure of the SaaS Service to meet the SaaS Service Availability.
• Business Hours: The number of hours elapsed during normal UK business hours 09:00 through 17:30 UK time Monday to Friday excluding UK public holidays.
• Critical Issue: A failure in the production operation of the service rendering the service unavailable or critically impaired. Alternatively, there might be a significant security issue or availability affected by corrupted data.
• Maintenance Notice Service Level: The minimum advanced notice period for a maintenance activity to be classified as Works is seven elapsed days (168 elapsed hours) for routine and/or planned activities and four elapsed hours for high-priority activities as solely determined by Hornbill.
• SaaS Service Availability: The calculation of service availability for the purposes of calculating Service Credits.
• Service Available Hours: The amount of time the SaaS Service is Available according to the service level. Calculated as the Service Operational Hours minus the time the SaaS Service is not Available (other than due to Works).
• Service Level Service Credits: these are credits of Subscription Fees paid by Customer as a result of a failure of the Hornbill to deliver resolution of critical and severe issues within the specified time frame.
• Service Maintenance Hours: The four (4) hours from 00.00 to 04.00 each day (with reference to the timezone defined in the Service Parameters) during which Customer access to the SaaS Service may be interrupted by the carrying out of Works.
• Service Operational Hours: In any given period the total hours minus the time spent on Works (specifically when the SaaS Service is not Available).
• Works: Routine and/or planned maintenance activities or high-priority activities (that interrupt the SaaS Service) as is required by professional computing practice and that take place during the Service Maintenance Hours and as communicated to Customer in accordance with the Maintenance Notice Service Level.