Service level schedule, uptime, credits and support
A single format from the SaaS Subscription Agreement pack. Schedule 3 to the subscription agreement.
- 3 pages
- 63
- Word and PDF
- 14 September 2026
What it covers
- 1Service level schedule, uptime, credits and supportSchedule 3 to the subscription agreement
Read the opening
The first part of the format, as it downloads. Blanks are highlighted.
SCHEDULE 3 — SERVICE LEVEL SCHEDULE
Part A — Availability
A1. Uptime commitment. The Provider shall make the Service Available for not less than [99.9] per cent of each Measurement Period.
A2. Definitions. “Measurement Period” means a calendar month. “Available” means that Authorised Users are able to log in to the Service and to use each material function described in the Documentation, and “Unavailable” and “Downtime” are construed accordingly. A material degradation in the responsiveness of the Service such that a transaction which the Documentation states will complete within [Normal transaction completion time (seconds)] seconds does not complete within [Transaction time treated as Downtime (seconds)] seconds shall be treated as Downtime. “Monthly Uptime Percentage” means (Total minutes in the Measurement Period less Excluded Minutes less Downtime) divided by (Total minutes in the Measurement Period less Excluded Minutes), expressed as a percentage.