Jurisdiction(s):
United Kingdom

Precedent Service Level Schedule for SaaS Availability (Uptime): Calculation Method, Exclusions, Service Credits, Reporting, and Termination for Critical Service Level Failure

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Precedents
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Service Level Agreement 1 Definitions 1.1 In this Schedule:

  • Available/Availability denotes that the [ core functionality of the ] Hosted Solution is [ materially ] ready for use [ in accordance with its Specification ] by the Customer, determined as follows: A = (PU – X) / (PU) (x 100 to be expressed as a percentage) A stands for Available; PU stands for Potential Uptime; X stands for the combined total minutes in total in the relevant Month (excluding Downtime) when the Hosted Solution is not Available;
  • [ Critical Service Level Failure means [ either: (i) the Supplier’s failure to meet the Service Level for [ three Months ] within any [ six Month ] timeframe; or (ii) the Supplier’s failure to maintain Availability above [ Z% ] during any one Month OR define as appropriate ] ; ]
  • Customer Connectivity means the telecoms and information technology hardware and network infrastructure required to reach the Hosted Solution from the Customer’s premises;
  • Downtime means any time interval, measured in minutes, during which the Hosted Solution is not Available because of an Exclusion;
  • Exclusion means:
    • (a) a Force Majeure Event;
    • (b) urgent or scheduled maintenance of the Hosted Solution;
    • (c) any issue...
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Web page updated on 22/05/2026

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