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Global Service Monitor Service Level Agreement (SLA)

Updated: January 15, 2013

Applies To: System Center Global Service Monitor

  1. Standard terms applicable to all Service Levels outlined herein:

    1. Definitions

      1. “Claim” means a claim submitted by Customer to Microsoft pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Customer.

      2. “Customer” refers to the organization that has signed a Microsoft volume licensing agreement (“Agreement”) under which it is eligible under Software Assurance coverage to access System Center Advisor.

      3. “Customer Support” means the services by which Microsoft may provide assistance to Customer to resolve issues with the Services.

      4. “Incident” means any set of circumstances resulting in a failure to meet a Service Level.

      5. “Microsoft” means the Microsoft entity that signed your Microsoft Agreement.

      6. “Service” or “Services” refers to the System Center Global Service Monitor service provided to Customer pursuant to the Agreement.

      7. “Service Credit” is the percentage of the monthly service fees for the Service that is credited to Customer for a validated Claim.

      8. “Service Level” means standards Microsoft agrees to adhere to and by which it measures the level of service it provides as specifically set forth below.

      9. “GSM” means the System Center Global Service Monitor service and software components installed on customers’ computers.

    2. Customer Credit and Incident Claims

      1. Microsoft provides this SLA subject to the following terms. These terms will be fixed for the duration of the initial term of the subscription. If a subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. Customer can review the most current version of the SLA and related terms at any time by visiting http://go.microsoft.com/?linkid=9821418.

      2. Global Service Monitor is provided in good faith with a 24 hour 7 days per week incident management and support facility.

      3. No remedies are offered for any violations under this SLA.

    3. Configuration Requirements and Acceptable Use

      1. Customers must adhere to any required configurations, use supported platforms, and follow any policies for acceptable use found at http://go.microsoft.com/fwlink/?LinkId=273901 in order to make Claims.

    4. SLA Exclusions

      • This SLA and any applicable Service Levels do not apply to any performance or availability issues:

      • Due to factors outside Microsoft’s reasonable control;

      • That resulted from Customer’s or third party hardware or software;

      • That resulted from actions or inactions of Customer or third parties;

      • Caused by Customer’s use of the Service after Microsoft advised Customer to modify its use of the Service, if Customer did not modify its use as advised;

      • During scheduled downtime; or

      • During beta and trial Services (as determined by Microsoft).

  2. Service Levels

    1. Monthly Uptime Service Level

      1. Definitions

        1. “Downtime” is defined as any period of time when a Customer’s IT administrator cannot log into or connect to the Service to perform tasks enabled by the Service. Downtime does not include the period of time when the Service is not available as a result of: (i) Scheduled Downtime or scheduled network, hardware, or Service maintenance or upgrades, (ii) the acts or omissions of Customer or Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Microsoft’s network by means of Customer’s passwords or equipment.

        2. “Scheduled Downtime” is defined as those times where Microsoft notifies Customer of periods of Downtime at least five days prior to the commencement of such Downtime. Scheduled Downtime of fewer than 24 hours per calendar year is not considered Downtime for purposes of this SLA.

        3. “Monthly Uptime Percentage” is calculated by subtracting the number of minutes of Downtime from the total number of minutes in a month and then dividing by the total number of minutes in a month.

      2. Uptime Service Levels

        1. Global Service Monitor has a target Monthly Uptime Percentage of greater than 99.5%.

  3. Incident Management and Service Support

    1. Support will be provided 24 hours a day, 7 days a week.

    2. Scope of Support: GSM CTS Support will provide support for the following types of issues:

      1. Issues when deploying the GSM software.

      2. Issues with logging into the GSM service.

    3. Support process: Customers will engage Microsoft Customer Support Services primarily by submitting a request by calling into a support phone number or through the online support form at http://www.support.microsoft.com.

    4. Support Languages: English only

    5. GSM only supports customer computers located in countries listed at http://go.microsoft.com/fwlink/?LinkID=229842.

 
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