Any capitalized terms used in these Service Level Terms without definition shall have the meanings assigned to them in the Re-Leased Master Subscription Agreement.
i. “Maintenance Windows” are periods of time during which Re-Leased may perform system maintenance that impacts the responsiveness or availability of Services. Re-Leased will use best efforts to schedule Maintenance Windows outside of regular business hours and not exceed three hours.
ii. “Permitted Downtime” means: (i) interruption of the Services during a Maintenance Window; (ii) outages or disruptions caused by the Customer; (iii) outages caused by software or hardware not provided and controlled by Re-Leased; (iv) suspension of Services due to failure of Customer to timely pay fees; or (v) outages or disruptions attributable in whole or in part to events beyond Re-Leased’s reasonable control, such as a Force Majeure Event, and failures of the public internet or of Customer’s telecommunications and internet service providers. Customer is not entitled to a Service Credit for downtime or outages resulting from Permitted Downtime.
iii. “Unavailability” means that Services are unavailable to the Customer for any reason other than Permitted Downtime.
Re-Leased shall use commercially reasonable efforts to cause the Services to be available 99% of the time, measured monthly, excluding Permitted Downtime.