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Service Level Agreement

1. 1. 1

      Definitions

      1. 1.1

         In this Schedule:

         24x7x365

         1. •

            means 24 hours per day, 7 days per week, 365 days per year (or 366 days if a leap year);

         Business Day

         1. •

            means any day which is not a Saturday, Sunday or a public or bank holiday in England;

         [Critical Service Level Failure

         1. •

            means a failure by the Supplier to achieve a P1 Resolution in accordance with the P1 Resolution Service Level (subject to paragraph 4) on [[three] occasions in any [three] Month period OR define as appropriate];]

         End of Support

         1. •

            means that:

            1. (a)

               the version of any software in the Supported System; or

            2. (b)

               any model of hardware in the Supported System,

            has reached its end of support date (as specified by the Supplier or the relevant third party manufacturer) applicable to all users in the market of that software version or hardware model and is therefore no longer supported by the Supplier (or the relevant third party manufacturer);

         Fault

         1. •

            means any [material] defect, error or failure in the Supported System (or any part of it);

         Malware