"Downtime" - a condition where the user error rate is more than five percent. Downtime is measured by the server-side error rate.
"Permanent Downtime" - downtime for more than ten consecutive minutes. Intermittent downtime lasting less than ten minutes does not count as Permanent downtime.
"Monthly Operating Rate" - the result of the following formula: the number of minutes of the calendar month - the duration of permanent outages of the calendar month in minutes / the number of minutes of the calendar month.
"Scheduled Downtime" - the periods when the Service Provider informs the Customers about the expected downtime five days before the start of the downtime. A Scheduled Downtime of up to twelve hours per calendar year may occur. In terms of the service level undertaken by SchoolDrive, the Scheduled Downtime does not qualify as a downtime and does not count as a Permanent Downtime.
"Night Maintenance" - a downtime when the Service Provider performs maintenance on the Service between 0:00 and 4:00 CET at night and about which the Service Provider is not obliged to inform the Customer in advance. In terms of the service level provided by SchoolDrive, Night Maintenance does not qualify as downtime and does not count in the Permanent Downtime.
"Service" - the SchoolDrive service provided by the Service Provider under the Agreement.
"Service Credit" - (a) a three-day Service that extends the duration of the Service free of charge if the Monthly Operating Rate is between 98.0% and 99.0% in any calendar month; or (b) a seven-day Service to extend the duration of the Service free of charge if the Monthly Operating Rate is between 95.0% and 98.0% in any calendar month; or (c) a fifteen-day Service to extend the duration of the Service free of charge if the Monthly Operating Rate falls below 95.0% in any calendar month.