1.4. “Emergency Maintenance” shall mean maintenance carried out under a condition or situation which
poses danger to the system, equipment, network, facilities required for rendering the Service, danger
to life etc. as the case may be and has to be attended immediately. CUBIC LOGICS shall try to notify
the “Customer” about the emergency maintenance in advance, however depending upon the
demands of the situation; CUBIC LOGICS may do so at earliest opportunity after the performance of
the emergency maintenance.
1.5. “Excused Unavailability (EU)” – means the agreed aggregate number of hours in any month that
CUBIC LOGICS shall seek to carry out troubleshooting or upgrade to the equipment, with intent to
better the Services. This Unavailability will be subject to prior written consent and confirmation from
“Customer”. The Emergency Maintenance is part of the Excused Unavailability.
1.6. “Planned Unavailability (PU)” – means the aggregate number of hours in any month during which the
Services unavailability is requested by CUBIC LOGICS to carry out checks, configuration changes,
preventive maintenance of CUBIC LOGICS material (a) of which “Customer” is notified 48 hours in
advance and (b) that is performed during a standard maintenance window from 11 PM to 6 AM local
time of Data Center or (c) performed during a non standard maintenance window at a time approved
by “Customer” by a method chosen by CUBIC LOGICS (telephone, e-mail or fax). Nothing herein shall
restrict CUBIC LOGICS from conducting Emergency Maintenance on an as needed basis. The
“Customer” may at their discretion ask for Planned Unavailability to repair the “Customer” Material.
Examples of activities covered under Planned Unavailability include (but not limited to):
1.8. “Exceptions” shall mean either an event or a set of events as are more particularly detailed in Section
5 hereto, the occurrence and the duration of occurrence of which shall not constitute a Service
Unavailability for the purposes of this SLA.