Availability Credits a. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service.
Availability Credits a. In order to be eligible to submit a Claim you must log a Severity 1 support ticket (as defined below in the Technical Support section) for each Event with the IBM technical support help desk, within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. You must provide all necessary detailed information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event.
Availability Credits. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to the total combined availability during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled Services, and not the monthly subscription fee for each individual Services. You may only submit Claims related to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANC...
Availability Credits a. To submit a Claim, Customer must log a Severity 1 support ticket for each Event with the IBM technical support help desk, within 24 hours of Customer first becoming aware that the Event has impacted Customer’s use of the IBM SaaS. Customer must provide all necessary information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event.
Availability Credits. Provider’s failure to comply with Service Availability Service Level shall be deemed a Default for the purposes of this Schedule 4.1 for which service credits shall be awarded to the applicable Recipient Party (“Availability Credits”). Availability Credits shall be awarded for a Default regarding Provider’s obligations pursuant to Section 2.1.2 of this Schedule 4.1 in accordance with the following table: Service Availability (for each Measurement Period) Availability Credits (as a percentage of the Payment Processing Fees payable for such Measurement Period) Greater than or equal to 99% but less than 99.8% 0.2% for every 0.1% below 99.8 % Greater than or equal to 90% but less than 99% 0.15% for every 0.5% below 99 % Greater than or equal to 50% but less than 90% 0.1% for every 1% below 90 % Lower than 50% 100 % For example, if the Service Availability over a Measurement Period pursuant to Section 2.1.2 of this Schedule 4.1 is determined to be 98% for a Recipient Party, Provider shall award an Availability Credit to such Recipient Party in an amount equal to 1.9% of the Payment Processing Fees payable by such Recipient Party to Provider for such Measurement Period (i.e., the sum of (a) (99.8-99.0)/0.1) x 0.2% and (b) (99.0-98.0)/0.5) x 0.15%).
Availability Credits a. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Cloud Service, in accordance with IBM procedure for reporting Priority 1 support issues. You must provide all necessary detailed information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Priority 1 support tickets.
Availability Credits. At any point in time, Customer will have direct access to a self-service portal showing current and historic system Availability Rate (portal link: xxxxx://xxxxxx.xxxxxx-xxx.xxx/). If Customer reasonably disputes any data or calculations on that report, then the parties will discuss in good faith to resolve.
Availability Credits. If TDC Network Availability measured for any completed calendar month is below the SLA, TDC will issue a credit (“Availability Credit”) against one month’s MRCs within sixty (60) days of the loss of Service Availability incident. The Availability Credit will be calculated as follows: Service Level Failure/ Availability Service Credit Amount Due to Customer 100% but ≥ 99.9% No Service Credit ≤ 99.9% but ≥ 99.8% 10% ≤ 99.8% but ≥ 99.7% 25% ≤ 99.6% but ≥ 99.5% 50% ≤ 99.5% 100%
Availability Credits. If System Availability during any given calendar month falls below the level set forth above, then Customer may obtain a service level credit (such credit, the “Availability Credit”) equal to the percentage of the monthly fees paid to Alert Logic for the month in which the Availability Service Level failure occurred, as set forth in the table below: Availability Service Level Availability Credit Less than 99.5% to 98.5% 5% Less than 98.5% to 97.5% 10% Less than 97.5% to 96.5% 15% Less than 96.5% to 95% 20% Less than 95% 25%
Availability Credits. If the annual service levels fail to meet the availability as outlined, then Spok shall issue, as its sole and exclusive remedy, the appropriate credit. Credits are based on subscription pricing only. Credits issued will be applied to the next annual subscription invoice and are valid for up to two years. Spok shall calculate downtime utilizing Spok system logs or other records as applicable. Regular scheduled maintenance or notice of unavailability for maintenance does not count as downtime. Annual Availability Percentages Subscription Credit Percentages Less than 99.5% but equal to or greater than 98.5% 10% Less than 98.5% but equal to or greater than 94.0% 20% Less than 94% 80% Customer must submit a case via the Customer Web Portal 30 days prior to the end of their annual subscription requesting credit. Upon receipt of such request, the customer will receive notification of such request being received. Customers who are past due or in default with respect to any payment or material contract obligation to Spok are not eligible for such credit.
