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, 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 Cloud Service. You must provide all necessary information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event.
b. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month in which the Claim arose.
c. Availability Credits are 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 based on the achieved Service Level during each Contracted Month, as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month.
d. 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 Cloud Service.
Availability Credits i. In order to submit a Claim, you must log a Severity 1 support ticket for each Event with the IBM customer 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.
ii. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month that is the subject of the Claim.
iii. 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 based on the achieved Service Level during each Contracted Month, as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month.
iv. 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 Service, and not the monthly subscription fee for each individual Service. You may only submit Claims relating 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.
v. 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.
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 submit a Claim, you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service. You must provide the 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.
b. You must submit the Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month that is the subject of the Claim.
c. IBM will measure internally total combined Downtime during each Contracted Month applicable to the corresponding Service Level shown on the table below. 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 based on the achieved Service Level during each Contracted Month, as shown on the tables below. IBM will not be liable for multiple Availability Credits for the same Event(s) in the same Contracted Month.
d. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed twelve percent (12%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service.
Availability Credits a. To submit a Claim, you must log a Severity 1 support ticket 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 information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event.
b. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month in which the Claim arose.
c. Availability Credits are based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. If you report an Event of Application Downtime and an Event of Data Processing Downtime occurring simultaneously, then IBM will treat the overlapping periods of Downtime as a single period of Downtime, and not as two separate periods of Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit based on the achieved Service Level during each Contracted Month, as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month.
d. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 20 percent (20%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service.
Availability Credits. In the event US Signal fails to meet one or more of the service metrics as defined in Technical Standards of Performance above, Customer shall be entitled to a credit calculated according to the following formulas:
Availability Credits a. To submit a Claim, you must log a Severity 1 support ticket 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 information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event.
b. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month in which the Claim arose.
c. You must provide to IBM all reasonable details regarding the Claim, including but not limited to, detail descriptions of all relevant Events and the Service Level claimed to not have been met.
d. Availability Credits are 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 based on the achieved Service Level during each Contracted Month, as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month..
e. 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.
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.
(a) If PeopleDoc does not meet the Availability Rate for the PeopleDoc Solution during a calendar month, then Customer shall notify PeopleDoc in writing (which writing may be an e-mail) within 30 days from the end of the calendar month for which the Availability Rate was not met and PeopleDoc will promptly issue to Customer a credit (“Availability Credit”) calculated as follows: 1% of the total Recurring Fee for the Recurring Service for the current month (i.e. the Annual Recurring Fee divided by 12) for each 0.1% below the Availability Rate.
(b) Any credit issued to Customer for any given month under this Section 5 or Section 7 below may not exceed 10% of the total Recurring Fee paid and payable by Customer for the Recurring Service for that month. If Customer does not notify PeopleDoc within 30 days from the end of the month during which events giving rise to credit occurred, then Customer will be deemed to have waived its right to a credit for the month in question.
Availability Credits a) In the event Unify fails to meet the availability targets for the Subscribed Unify Cloud Services for the Contracted Month, you may claim an Availability Credit with your Contracting Party as per the table below. You must submit your claim to an Availability Credit through your Customer Contact with your Contracting Party no later than ten (10) Business Days after the invoice date. The service request must contain a copy of the invoice and reasonable details on the claimed downtime and the availability level not met by Unify. Your Contracting Party will pass the claim on to Unify. Unify is obligated to verify with reasonable judgement the claimed Downtime and respond to the claim back to your Contracting Party within ten (10) Business Days if the claim could be verified by Unify (Verified Downtime) and which Availability Credit will be applied.
b) The following Availability Credits refer to the Service Packages and Package options described in more detail in Product and Service Description (PSD), which is provided by your Contracting Party, and they will be applied to achieved Availability Levels: Achieved Availability Level Availability Credit per Service Package < 99.9 % but > 99.5% 2.5% – – < 99.5% but > 99.0% 5% 2.5% – < 99.0% but > 98.5% 7.5% 5% 2.5% < 98.5% but > 98.0% 10% 7.5% 5% < 98.0% but > 97.5% 12.5% 10% 7.5% < 97.5% but > 97.0% 15% 12.5% 10% < 97.0% but > 96.5% 17.5% 15% 12.5% < 96.5% but > 96.0% 20% 17.5% 15% < 96.0% but > 95.5% 22.5% 20% 17.5% < 95.5% but > 95.0% 25% 22.5% 20% < 95.0% but > 90.0% 50% 25% 22.5% < 90.0% 100% 50% 25% For Package Options, the SLA credits for “ENTERPRISE” apply. Calculation: • Availability Credits refer to the invoice of the billing period which is subject to the claim. • Credited Amount is calculated by multiplying the Availability Credits with the respective invoice amounts for each Service Package and Package Options and taking the sum over these products. • The Achieved Availability Level is calculated as follows: the difference between (a) the total number of minutes of the Contracted Month less (b) the total number of minutes of the Qualified Downtime, divided by (c) the total number of minutes of the Contracted Month. • The Qualified Downtime is calculated as follows: Verified Downtime less (a) the total number of minutes of Scheduled Maintenance and Emergency Maintenance of the Contracted Month and (b) the total number of minutes of Availability Exceptions, as defined above. Example for the calculation...
