Credit Allowances for Service Outages. If Service is unavailable (other than as a result of a planned Service Outage) Customer is entitled to receive a credit for the prorated monthly recurring charge of the affected Service. A credit allowance will reduce Customer’s payment obligation on a subsequent invoice. A Service Outage begins when Syringa is notified or becomes aware of Service unavailability, whichever first occurs, and ends when Service is restored. The total outage time of the Service Outage is the difference between its start and end times, less any delay time resulting from Syringa Networks' inability to access Customer or End User Premises. If Customer reports a Service Outage but declines to release the Service for testing and repair, the Service will be deemed to be impaired, but not a Service Outage eligible for a credit allowance.
Credit Allowances for Service Outages a. In the event that VTX is unable to restore a portion of the Service as required hereunder, or in the event of a Service Outage, Customer shall be entitled to a credit for the prorated monthly recurring charges for the affected SIM for all unplanned outages in excess of thirty (30) minutes. Credit allowances, if any, shall be deducted from the charges payable by Customer hereunder and shall be expressly indicated on a subsequent xxxx to the Customer. A Service Outage begins when VTX is notified or becomes aware of the failure, whichever occurs first. A Service Outage ends when the affected SIM or associated station equipment is fully operative, subtracting any delay time associated with VTX ability to access the Customer or End User Premise. If the Customer reports Services or a facility to be inoperative but declines to release it for VTX to test and repair, it is deemed to be “impaired” instead of a “Service Outage”. The following conditions apply while considering credit allowance: The 99.995 percent VTX Network Availability guarantee does not apply to, Customer-owned or leased equipment (router or antenna) or Customer's Local Area Network (LAN), network events on redundant network elements, customer caused outages or disruptions, interconnections to or from and connectivity within other Internet Service Provider (ISP) networks, relocating the service address without notifying VTX, or force majeure events (as defined in the applicable service agreement.) Credit Allowances do not apply to Service Outages caused by the negligence or acts of Customer and/or End User or its agents; due to failure of power; circumstances or causes beyond the control of VTX or its agents; (v) during any period in which VTX is not given access to the Service Premises; or a Planned Service Outage, unscheduled Emergency Maintenance, scheduled maintenance, alteration or implementation as described herein.
b. To be eligible for an Outage Credit, Customer must submit a request for credit in writing within sixty (60) days of the occurrence that includes the Trouble Ticket Number and Circuit ID or any claim for an allowance is waived. Unless otherwise specifically stated, Service Outages are not aggregated for purposes of determining the credit allowance.
c. If the Network Availability guarantee is not met during a calendar month, the Customer will receive a credit in the amount of one-thirtieth (1/30th) of the monthly recurring charge (MRC) for that month for each full hour of out...
Credit Allowances for Service Outages. If Service is unavailable (other than as a result of a planned Service Outage) for more than thirty (30) minutes, or six (6) hours in the case of Unprotected Service, Customer is entitled to receive a credit for the prorated monthly recurring charge of the affected Service. A credit allowance will reduce Customer's payment obligation on a subsequent invoice. A Service Outage begins when XO is notified or becomes aware of Service unavailability, whichever first occurs, and ends when Service is restored. The total outage time of the Service Outage is the difference between its start and end times, less any delay time resulting from XO's inability to access Customer or End User Premises. If Customer reports a Service Outage but declines to release the Service for testing and repair, the Service will be deemed to be impaired, but not a Service Outage eligible for a credit allowance.
