Common use of Enhanced Support Services Clause in Contracts

Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use commercially reasonable efforts to meet an Uptime Percentage of at least 99.9%. If Box fails to the meet the Uptime Percentage Customer will receive Enhanced SLC Credits as follows: Uptime Percentage Enhanced SLC Credit Percentage (a) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (b) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report. The Enhanced SLC Credits will be equal to the SLC Credit percentage multiplied by the fees paid by Customer for the Box Service that are attributable to the corresponding calendar month (calculated on a straight line, pro-rated basis with respect to any fees paid in advance) and then pro-rated for based on affected Users. Notwithstanding anything to the contrary, in no event will the total amount of Enhanced SLC Credits, if any, exceed the fees paid by Customer for the Box Service in the corresponding month. For clarity, for the purpose of calculating Enhanced SLC Credits, calendar months are calculated based on US Pacific Time Zone. The Enhanced SLC Credit is Customer's sole and exclusive remedy for any failure by Box to meet any service level obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Enhanced SLC Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Enhanced SLC Credits will be issued by Box, as determined in Box’s sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Enhanced SLC Credits, if any, will be issued as provided in the applicable agreement between Customer and the Box Reseller.

Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use commercially reasonable efforts to meet an Uptime Percentage of at least 99.9%. If Box fails to the meet the Uptime Percentage Customer will receive Enhanced SLC Credits as follows: Uptime Percentage Enhanced SLC Credit Percentage (a1) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (b2) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report. The Enhanced SLC Credits will be equal to the SLC Credit percentage multiplied by the fees paid by Customer for the Box Service that are attributable to the corresponding calendar month (calculated on a straight line, pro-rated basis with respect to any fees paid in advance) and then pro-rated for based on affected Users. Notwithstanding anything to the contrary, in no event will the total amount of Enhanced SLC Credits, Credits if any, exceed the fees paid by Customer for the Box Service in the corresponding month. For clarity, for the purpose of calculating Enhanced SLC Credits, calendar months are calculated based on US Pacific Time Zone. The Enhanced SLC Credit is Customer's sole and exclusive remedy for any failure by Box to meet any service level obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Enhanced SLC Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Enhanced SLC Credits will be issued by Box, as determined in Box’s sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Enhanced SLC Credits, if any, will be issued as provided in the applicable agreement between Customer and the Box Reseller.. 「ビジネス対応クレジット」とは、該当する発注書において、以下に定める対応時間に従い、ビジネスサービスに加入している本顧客が利用できるクレジットを意味する。 「ダウンタイム」とは、大半の本顧客ユーザーが本顧客コンテンツにアクセスすることを妨げる Box サービス用システム全体にわたる本課題のために、本顧客が Box サービスにアクセスできない時間であって、業界標準ツールを用いて Box のネットワークで測定した時間を意味する。計画的ダウンタイムを明示的に除く。 「本課題」とは、本顧客にとって Box サービスの機能に影響を及ぼす再現可能な単一の課題または問題を意味する。 「拡張 SLC クレジット」とは、該当する発注書において、以下に定めるサービスレベルコミットメントに従い、いずれかの拡張サポートサービスに加入している本顧客が利用できるクレジットを意味する。 「サポートサービス」とは、本顧客から Box に報告された問題を解決するための電話、メールまたはウェブベースのサポートを意味する。 利用可能なサポートサービスは、下記の通りとする。 「標準サポートサービス」 - 本顧客が Box サービスを購入した際に含まれる 「ビジネスサービス」 - 本顧客によって購入され、該当する発注書で特定される 「プレミアサービス」または「プラチナサービス」（合わせて拡張サポートサービス）- 本顧客によって購入され、該当する発注書で特定される 「計画的ダウンタイム」とは、Box サービスを利用できないことが予定されている時間、および実行可能な場合、本顧客への通知に基づき Box サービスを利用できない時間を意味する。

Enhanced Support Services. If Customer has purchased one of the Enhanced Support Services, Box will use commercially reasonable efforts to meet an Uptime Percentage of at least 99.9%. If Box fails to the meet the Uptime Percentage Customer will receive Enhanced SLC Credits as follows: Uptime Percentage Enhanced SLC Credit Percentage (a1) Customer has reported an Issue related to a Downtime event by filing a ticket with Box support within fifteen (15) days of the Downtime event; and (b2) once Customer receives the Uptime Percentage report provided by Box and confirms Uptime Percentage as below 99.9% in the month the issue was experienced, Customer has provided Box a written claim request for Enhanced SLC Credits within fifteen (15) days of the date of uptime percentage report. The Enhanced SLC Credits will be equal to the SLC Credit percentage multiplied by the fees paid by Customer for the Box Service that are attributable to the corresponding calendar month (calculated on a straight line, pro-rated basis with respect to any fees paid in advance) and then pro-rated for based on affected Users. Notwithstanding anything to the contrary, in no event will the total amount of Enhanced SLC Credits, if any, exceed the fees paid by Customer for the Box Service in the corresponding month. For clarity, for the purpose of calculating Enhanced SLC Credits, calendar months are calculated based on US Pacific Time Zone. The Enhanced SLC Credit is Customer's sole and exclusive remedy for any failure by Box to meet any service level obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Enhanced SLC Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Enhanced SLC Credits will be issued by Box, as determined in Box’s sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Enhanced SLC Credits, if any, will be issued as provided in the applicable agreement between Customer and the Box Reseller.. 「ビジネス応答クレジット」とは、該当する発注書において、以下に定める応答時間に従い、ビジネスサービスに加入している本顧客が利用できるクレジットを意味する。 「ダウンタイム」とは、大半の本顧客ユーザーが本顧客コンテンツにアクセスすることを妨げる Box サービス用システム全体にわたる本課題のために、本顧客が Box サービスにアクセスできない時間であって、業界標準ツールを用いて Box のネットワークで測定した時間を意味する。計画的ダウンタイムを明示的に除く。 「本課題」とは、本顧客にとって Box サービスの機能に影響を及ぼす再現可能な単一の課題または問題を意味する。 「拡張 SLC クレジット」とは、該当する発注書において、以下に定めるサービスレベルコミットメントに従い、いずれかの拡張サポートサービスに加入している本顧客が利用できるクレジットを意味する。 「サポートサービス」とは、本顧客から Box に報告された問題を解決するための電話、メールまたはウェブベースのサポートを意味する。 利用可能なサポートサービスは、下記の通りとする。 「標準サポートサービス」 - 本顧客が Box サービスを購入した際に含まれる 「ビジネスサービス」 - 本顧客によって購入され、該当する発注書で特定される 「プレミアサービス」または「プラチナサービス」（合わせて拡張サポートサービス）- 本顧客によって購入され、該当する発注書で特定される 「計画的ダウンタイム」とは、Box サービスを利用できないことが予定されている時間、および実行可能な場合、本顧客への通知に基づき Box サービスを利用できない時間を意味する。