Service Commitments and Service Credits. 4.1. Service Credits are calculated as a percentage of the total charges paid by the Customer to the Provider in a monthly billing cycle in which the unavailability occurred in accordance with the schedule below: Monthly Uptime Percentage Service Credit Percentage Less than 99.00 % but equal to or greater than 95.00% 10% Less than 95.00% 30%
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Service Commitments and Service Credits. 4.1. 4.1 Service Credits are calculated as a percentage of the total charges paid by the Customer to the Provider in a monthly billing cycle in which the unavailability occurred cycle, in accordance with the schedule below: Monthly Uptime Percentage . Condition Service Credit Percentage Less than 99.00 Response time exceeds one (1) hour 1% but equal The Service Credit Percentage for resolution time is capped to or greater than 95.00a maximum of 5% 10% Less than 95.00% 30%for each billing cycle.
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