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 accordance with the schedule below. Condition Service Credit Percentage Response time exceeds one (1) hour 1% The Service Credit Percentage for resolution time is capped to a maximum of 5% for each billing cycle.
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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, cycle in which the unavailability occurred in accordance with the schedule below. Condition : Monthly Uptime Percentage Service Credit Percentage Response time exceeds one (1) hour 1Less than 99.00 % The Service Credit Percentage for resolution time is capped but equal to a maximum of 5or greater than 95.00% for each billing cycle.10% Less than 95.00% 30%
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