Service Credit Claim. If we fail to meet the minimum Monthly Uptime Percentage described above for a Service, you may submit a claim for a Service Credit. You must submit a claim to customer support at Microsoft Corporation that includes: (i) a detailed description of the Incident; (ii) information regarding the duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Incident at the time of occurrence. We must receive the claim and all required information by the end of the calendar month following the month in which the Incident occurred. For example, if the Incident occurred on February 15th, we must receive the claim and all required information by March 31st. We will evaluate all information reasonably available to us and make a good faith judgment on whether a Service Credit is owed. We will use commercially reasonable efforts to process claims during the subsequent month and within forty five (45) days of receipt. You must be in compliance with the Agreement in order to be eligible for a Service Credit. If we determine that a Service Credit is owed to you, we will apply the Service Credit to your Applicable Monthly Service Fees. If you purchased a Service from a reseller, you will receive a service credit directly from your reseller and the reseller will receive a Service Credit directly from us.
Service Credit Claim. 1) If an IP Transit or DIA is not installed by the Ready for Service Date for reasons other than an excused outage, BUYER shall be entitled to one (1) Day’s IP Transit / DIA Monthly Service Charge for each day of delay beginning after the first five (5) Working Days, capped at thirty (30) Days.
2) i) If SELLER fails to meet the Service Availability for any relevant month, SELLER shall pay the service credit(s) to BUYER. The amount of such service credit will be calculated by multiplying the Service Credit Percentage as listed in the table below by the respective IP Transit / DIA Monthly Service Charge of the affected IP Transit / DIA port. Duration of Unavailability for On-Net POP (Monthly) Service Credit Percentage
Service Credit Claim. 1) If SELLER fails to meet the Service Availability for any relevant month, SELLER shall pay the service credit to BUYER. The amount of such service credit will be calculated by multiplying the Service Credit Percentage as listed in the table below by the respective Monthly Service Charge of the affected China DIA port. Duration of Unavailability (Monthly) Service Credit Percentage >44 minutes – 1 hours 5%
2) If SELLER fails to meet the MTTR for any relevant month, SELLER shall pay the service credit(s) to BUYER. The amount of such service credit will be 3% of the respective Monthly Service Charge of the affected China DIA port.
3) The service credit(s) payable by SELLER to BUYER shall collectively be referred to as “Service Credits”.
4) The maximum Service Credits payable in aggregate for all Service Level Failure in respect of the Service under a particular Order Form in any calendar month is ten percent (10%) of the Monthly Service Charges of the affected service under that Order Form.
5) BUYER shall notify SELLER in writing of any alleged failure to meet the Service Level promptly and not more than thirty (30) Days after the end of the month in which the alleged failure occurred.
6) The Service Credit shall be paid not more than sixty (60) Days after the end of the month in which the alleged failure occurred.
7) All relevant Service Credits do not apply to Burstable Bandwidth Service Charge
Service Credit Claim. 1) If an IPLC, IEPL or DPLC is not installed by the Ready for Service Date for reasons other than an excused outage, BUYER shall be entitled to one (1) Day’s IPLC / IEPL / DPLC Monthly Service Charge for each day of delay beginning after the first five (5) Working Days, capped at thirty (30) Days.
2) If SELLER fails to meet the Service Availability for any relevant month, SELLER shall pay a service credit to BUYER calculated in accordance with the table below and paid in accordance with Paragraph 8(5) of this Annexure (“Service Credit”). The amount of the Service Credit will be calculated by multiplying the Service Credit Percentage as listed in the table below by the IPLC / IEPL / DPLC Monthly Service Charge. Duration of Unavailability (Monthly) Service Credit Percentage >44 minutes – 4 hours 2% >4 hours – 8 hours 3% >8 hours – 12 hours 5% Service credit for protected service 3hours 36 minutes > duration ≦8 hours 2% 8 hours > duration ≦12 hours 3% 12 hours > duration ≦16 hours 5% Service credit for unprotected service
3) The total Service Credit for a failure to meet the Service Availability in any month shall not exceed 10%.
4) BUYER shall notify SELLER in writing of any alleged failure to meet the Service Level promptly and not more than thirty (30) Days after the end of the month in which the alleged failure occurred.
5) The Service Credit shall be paid not more than sixty (60) Days after the end of the month in which the alleged failure occurred.
Service Credit Claim. 6.1 To make a Claim, Customer must submit a ticket within 30 days of the month in which the Unavailable Time occurred, and/or the Response Time and/or Resolution Time did not meet the applicable Severity Level.
6.2 The ticket must include:
6.2.1 SLA Claim" as the subject of the ticket;
6.2.2 the applicable dates and times Service Credit is requested for; and
6.2.3 any applicable information that documents the claimed Unavailable Time, Response Time or Resolution Time. If Service Credit is issued, it will be issued to Customer for future use only. No refunds will be provided. Service Credits can not be transferred to another Beekeeper customer or applied to any other account.
6.3 We will use all information reasonably available to to validate a Claim and make a good faith judgment on whether a Service Credit applies.
Service Credit Claim. 8.1 If an IPLC, IEPL or DPLC is not installed by the Ready for Service Date for reasons other than an excused outage, BUYER shall be entitled to one (1) Day’s IPLC / IEPL / DPLC Monthly Service Charge for each day of delay beginning after the first five (5) Working Days, capped at thirty (30) Days.
8.2 If SELLER fails to meet the Service Availability for any relevant month, SELLER shall pay a service credit to BUYER calculated in accordance with the table below and paid in accordance with Clause 11.4 (“Service Credit”). The amount of the Service Credit will be calculated by multiplying the Service Credit Percentage as listed in the table below by the IPLC / IEPL / DPLC Monthly Service Charge. Duration of Unavailability (Monthly) Service Credit Percentage >44 minutes - 4 hours 2% >4 hours - 8 hours 3% >8 hours - 12 hours 5% > 12 hours 10% Service credit for protected service Duration of Unavailability (Monthly) Service Credit Percentage >3hours 36 minutes - 8hours 2% >8 hours - 12 hours 3% >12 hours - 16 hours 5% > 16 hours 10% Service credit for unprotected service
8.3 The total Service Credits for a failure to meet the Service Availability in any month shall not exceed 10%.
8.4 BUYER shall notify SELLER in writing of any alleged failure to meet the Service Availability promptly and not more than thirty (30) Days after the end of the month in which the alleged failure occurred.
8.5 The Service Credit shall be paid not more than sixty (60) Days after the end of the month in which the alleged failure occurred.
8.6 Notwithstanding the foregoing, BUYER shall not be entitled to any Service Credits in respect of failure to meet the Service Availability where the failure is due to any of the events covered by the exclusions listed as follows:
(a) scheduled maintenance or any other interruptions or service changes agreed in advance in writing to the other Party at least five (5) Days in advance of the scheduled maintenance (except for emergency situation that is or is reasonably likely to have an material impact on the Service, the Party will notify the other Party as soon as reasonably practicable of any emergency work);
(b) On-Net local or Off-Net international access circuits of BUYER;
(c) failure or fault of application, equipment or facilities located on BUYER’s premises supplied by SELLER unless it is caused or given rise by any act or omission by SELLER and failure or fault of the BUYER’s applications, equipment or facilities wherever located.
(d) acts or o...
Service Credit Claim. If we fail to meet the minimum Monthly Uptime Percentage described above for a Service, you may submit a claim for a Service Credit. You must submit a claim to customer support at Dell that includes: (i) a detailed description of the Incident; (ii) information regarding the duration of the Downtime; (iii) the number and location(s) of affected users; and (iv) descriptions of your attempts to resolve the Incident at the time of occurrence. We must receive the claim and all required information by the end of the calendar month following the month in which the Incident occurred. For example, if the Incident occurred on February 15th, we must receive the claim and all required information by March 31st. Contact information for support can be found at xxxx://xxx.xxxx.xxx/smb/office365/support We will evaluate all information reasonably available to us and make a good faith judgment on whether a Service Credit is owed. We will use commercially reasonable efforts to process claims during the subsequent month and within sixty (60) days of receipt. You must be in compliance with the Agreement in order to be eligible for a Service Credit. If we determine that a Service Credit is owed to you, we will apply the Service Credit to your Applicable Monthly Service Fees.
Service Credit Claim. 业务赔付申索
1) If SELLER fails to meet the Service Availability for any relevant month, SELLER shall pay the service credit to BUYER. The amount of such service credit will be calculated by multiplying the Service Credit Percentage as listed in the table below by the respective Monthly Service Charge of the affected China DIA port. 如果在任何相关月份中，卖方未能达到业务可用率水平，则卖方应当向买方支付业务赔付金额。计算业务赔付的金额时，应当用下表所示的业务赔付百分比乘以专线上网业务月租费。 Service credit for Standard China DIA service 标准互联网专线业务赔付标准 Monthly Availability–A 月可用率 – A Duration of Unavailability (Monthly) – T 不可用时长 – T Service Credit Percentage 赔付月租比例 98.00% ≤ A < 99.00% 7 hrs 30 mins < T ≤ 15 hrs 7 小时 30 分钟 < T ≤ 15 小时 3% 97.00% ≤ A < 98.00% 15 hrs < T ≤ 22 hrs 30 mins 15 小时 < T ≤ 22 小时 30 分钟 5% A < 97.00% T > 22 hrs 30 mins T > 22 小时 30 分钟 10% Service credit for Enhanced China DIA (local loop) service 增强互联网专线（本地接入）业务赔付标准 Monthly Availability–A 月可用率 – A Duration of Unavailability (Monthly) – T 不可用时长 – T Service Credit Percentage 赔付月租比例 98.00% ≤ A < 99.00% 7 hrs 30 mins < T ≤ 15 hrs 7 小时 30 分钟 < T ≤ 15 小时 3% 97.00% ≤ A < 98.00% 15 hrs < T ≤ 22 hrs 30 mins 15 小时 < T ≤ 22 小时 30 分钟 5% A < 97.00% T > 22 hrs 30 mins T > 22 小时 30 分钟 10% Service credit for Enhanced China DIA (Traffic optimization, POP-to-POP) service 增强互联网专线（国际加速，POP 到 POP）业务赔付标准 Monthly Availability – A 月可用率 – A Duration of Unavailability (Monthly) – T 不可用时长 – T Service Credit Percentage 赔付月租比例 99.50% ≤ A < 99.90% 44 mins < T ≤ 4 hrs 44 分钟 < T ≤ 4 小时 3% 98.00% ≤ A < 99.50% 4 hrs < T ≤ 15 hrs 4 小时 < T ≤ 15 小时 5% A < 98.00% T > 15 hrs T > 15 小时 10% Service credit for Premium China DIA service 国际快线业务赔付标准 Monthly Availability – A 月可用率 – A Duration of Unavailability (Monthly) – T 不可用时长 – T Service Credit Percentage 赔付月租比例 99.86% ≤ A < 99.90% 44 mins < T ≤ 1 hr 44 分钟 < T ≤ 1 小时 3% 99.50% ≤ A < 99.86% 1 hr < T ≤ 4 hrs 1 小时 < T ≤4 小时 5% A < 99.50% T > 4 hrs T > 4 小时 10%
2) If SELLER fails to meet the Average Round Trip Delay for any relevant month, SELLER shall pay the service credit(s) to BUYER. The amount of such service credit will be 3% of the respective Monthly Service Charge of the affected China DIA port/circuit. 如果在任一月份，卖方未能达到适用的平均往返时延标准，则卖方应当向买方支付业务赔付金额。该业务赔付总额为受影响互联网专线业务月租费的3%。
3) If SELLER fails to meet the Average Packet Loss Rate for any relevant month, SELLER shall pay the service credit(s) to BUYER. The amount of such service credit will be 3% of the respective Monthly Service Charge of the affected China DIA port/circuit. 如果在任一月份，卖方未能达到适用的平均丢包率标准，则卖方应当向买方支付业务赔...
Service Credit Claim. 1) If SELLER fails to meet the Service Availability for any relevant month, SELLER shall pay a service credit to BUYER calculated in accordance with the table below and paid in accordance with Paragraph 8(4) of this Service Annexure (“Service Credit”). The amount of the Service Credit will be calculated by multiplying the Service Credit Percentage as listed in the table below by the IDC Monthly Service Charge. Duration of Unavailability (Monthly) Service Credit Percentage >44 minutes – 4 hours 1% >4 hours – 8 hours 2% >8 hours – 12 hours 3%
2) The total Service Credit for a failure to meet the Service Availability in any month shall not exceed [ 5% ].
3) BUYER shall notify SELLER in writing of any alleged failure to meet the Service Level promptly and not more than thirty (30) days after the end of the month in which the alleged failure occurred.
4) The Service Credit shall be paid not more than sixty (60) days after the end of the month in which the alleged failure occurred.
