Service Credit Claim Process. When Customer experiences a Fault to which an SLC relates, Customer must:
4.1.1 Notify the appropriate Verizon Help Desk (or Customer Service Center) and open a Trouble Ticket within 72 hours. Verizon may also open a Trouble Ticket on Customer’s behalf as part of the service management as described in the Service Terms. In either case, a Trouble Ticket must have been opened to qualify for the Service Credits issued for failure to meet an SLC.
4.1.2 Make a claim in writing within 15 days of the end of the then current billing month. Verizon will process your claim and, if warranted, provide compensation in the form of a Service Credit within 90 days. The SLA claim process is further detailed below.
Service Credit Claim Process. In order to initiate a claim for Service Credit, Customer must contact COGENT’s customer service group within seven (7) business days after the end of the month for which credit is requested. The Service Credit request must provide: (a) the Customer name and contact information; (b) the date and beginning/end time of the claimed outage or failed metric; and (c) a brief description of the characteristics of the claimed outage or failed metric.
Service Credit Claim Process.
4.1 In order to initate a claim for Service Credit, Customer must contact METROFIBRE’s customer service group within seven (7s business days afer the end of the month for which credit is requested. The Service Credit request must include: as the Customer/End User name and contact informaton; bs the date and beginning/end tme of the claimed outage or failed metric; and cs a brief descripton of the characteristcs of the claimed outage or failed metric.
4.2 Customer will be notfed via e-mail upon resoluton of the request. If rejected, the notfcaton will specify the basis for rejecton. If approved, METROFIBRE will issue Service Credit to Customer’s account, appearing on the next invoice issued. Multple Service Credits will not be given for the same period of tme, i.e., failure to meet multple criteria during a period of tme generates only a single Service Credit. The total number of all Service Credits for all failures to meet Guarantees occurring in a given month may not exceed 20% of the total Monthly Recurring charge actually paid by Customer for Service during that month. Service Credits will be credited against Customer’s monthly payment for Monthly Recurring Charges and will not be received in the form of a refund.
4.3 The Guarantees and Service Credits provided for in this SLA assume compliance by Customer with the terms and conditons of its MSA with METROFIBRE, and the failure of Customer to comply with those terms and conditons may invalidate METROFIBRE’s guarantees provided herein. No credit is available for a Customer that: as restricts METROFIBRE from monitoring Customer’s premises router; bs does not provide the necessary reasonable access to personnel and facilites at the Customer’s premises to enable METROFIBRE to perform comprehensive troubleshootng; or cs whose account is not in good fnancial standing with METROFIBRE.
4.4 METROFIBRE is not liable for failure to fulfl its obligatons hereunder if such failure is due to Customer or its customer’s tampering with any equipment, or due to acts beyond METROFIBRE’s reasonable control, such as Force Majeure.
Service Credit Claim Process. In order to initiate a claim for Service Credit, Customer must contact NetFortris’s customer service group within seven
Service Credit Claim Process. In order to initiate a claim for Service Credit, Customer must contact the NetFortris customer service group within seven (7) business days after the end of the month for which credit is requested. The Service Credit request must provide: (a) the Customer name and contact information, (b) the date and beginning/end time of the claimed outage or failed metric, and (c) a brief description of the characteristics of the claimed outage or failed metric. Customer will be notified via email upon resolution of the request. If rejected, the notification will specify the basis for rejection. If approved, NetFortris will issue Service Credit to Customer’s account, appearing on the next invoice issued. Multiple Service credits will not be given for the same period of time, i.e. failure to meet multiple criteria during a period of time generates only a single Service Credit. Service Credits will be credited against a Customer’s monthly payment for Monthly Recurring Charges and may not be received in the form of a refund.
Service Credit Claim Process. To receive a Service Credit hereunder, you must notify our Infrastructure Operations Centre within seventy-two (72) hours of the first occurrence of the incident affecting EPIX Services. A Service Level violation will be measured from the time that you notify us of such violation until such time as the Service Level in question is restored to the parameters set forth herein but will not include any testing period required to be performed by you. For the avoidance of doubt, our internal records shall serve as the final source of reference when any discrepancies arise between your and our records in respect of a Service Level violation. Any Service Credit confirmed due by us shall be reflected in your first full invoice following the month in which we verified the reported incident.
Service Credit Claim Process. In order to initiate a claim for Service Credit, Customer must contact Trinity Cyber’s Client Success Management team at xxxxxxxxxxxxx@xxxxxxxxxxxx.xxx within seven (7) business days after the end of the month for which credit is requested. The Service Credit request must provide: (a) the Customer name and contact information; (b) the date and beginning/end time of the claimed outage or failed metric; and (c) a brief description of the characteristics of the claimed outage or failed metric.
Service Credit Claim Process. All service credit is calculated post completion of one (1) service quarter. To initiate a claim for Service Credit with respect to the Network Availability Guarantees, Customer shall submit a Service Credit Request Form within seven (7) business days after the end of the service quarter during which the outages occurred. Customer to claim service credits within maximum of 90 days post end of a service quarter.
a. Customer Name and contact information b. TICKET number, circuit ID and billing code.
Service Credit Claim Process. In order to initiate a claim for Service Credit, Client must contact CBS’s Client service group within seven (7) business days after the end of the month for which credit is requested. The Service Credit request must provide: (a) the Client name and contact information; (b) the date and beginning/end time of the claimed outage or failed metric; and (c) a brief description of the characteristics of the claimed outage or failed metric. Client will be notified via e-mail upon resolution of the request. If rejected, the notification will specify the basis for rejection. If approved, CBS will issue Service Credit to Client’s account, appearing on the next invoice issued. Multiple Service Credits will not be given for the same period of time, i.e., failure to meet multiple criteria during a period of time generates only a single Service Credit. The total number of all Service Credits for all failures to meet Guarantees occurring in a given month may not exceed the total Monthly Recurring charge actually paid by Client for Service during that month. Service Credits will be credited against a Client’s monthly payment for Monthly Recurring Charges and may not be received in the form of a refund. The Guarantees and Service Credits provided for in this SLA assume compliance by Client with the terms and conditions of its MSA with CBS and the failure of
Service Credit Claim Process. 6.4.1. In order to initiate a claim for a Service Credit, the Customer must contact MetroFibre’s Finance Department (xxxxxxx@xxxxxxxxxx.xx.xx) within 7 (seven) Business Days after the end of the month for which Service Credit is requested. No claims for Service Credits will be entertained by MetroFibre after this period.
6.4.2. The Service Credit request must include:
6.4.2.1. the Ticket number;
6.4.2.2. the Customer/end user name and contact information;
6.4.2.3. the date and beginning/end time of the claimed outage or failed metric; and
6.4.2.4. a brief description of the characteristics of the claimed outage or failed metric.
6.4.3. The Customer will be notified via e-mail upon resolution of the request. If rejected, the notification will specify the basis for rejection. If approved, MetroFibre will issue the Service Credit to the Customer’s account, appearing on the next invoice issued. Service Credits will be credited against the Customer’s due and payable MRC and will not be received in the form of a refund. Multiple Service Credits will not be given for the same period of time, i.e., failure to meet multiple criteria during a period of time generates only a single Service Credit.
6.4.4. The commitments and Service Credits provided for in this SLA assume compliance by the Customer with the terms and conditions of its Master Services Agreement with MetroFibre, and the failure of the Customer to comply with those terms and conditions may invalidate MetroFibre’s undertakings provided herein.
6.4.5. No Service Credits are available to a Customer in respect of any of the Service Level exclusions set out in clause 5 above.
6.4.6. The Customer accepts and agrees that should the Customer claim a Service Credit as provided for herein, this shall be the Customer’s sole remedy against MetroFibre and the Customer shall not be entitled to any further or additional remedy provided in the Master Services Agreement or elsewhere.
