Service Credit Claims i. In order for 21Vianet to consider a Claim, Customer must submit the Claim to Customer Support within two months of the end of the billing month in which the Incident that is the subject of the Claim occurs. Customer must provide to Customer Support all information necessary for 21Vianet to validate the Claim, including but not limited to detailed descriptions of the Incident, the time and duration of the Incident, the affected resources or operations, and any attempts made by Customer to resolve the Incident
ii. 21Vianet will use all information reasonably available to it to validate the Claim and to determine whether any Service Credits are due.
iii. In the event that more than one Service Level for a particular Service is not met because of the same Incident, Customer must choose only one Service Level under which a Claim may be made based on the Incident.
iv. Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable.
Service Credit Claims. To receive a service credit, a Customer must file a claim for such credit within five (5) days following the end of the calendar quarter in which the Service Level Commitment was not met for an applicable Graylog Cloud Service, by contacting Graylog at xxxxxxxxxx@xxxxxxx.xxx with a complete description of the downtime, how the Customer was adversely affected, and for how long. Graylog reserves the right to deny the service credit if the Customer does not qualify. The service credit remedy set forth in this Service Level Schedule is the Customer's sole and exclusive remedy for the unavailability of any applicable Graylog Cloud Service.
Service Credit Claims. 6.1. This SLA represents our entire obligation to you for any period during which the SLA is breached. We shall not be liable to you or to any representative claiming through you for any direct, indirect, consequential or incidental damages or losses or expenses whatsoever, including but not limited to, loss of profits or business and irrespective of whether the claim arises in contract, tort (including negligence), or otherwise in respect of any breach of the SLA.
6.2. Service credits shall be calculated by reference to the records held by us, which shall be conclusive evidence of the level of the Fibre BB with LTE Backup Service provided by us.
6.3. We shall not be liable for any service credit in any case where you do not present the claim for service credit to us within thirty (30) business days after the date on which the SLA is not met and after the end of twelfth (12th) month from the successful activation of the Fibre BB with LTE Backup Service, whichever is later. For the purposes of calculating the amount of service credit, the MRC is deemed to cover 30 calendar days or 720 hours.
6.4. To present a claim, you must email us at xxxxxxxx.xxxxx.xx@xxxxxxxxxx.xxx, addressed to your respective Account Manager and provide;
6.4.1. Your name and contact information
6.4.2. Brief description of the characteristic of the service credit
6.4.3. Evidential data clearly indicating the measurement of the breached SLA
6.4.4. Total service credit claimable
6.5. We will provide written or email confirmation if your claim to service credit is approved or rejected and specify the basis for rejection. We may, as determined by us, set off the amount of service credit against your next xxxx or set off all or part of the service credit amount against any outstanding charges you owe. Under no circumstances will we be obligated to make any refund to you by way of cash payment.
6.6. You shall not be entitled to any compensation under this SLA for a breach in the SLA due to, but not limited to, the following:
6.6.1. fault caused by or arising from your and/or any third party’s network, system, equipment, hardware, software, your and/or third party’s acts and/or omissions;
6.6.2. failure in public network facilities to which the Fibre BB with LTE Backup Service may be connected;
6.6.3. any Equipment directly connected to your local area network which connects to the Fibre BB with LTE Backup Service;
6.6.4. planned outages in our network which we have given advance notice to yo...
Service Credit Claims. 6.1. This SLA represents our entire obligation to you for any period during which the Service Level Agreement is breached. We shall not be liable to you or to any representative claiming through you for any direct, indirect, consequential or incidental damages or losses or expenses whatsoever, including but not limited to, loss of profits or business and irrespective of whether the claim arises in contract, tort (including negligence), or otherwise in respect of any breach of the Service Level Agreement.
6.2. Service Credits shall be calculated by reference to the records held by us, which shall be conclusive evidence of the level of Services provided by us. Residual Service Credits shall not be carried over to subsequent years or subsequent periods (as the case may be).
6.3. We shall not be liable for any Service Credit in any case where you do not present the claim for Service Credit to us within thirty (30) business days after the date on which the Service Level Guarantee is not met and after the end of twelfth (12th) month from the successful activation of the Service, whichever is later. For the purposes of calculating the amount of Service Credit, the Monthly Recurring Charge (MRC) is deemed to cover 30 calendar days or 720 hours.
6.4. To present a claim, you must email us at xxxxxxxxxx@xxxxxxxxxx.xxx.xx, addressed to your respective Account Manager and provide;
Service Credit Claims. (a) We provide this SLA subject to the following terms. These terms will be fixed for the duration of the initial term of the subscription. If a subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. We will provide at least 90 days' notice for adverse material changes to this SLA.
(b) To submit a Credit Claim, Customer must email Customer Support and provide notice of its intention to submit a Credit Claim. Customer must provide to Customer Support all reasonable details regarding the Credit Claim, including but not limited to, detailed descriptions of the Incident(s), the duration of the Incidents, and any attempts made by Customer to resolve the Incident.
(c) In order for us to consider a Credit Claim, you must submit the Credit Claim, including sufficient evidence to support the Credit Claim, within two months of the end of the billing month in which the Incident that is the subject of the Credit Claim occurs.
(d) We will use all information reasonably available to validate your Credit Claim and make a good faith judgment on whether the SLA and Service Levels apply to the Credit Claim.
(e) In the event that more than one Service Level is not met because of the same Incident, you must choose only one Service Level under which a Credit Claim may be made based on that Incident, and no other Claim under any other Service Level will be accepted for that Incident.
Service Credit Claims. 1. In order for 21Vianet to consider a Claim, Customer must submit the Claim to Customer Support within two months of the end of the billing month in which the Incident that is the subject of the Claim occurs. Customer must provide to Customer Support all information necessary for 21Vianet to validate the Claim, including but not limited to detailed descriptions of the Incident, the time and duration of the Incident, the affected resources or operations, and any attempts made by Customer to resolve the Incident
2. 21Vianet will use all information reasonably available to it to validate the Claim and to determine whether any Service Credits are due.
3. In the event that more than one Service Level for a particular Service is not met because of the same Incident, Customer must choose only one Service Level under which a Claim may be made based on the Incident.
4. Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable.
Service Credit Claims. The following conditions apply to service credit claims: Customer will notify Verizon within 30 Business Days following the calendar month where an SLA metric has not been met. No Service Credits will be issued if Verizon is not notified. Verizon will verify any requested Service Credit, and will confirm the amount of the credit, if applicable. Verizon’s Service Credit calculation is the final and definitive assessment of any credit payable. Service Credits will be offset against future charges.
Service Credit Claims. You may initiate a claim for Service Credit by opening a support case. To help Us evaluate Your request, please include detailed information substantiating the claim, including
Service Credit Claims i. Claims must be submitted by the end of the billing month in which the Incident which is the subject of a Claim occurs. ii. ii. Customer must provide to Aryaka Customer Support all reasonable details regarding the Claim, including but not limited to, detailed descriptions of the Incident(s), the duration of the Incident, and any attempts made by Customer to resolve the Incident.
Service Credit Claims. 6.1. Service credits have to be claimed from Sage by your Sage Partner on your behalf. To claim a service credit, a Sage Partner must submit a written request by email to us at xxxxxxxx.xxxxxxxx @xxxx.xxx for Sage Partners based in the United Kingdom or xxxxxxxxxxxxxxxxxxx@xxxx.xxx for Sage Partners based in the Republic of Ireland within 5 Business Days of publication of the Online Solution availability statistics under clause 3 of this Service Level Agreement. Failure to comply with this timescale and process will forfeit your right to claim a service credit.
6.2. We will acknowledge receipt of a request under clause 6.1 within a reasonable timeframe and the amount to be credited on the subsequent invoice we issue to your Sage Partner for your use of the Online Solution will be communicated to you and your Sage Partner within 3 Business Days.
