Common use of Service Credit; Eligibility Clause in Contracts

Service Credit; Eligibility. To be eligible to receive a service credit for Atlassian’s failure to meet the Service Level Commitment, Customer must open a case in the Opsgenie support center by the end of the second billing cycle after the cycle in which the incident occurred and provide the date and time of each alleged failure to meet the Service Level Commitment and any other reasonably requested information or documentation. Atlassian’s monitoring and logging infrastructure, which consists of both internal and third party services, is the sole source of truth for determining whether Atlassian has met the Service Level Commitment.