Service Credit Request. In order to receive Service Credits, Customer must notify Riverbed within thirty (30) days of the last calendar day of the month in which the Monthly Uptime Percentage was less than the Service Availability Commitment. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.
Service Credit Request. Customer must submit a written request to claim a Service Credit no later than thirty (30) days following the event which gives rise to Customer’s right to request the Service Credit. Failure to request an allowance within such period shall constitute a waiver of any claim for a Service Credit.
Service Credit Request. In order to receive a service credit under this service level agreement, Customers must request a service credit by emailing xxx@xxxxxxxx.xx.xx, within 15 days of the month for which the service credit is being requested. Customers who are part due or in default, or in breach of the Agreement are not eligible for any service credit under the terms of this Agreement.
Service Credit Request. In order to receive a Service Credit as described herein, You must request a Service Credit within 30 calendar days from the end of the month in which the Service Availability was not met, and You must provide details of the claim, as reasonably requested by eLabNext. The request must be submitted by sending an email to xxxxxxx@xxxxxxxx.xxx with as subject Service Credit Claim (SCC). Any claim request which is successfully submitted will receive a response indicating the request was received. If You do not receive this response, the claim is deemed not received by eLabNext and You must resubmit Your claim in order for eLabNext to consider the request for a Service Credit. You are not eligible for any service credit under this Service Level Commitment if Your account is past due or in default concerning any payment or any material contractual obligations to eLabNext. The Service Credit is valid for up to two years from the quarter for which the credit is issued.
Service Credit Request. In order to receive a service credit under this service level agreement, Customers must request a service credit by emailing xxxxxxx@xxxxxxxxx.xxx, within 15 days of the month for which the service credit is being requested. Customers who are part due or in default, or in breach of the Agreement are not eligible for any service credit under the terms of this Agreement. Following the successful acknowledgement of the service credit by Workbooks, the Customers current Subscription Term will be extended to include the additional service credit period. Workbooks will endeavour to provide Technical Support for Customers between 9:00am until 5:00pm GMT weekdays, excluding Public Bank Holidays in England & Wales. When the Customer logs a Technical Support Case, Workbooks will prioritise the call and respond as defined in the table below. One Critical Priority: A problem in which the customer’s production Workbooks systems are down or not functioning, or where there is a major feature failure or production data loss or corruption, or where there is a security breach which exposes customer data to third-parties. Respond to all calls within 1 hour. Respond to all calls within 1 hour. As soon as possible but no later than within one Day of the call.
Service Credit Request. 4.3.1 Customer must request a Service Credit in writing either via a support ticket or by postal mail no later than seven (7) days following the occurrence of the event giving rise to the Service Credit.
4.3.2 FATHOM will contact Customer within 30 days to approve or reject the claim or to request more information.
Service Credit Request. 4.3.1 Customer must request a Service Credit in writing either via a support ticket or by postal mail no later than seven (7) days following the occurrence of the event giving rise to the Service Credit.
4.3.2 FATHOM will contact Customer within 30 days to approve or reject the claim or to request more information. Should FATHOM not meet certain SLOs as described in this Agreement, Customer shall receive service credits for those particular SLOs. The service credits will be issued at the rates described below beginning on January 1, 2019. The service credit rates and caps shall be subject to the same Inflation Adjuster described in Exhibit A, provided that the appropriate Recurring Services Fees and corresponding Inflation Adjusters(s) are being paid in full.
Service Credit Request. Client must request all SLA Credits by providing written notice to Octolan in accordance with the notice provisions of the Order. Each such written notice must contain, at a minimum, the following: (i) date and time of the alleged Monthly Downtime incident, (ii) the affected portion of the Software Product, and (iii) copies of all request logs or other documentation that confirm such Monthly Downtime. Client shall also provide any other information reasonably requested by Octolan in its verification process. If Octolan determines that the Monthly Uptime Percentage fell below 99.9% in a calendar month, Client shall receive the applicable SLA Credit on Client’s next invoice for recurring subscription Fees for the Software Product after such determination is made. Client’s failure to properly notify Octolan of Monthly Downtime within thirty (30) days of the end of the applicable calendar month shall waive Client’s right to pursue SLA Credits for such Monthly Downtime. For the avoidance of doubt, in no event shall Monthly Downtime relieve Client of its payment obligations for the Software Product.
Service Credit Request. Client must request all SLP Credits in writing provided to TravelNet in accordance with the terms of the Agreement for written notifications. Each such written request must contain, at a minimum, the following: (i) date and time of the alleged Downtime incident,
Service Credit Request. Customer must provide a written request (e-mail acceptable) within thirty (30) calendar days from the period to which the Service Credit relates. To be eligible for a Service Credit, Customer must log a support ticket with Instabase within 24 hours of becoming aware of each incident that impacts Service Availability. Customer must attach to the Service Credit request all information for Instabase to validate the request, including but not limited to for each incident: (i) a detailed description of the incident, including Xxxxxxxx’s logs that document or corroborate the incident; (ii) information regarding the time and duration the production instance of the platform was not Available; and (iii) a description of the Customer’s attempts to resolve the Incident at the time of occurrence. Customer agrees to reasonably assist Instabase in investigating the cause of the platform not being Available and processing the Service Credit request. Any Service Credits will be applied against the next invoice issued to Customer, or if the Fees for the SaaS Services are paid on an annual basis, Instabase will pay or credit the Service Credit at the end of the applicable annual period. Features or SaaS Services designated as “Beta”, “Early Access”, “Private Preview” or “Evaluation” are not eligible for Service Credits.
