SERVICE CREDITS FOR DOWNTIME. 3.1 Upon receipt of a validated claim, BT will give the Customer Service Credits as set forth in the table below per failing Functional Service Component up to a maximum of one Month’s charges of the affected Functional Service Component(s). 3.2 The Service Credit will be 1/30th of the monthly Service charges as set out in the Order Form for each started hour of Downtime above the Service Credit Start Point, recorded in a given Month above the Service Credit Start Point. Different Service Credits Start Points (measured in each case from agreed moment of outage, as determined by the subsequent incident management process) apply to each Category as shown in the table below. The service category for the Functional Service Components is specified in paragraph 1.3. Cat A+ 5 mins 1/30th of monthly FSC charges Cat A 20 mins 1/30th of monthly FSC charges Cat B 45 mins 1/30th of monthly FSC charges Cat C 4 hours 1/30th of monthly FSC charges Cat D 7 hours 1/30th of monthly FSC charges 3.3 Application of Service Credits 3.3.1 Service Credits will not be paid out if the Qualifying Fault is not reported in accordance with BT’s fault reporting procedures outlined in paragraph 7 of this Schedule. 3.3.2 Where any single Qualifying Fault arises from one or more Service Elements failures that affect(s) more than one main involved Functional Service Component, Service Credits will be applied to any Functional Service Component directly affected by the Qualifying Fault.
Appears in 5 contracts
Samples: Co Location Service Agreement, Co Location Service Agreement, Co Location Service Agreement
