SLA Claims. Customer must notify SailPoint customer service via support ticket within five (5) business days from the occurrence of the SLA incident and provide the details of the incident (a “SLA Claim”). SailPoint will use log files, database records, audit logs and any other information available to validate an SLA Claim and make a good faith judgment on the applicability of this SLA to such SLA Claim. In the event an SLA Claim is denied, SailPoint shall make the information used to validate such SLA Claim available for auditing by Customer at Customer’s request.
SLA Claims. 2.2.1. Client shall have the remedies under the SLA commencing upon thirty (30) days after the Effective Date of the Agreement.
SLA Claims. C.1 Service Levels shall not be measured for purposes of determining Service Credits during the first full calendar month following implementation of the Service for production use, and no Service Credits shall be due for such period.
SLA Claims i. Subscriber must notify Agari customer support within five (5) business days from the date of the incident that causes Subscriber to first believe it is entitled to receive a remedy under any one of the SLAs set forth below. If requested by Xxxxx, Subscriber will provide Agari sustaining documentation for analysis. Failure to comply with these reporting requirements forfeits Subscriber’s right to receive a remedy in connection with an SLA.
SLA Claims. Customer must notify IDVerifact customer service via support ticket within five (5) Business Days from the occurrence of theSLA incident and provide the details of the incident (an “SLA Claim”). IDVerifact will use log files, database records, audit logs and any other information available to validate an SLA Claim and make a good faith judgment on the applicability of this SLA to such SLA Claim. In the event an SLA Claim is denied, IDVerifact shall make the information used to validate such SLA Claim available for auditing by Customer at Customer’s request.
SLA Claims. Service Provider shall, in its quarterly review of the Services, provide Client with Service Level compliance reports based on WMS data as set forth in Section 5.3. Client must submit any claim of Service Level non-compliance into Service Provider’s ticketing system within 15 business days following the end of the applicable measuring period, and such claim must be supported by reasonable documentation (including, without limitation, written statements, affidavits or photographs) or other evidence as may be requested by Service Provider (any such claim, an “Eligible Claim”).
SLA Claims. C.1 All SLA Claims must be made to Proofpoint by authorized Proofpoint Channel Partners, and initiated by a claim by the affected Customer to the applicable Proofpoint Channel Partner. C.2 Channel Partner must notify Proofpoint Customer Support via support ticket within five (5) business days from the occurrence of the SLA incident. Channel Partner’s claim ticket must identify which specific SLA applies and the details of the relevant incident. If requested by Proofpoint, Channel Partner will provide Proofpoint a live copy of the applicable email with the original Proofpoint headers (complete and untampered with) for analysis. Failure to comply with these reporting requirements may forfeit each Customer’s right to receive a remedy in connection with an SLA.
