Common use of Availability Credits Clause in Contracts

Availability Credits. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to the total combined availability during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled Services, and not the monthly subscription fee for each individual Services. You may only submit Claims related to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. a. In order to be eligible to submit a Claim you must have logged log a Severity 1 support ticket (as defined below in the Technical Support section) for each Event with the IBM customer technical support help desk for the applicable Servicedesk, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact You must provide all necessary detailed information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event. b. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which that is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. . c. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. If you report an Event of Application Downtime and an Event of Inbound Data Collection Downtime occurring simultaneously, then IBM will treat the overlapping periods of Downtime as a single period of Downtime, and not as two separate periods of Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based as shown on the table tables below. IBM will not be liable for multiple Availability Credits for the same Event Event(s) in the same Contracted Month. . d. For Bundled Services Service (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. . e. If you purchased the Service from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the Service and SLA commitments, then the Availability Credit will be based on the then-current Relationship Suggested Value Price (RSVP) for the Service in effect for the Contracted Month which is the subject of a Claim, discounted at a rate of 50%. f. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 twenty percent (1020%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. a. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. . b. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. . c. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. . d. IBM will measure internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to the total combined availability during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. . e. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled Services, and not the monthly subscription fee for each individual Services. You may only submit Claims related to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. . f. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. . g. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. . h. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. a. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Cloud Service, in accordance with IBM procedure for reporting Severity Priority 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, Event and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity Priority 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. . b. Your Authorized Contact must submit your Claim for an Availability Credit no later than three ten (310) business days after the end of the Contracted Month which that is the subject of the Claim. . c. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. d. IBM will evaluate the Claim within ten (10) business days after receipt of such Claim. IBM will measure internally total combined Uptime and Excused Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based on as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event Event(s) in the same Contracted Month. . e. For Bundled Services Service (individual Cloud Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesCloud Service. You may only submit Claims related relating to one individual Cloud Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Cloud Service in a bundle in any Contracted Month. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. . f. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s 's records, which will prevail in the event of a conflict with data in your records. . g. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. a. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, Event and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) 24 hours of your first becoming aware that the Event has impacted your use of the Service. . b. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. . c. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. . d. IBM will measure and report internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability Downtime during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled Services, and not the monthly subscription fee for each individual Services. You may only submit Claims related to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. . e. The total Availability Credits awarded with respect to any Contracted Month shall will not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. . f. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. . g. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which that is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted MonthMonth applicable to the corresponding Service Level shown on the table below. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. If Customer reports an Event of Application Downtime and an Event of Inbound Data Processing Downtime occurring simultaneously, then IBM will treat the overlapping periods of Downtime as a single period of Downtime, and not as two separate periods of Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based as shown on the table tables below. IBM will not be liable for multiple Availability Credits for the same Event Event(s) in the same Contracted Month. For Bundled Services Service (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. If you purchased the Service from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the Service and SLA commitments, then the Availability Credit will be based on the then-current Relationship Suggested Value Price (RSVP) for the Service in effect for the Contracted Month which is the subject of a Claim, discounted at a rate of 50%. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 twenty percent (1020%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s 's records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. a. In order to be eligible to submit a Claim Claim, you must have logged log a Severity 1 support ticket for each Event with the IBM customer support help desk for the applicable Servicedesk, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact You must provide all necessary detailed information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event. b. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which that is the subject of the Claim. Your Authorized Contact . c. You must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed detail descriptions of all relevant Events and the Service Level claimed to not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. . d. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based on as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. . e. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. . f. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. . g. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which that is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted MonthMonth applicable to the corresponding Service Level shown on the table below. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. If Customer reports an Event of Application Downtime and an Event of Inbound Data Processing Downtime occurring simultaneously, then IBM will treat the overlapping periods of Downtime as a single period of Downtime, and not as two separate periods of Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based as shown on the table tables below. IBM will not be liable for multiple Availability Credits for the same Event Event(s) in the same Contracted Month. For Bundled Services Service (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. If you purchased the Service from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the Service and SLA commitments, then the Availability Credit will be based on the then-current Relationship Suggested Value Price (RSVP) for the Service in effect for the Contracted Month which is the subject of a Claim, discounted at a rate of 50%. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 twenty percent (1020%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. In order to be eligible to a. To submit a Claim you Claim, Customer must have logged log a Severity 1 support ticket for each Event with the IBM customer technical support help desk for desk, within 24 hours of Customer first becoming aware that the applicable Service, in accordance with Event has impacted Customer’s use of the IBM procedure for reporting Severity 1 support issues. You SaaS. Customer must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, Event and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact Event. b. Customer must submit your the Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month in which is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. Claim arose. c. Availability Credits will be are based on the duration of the Downtime measured from the time you report Customer reports that you were Customer was first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved SLA during each Contracted Month, based on as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. . d. For Bundled Services Service (individual Services IBM SaaS packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual Services. You IBM SaaS. Customer may only submit Claims related relating to one individual Service IBM SaaS in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service IBM SaaS in a bundle in any Contracted Month. . e. If Customer purchased the IBM SaaS from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the IBM SaaS and SLA commitments, the Availability Credit will be based on the then-current Relationship Suggested Value Price (RSVP) for the IBM SaaS in effect for the Contracted Month which is the subject of a Claim, discounted at a rate of 50%. f. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 ten percent (10%) of one twelfth (1/12th) of the annual charge paid by you Customer to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.SaaS.

Availability Credits. a. In order to be eligible to submit a Claim you must have logged log a Severity 1 support ticket (as defined below in the Technical Support section) for each Event with the IBM customer technical support help desk for the applicable Servicedesk, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact You must provide all necessary detailed information about the Event and reasonably assist IBM with the diagnosis and resolution of the Event. b. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which that is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. . c. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. If you report an Event of Application Downtime and an Event of Data Collection Downtime occurring simultaneously, then IBM will treat the overlapping periods of Downtime as a single period of Downtime, and not as two separate periods of Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based as shown on the table tables below. IBM will not be liable for multiple Availability Credits for the same Event Event(s) in the same Contracted Month. For Bundled Services (individual Services packaged d. If you purchased the Service from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the Service and sold together for a single combined price)SLA commitments, then the Availability Credit will be calculated based on the single combined monthly price then-current Relationship Suggested Value Price (RSVP) for the Bundled Services, and not the monthly subscription fee for each individual Services. You may only submit Claims related to one individual Service in effect for the Contracted Month which is the subject of a bundle in any Contracted MonthClaim, and IBM will not be liable for Availability Credits with respect to more than one Service in discounted at a bundle in any Contracted Month. rate of 50%. e. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 twenty percent (1020%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. a. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. . b. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. . c. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. . d. IBM will measure internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to the total combined availability during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. . e. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. f. For Services purchased as part of an Enterprise Software and Services Option (ESSO), Software and Services Special Option (SSSO), or Open Infrastructure Offering (OIO) relationship, the Availability Credit will be calculated based on the then-current published Relationship Suggested Volume Price (RSVP) for the Service in effect for the Contracted Month which is the subject of the Claim. You will be eligible for one third (1/3) of the Availability Credit. g. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. . h. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to the total combined availability during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. a. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact . b. You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which that is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. . c. IBM will measure internally total combined Downtime during each Contracted MonthMonth applicable to the corresponding Service Level shown on the table below. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. If Client reports an Event of Application Downtime and an Event of Inbound Data Processing Downtime occurring simultaneously, then IBM will treat the overlapping periods of Downtime as a single period of Downtime, and not as two separate periods of Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based as shown on the table tables below. IBM will not be liable for multiple Availability Credits for the same Event Event(s) in the same Contracted Month. . d. For Bundled Services Service (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. . e. If you purchased the Service from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the Service and SLA commitments, then the Availability Credit will be based on the then-current Relationship Suggested Value Price (RSVP) for the Service in effect for the Contracted Month which is the subject of a Claim, discounted at a rate of 50%. f. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 twenty percent (1020%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.

Availability Credits. In order to be eligible to a. To submit a Claim you Claim, Customer must have logged log a Severity 1 support ticket for each Event with the IBM customer technical support help desk for desk, within 24 hours of Customer first becoming aware that the applicable Service, in accordance with Event has impacted Customer’s use of the IBM procedure for reporting Severity 1 support issues. You SaaS. Customer must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, Event and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact Event. b. Customer must submit your the Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month in which is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. Claim arose. c. Availability Credits will be are based on the duration of the Downtime measured from the time you report Customer reports that you were Customer was first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved SLA during each Contracted Month, based on as shown in the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. . d. For Bundled Services Service (individual Services IBM SaaS packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual Services. You IBM SaaS. Customer may only submit Claims related relating to one individual Service IBM SaaS in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service IBM SaaS in a bundle in any Contracted Month. . e. If Customer purchased the IBM SaaS from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the IBM SaaS and SLA commitments, the Availability Credit will be based on the then-current Relationship Suggested Value Price (RSVP) for the IBM SaaS in effect for the Contracted Month which is the subject of a Claim, discounted at a rate of 50%. f. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you Customer to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.SaaS.

Availability Credits. i. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. ii. Your Authorized Contact You must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which that is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. iii. IBM will measure internally total combined Downtime during each Contracted MonthMonth applicable to the corresponding Service Level shown on the table below. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. If Client reports an Event of Application Downtime and an Event of Inbound Data Processing Downtime occurring simultaneously, then IBM will treat the overlapping periods of Downtime as a single period of Downtime, and not as two separate periods of Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to based on the total combined availability achieved Service Level during each Contracted Month, based as shown on the table tables below. IBM will not be liable for multiple Availability Credits for the same Event Event(s) in the same Contracted Month. iv. For Bundled Services Service (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled ServicesService, and not the monthly subscription fee for each individual ServicesService. You may only submit Claims related relating to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. v. If you purchased the Service from a valid IBM reseller in a remarketing transaction in which IBM maintains primary responsibility for fulfilling the Service and SLA commitments, then the Availability Credit will be based on the then-current Relationship Suggested Value Price (RSVP) for the Service in effect for the Contracted Month which is the subject of a Claim, discounted at a rate of 50%. vi. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 twenty percent (1020%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM’s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM.