Common use of Availability Credits Clause in Contracts

Availability Credits. a. In order 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. You must provide the 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. You must submit the Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month that is the subject of the Claim. c. IBM will measure internally total combined Downtime during each Contracted Month 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. For each valid Claim, IBM will apply the highest applicable Availability Credit based on the achieved Service Level during each Contracted Month, as shown on the tables below. IBM will not be liable for multiple Availability Credits for the same Event(s) in the same Contracted Month. d. The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed twelve percent (12%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service.