Common use of Credit Request and Payment Procedures Clause in Contracts

Credit Request and Payment Procedures. To receive a Service Credit, Customer or a User shall submit a claim by opening a case in the Software Service Help System. To be eligible, the credit request must be received by Iron Mountain by the end of the calendar month after which the incident occurred and must include: (i) the words “SLA Credit Request” in the subject line; (ii) the dates and times of each Unavailability incident that Customer or a User is claiming; and (iii) the request logs that document the errors and corroborate the claimed outage, with any confidential or sensitive information removed or redacted. If the Monthly Uptime Percentage of such request is confirmed by Iron Mountain and is less than the Service Commitment, Iron Mountain shall issue the Service Credit to Customer within thirty (30) days following the month in which the request is confirmed by Iron Mountain. Customer’s failure to provide the request and other information as required above will disqualify Customer from receiving a Service Credit.