Packet Delivery. Masergy will meet the following packet delivery metrics between Masergy hubs: Normal Priority Critical (within CSIR) Voice (within CSIR) Video (within CSIR) In the event that Masergy fails to meet its packet delivery target in any given calendar month, Customer will be eligible to receive a credit equal to one week of the affected site's monthly recurring Masergy Service fee (excluding local access circuit charges) for the month in which the packet delivery target is not met. In order to be eligible for the packet delivery credit, Customer must notify Masergy within thirty (30) business days of the end of the month in which the packet delivery failure occurred. Packet delivery will be tested and calculated by Masergy. Customer should open trouble tickets and make claims via the Masergy Portal application, which can be accessed by clicking on the Log In link located on the Masergy website ▇▇▇.▇▇▇▇▇▇▇.▇▇▇; claims may also be submitted via electronic mail sent to ▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇. Packet delivery failures caused by Force Majeure events do not apply and any increments of time affected by such events will not be used in the calculation of the monthly packet delivery measurement.
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Sources: Service Level Agreement (Sla), Service Level Agreement (Sla)