Service Credit Process Clause Samples

Service Credit Process. To be eligible to receive a Service Credit, Customer must submit a request by sending an email to ▇▇▇▇▇▇▇@▇▇▇▇.▇▇▇ within 15 days after the suspected period of non-Availability that is the basis of Customer’s Service Credit request. Further, the credit request must include: (a) the dates, times and duration of each incident of purported non-Availability; (b) a detailed description of the events resulting in non-Availability and any documentation that corroborate Customer’s claimed outage; (c) the number and location(s) of affected users; and (d) descriptions of Customer attempts to resolve the events resulting in non-Availability at the time of occurrence. Notwithstanding the foregoing, if the Customer is overdue with respect to any payment obligation, or otherwise in material breach of any contractual obligation to Qlik, Customer is not eligible for any Service Credits. Service Credits will be applied to Customer’s next annual invoice following the final determination of the request. Customer must reasonably assist Qlik with any problem diagnosis and resolution attempts. Qlik and Customer will work in good faith to resolve any disputes relating to Customer’s Service Credit request.

Service Credit Process. ‌ Claim Process Required Information a. Organization name b. Administrative Contact's name and contact information ▇. ▇▇▇▇ and beginning/end time of outage or failed metric d. Brief description of the characteristics of the outage or failed metric. Approved Service Level Guarantee credits will be applied to the Customer's billing during the billing cycle following the claim approval.

Service Credit Process. To receive a Service Credit, Customer must submit a request by sending an email to ▇▇▇▇▇@▇▇▇▇▇.▇▇▇. To be eligible, the credit request must: (a) include the dates and times of each Unavailability incident that Customer claims to have experienced, along with sufficient details to enable Qubit to verify the information; and (b) be received by Qubit within ten (10) Days after the last Failed Connection that is part of Customer’s Service Credit claim. If Customer is past due with respect to any payment obligation, or otherwise in material breach of any contractual obligation to Qubit, Customer is not eligible for any Service Credits. Service Credits will be issued to Customer within sixty (60) days after Qubit confirms that Customer qualifies for the Service Credit under this clause.

Service Credit Process. 2.5.1. Filing Period. Service Availability and/or Service Interruption claims must be submitted to Company within seven (7) calendar days of the occurrence of the event. Network Latency and Packet Loss claims must be submitted not later than thirty (30) calendar days after the last day of the month in which the failed metric occurred. Each claim must be filed by Customer's Administrative Contact and the claim must include the following information, (a) Customer name and site name, (b) contact's name and contact information, (c) date and beginning/end time of outage or failed metric, and (d) the specific Company support ticket number opened about the performance issue and brief description of the characteristics of the outage or failed metric. 2.5.2. Claim Process. Customer must submit the required information by electronic mail to ▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇▇. Company will acknowledge all claims within five

Service Credit Process. 2.5.1. Filing Period. Service Availability and/or Service Interruption claims must be submitted to Company within seven (7) calendar days of the occurrence of the event. Network Latency and Packet Loss claims must be submitted not later than thirty (30) calendar days after the last day of the month in which the failed metric occurred. Each claim must be filed by Customer's Administrative Contact and the claim must include the following information, (a) Customer name and site name, (b) contact's name and contact information, (c) date and beginning/end time of outage or failed metric, and (d) the specific Company support ticket number opened about the performance issue and brief description of the characteristics of the outage or failed metric. 2.5.2. Claim Process. Customer must submit the required information by electronic mail to ▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇▇. Company will acknowledge all claims within five (5) business days and will review all claims within ten (10) business days of receipt. Customer will be informed by electronic mail whether the appropriate service credit claim will be granted or rejected. If rejected, the notification will specify the basis for rejection. Approved Service Level Guarantee credits will be applied to the Customer's billing during the billing cycle following the month in which the claim was approved.

Service Credit Process. If AHSAY is unable to meet any of the SERVICE LEVELS set out in section 1.1 during any calendar month (as confirmed by AHSAY), YOU, upon written or email request to AHSAY within thirty days from the last day of the calendar month in which the failure or service interruption occurred, will be provided with the CREDIT as set out in section 1.1. AHSAY will apply the CREDIT to the next available billing period following your request. The maximum value of the CREDIT claimed by YOU will not exceed 20% of the monthly recurring fees of the BIaaS.

Service Credit Process. Requests for credits must be submitted to Global Crossing within 45 calendar days of the occurrence of the event giving rise to the credit entitlement. All such claim must include details of the date and beginning/end time of the outage or failed metric and of the specific trouble ticket number opened in relation each such outage / metric. Global Crossing will acknowledge all claims within ten (10) business days and will review all claims within fifteen (15) business days of receipt. Customer will then be informed by electronic mail whether the appropriate service credit claim has been accepted. If rejected, the notification will specify in reasonable detail the basis for rejection. 5.5 General terms applying to these service level guarantees: (a) SLA credits are calculated after deduction of all discounts and other special pricing arrangements, and are not applied to governmental fees, taxes, surcharges and similar additional charges. (b) In no event will SLA credits in any calendar month exceed 100% of the total charges payable by Customer for the applicable CDN Services in that month. (c) As a condition of entitlement to SLA credits, Customer shall cooperate with Global Crossing in addressing any reported CDN Services problems. (d) All approved SLA credits claimed by Customer for a given month will be totaled and applied to Customer’s next following invoice for the CDN Services, or as promptly thereafter as is practical in the event of a dispute. (e) SLA credits provided for in these terms and conditions are Customer’s exclusive remedy with respect to items covered in these terms and conditions.

Service Credit Process. If at the end of a calendar month the Monthly Network Availability Percentage is less than 99.99%, or if Customer experiences Excess Packet Loss or Excess Latency, Customer is eligible to receive a Service Credit, subject to the following: 1. One Service Credit per calendar month may be claimed by Customer for each of the above. 2. In order to receive a Service Credit for a Monthly Network Availability Percentage of less than 99.99%, Customer must notify the IBM Call Management Center during the Outage which caused the Monthly Network Availability Percentage miss. Failure to so notify IBM within this time period will result in loss of Customer’s eligibility for the subject Service Credit. 3. In order to receive a Service Credit for either Excess Packet Loss or Excess Latency, Customer must notify the IBM Call Management Center within five (5) business days from the end of the calendar month for which Customer believes either Excess Packet Loss or Excess Latency has occurred. Failure to so notify IBM within this time period will result in loss of Customer’s eligibility for the subject Service Credit. 4. If one single Outage causes Excess Latency, Excess Packet Loss and a Monthly Availability Percentage of less than 99.99%, Customer is eligible for only one Service Credit.

Service Credit Process. CCI guarantees that Managed within four hours will result in a 100% refund of the Managed Router or Routers or Switches will be replaced onsite within four hours of a non- Switch charge for that month’s charge. repairable designation by the Advanced Services Team. Failure to replace it v 20241121-CC Page 12 of 21 Managed Router/Switch Addendum, v20211123 DESCRIPTION OF LONG DISTANCE SERVICES. CCI will provide Long Distance Services to you as set forth on your order for Long Distance Services under the Agreement or a separate service order for Long Distance Services (a “Service Order”). Each Service Order will identify the scope of the Long Distance Services and/or equipment that is the subject of such Service Order. Domestic Outbound 1+ Calling are long distance calls originated by you dialing 1+ area code + seven (7) digit number to locations throughout North America (including all 50 states), Puerto Rico, Guam, Saipan, and US Virgin Islands. Rates include transport and call termination. Domestic Inbound 1+ Calling (“Toll Free Services”) are long distance calls terminated to you without charge to the originating caller for calls made from locations throughout the US, Canada or the Caribbean. Rates include call origination and transport of calls.