Service Level Credit Exclusion Clause Samples

A Service Level Credit Exclusion clause defines specific circumstances under which a service provider is not obligated to grant service credits, even if agreed service levels are not met. Typically, this clause lists exceptions such as outages caused by customer actions, force majeure events, or scheduled maintenance, clarifying when credits do not apply. Its core function is to limit the provider's liability for service disruptions outside their control, ensuring fairness and setting clear boundaries for compensation.
POPULAR SAMPLE Copied 1 times
Service Level Credit Exclusion. Service Level Credits do not apply for periods during which the Services are not available for the following reasons: ▪ Stilog or its third party service providers performing system upgrades, enhancements and routine maintenance activities, exceptional maintenance or maintenance determined by Stilog to be an emergency. The routine maintenance will be performed between 8am and 12am French Time and downtime shall not exceed 15 continuous minutes, unless one-day prior notice has been given to Licensee. Exceptional maintenance might occur outside that window and will be subject to a two day prior notice to Licensee, along with an estimate of expected downtime if it exceeds 15 minutes. Stilog will do its best effort to alert Licensee when it performs emergency maintenance and provide an estimate of expected downtime. ▪ Licensee use of the Services or any Licensee End User's use of the Visual Planning application in violation of the Software-as-a-Service Agreement; ▪ Issues relating to Licensee content; ▪ Problems with Licensee's access to Internet; ▪ System administration, commands, file transfers performed by Licensee representatives; ▪ Events described in the Force Majeure provision of the Software-as-a-Service Agreement; ▪ Problems caused by Licensee's use of the Services after Stilog advised Licensee to modify such use, if Licensee did not modify its use as advised; ▪ Problems arising from Licensee or any Third Party's software, hardware, network or other technology or equipment.
View SourceView Similar (3)

Related to Service Level Credit Exclusion

  • Service Level Credits If Verint does not meet the Uptime Percentage levels specified below, Customer will be entitled, upon written request, to a service level credit (“Service Level Credit”) to be calculated, with respect to the applicable Hosted Environment, as follows: • If Uptime Percentage is at least 99.95% of the month’s minutes, no Service Level Credits are provided; or • If Uptime Percentage is 99.75% to 99.94% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is 99.50% to 99.74% (inclusive) of the month’s minutes, Customer will be eligible for a credit of 7.5% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint; or • If Uptime Percentage is less than 99.50% of the month’s minutes, Customer will be eligible for a credit of 10.0% of a monthly average fee derived from one-twelfth (1/12th) of the then-current annual fee paid to Verint. Customer shall only be eligible to request Service Level Credits if Customer notifies Verint in writing within thirty (30) days from the end of the month for which Service Level Credits are due. All claims will be verified against Verint’s system records. In the event after such notification Verint determines that Service Level Credits are not due, or that different Service Level Credits are due, Verint shall notify Customer in writing on that finding. With respect to any Services Level credits due under Orders placed directly by Customer on Verint, Service Level Credits will be applied to the next invoice following Customer’s request and Verint’s confirmation of available credits; with respect to any Service Level Credits due for SaaS Services under Orders placed on Verint by a Verint authorized reseller on Customer’s behalf, Service Level Credits will be issued by such reseller following Customer’s request and Verint’s confirmation of available credits and such Services Level Credits may only be used by Customer with respect to subsequent purchases of Verint offerings through that reseller. Service Level Credits shall be Customer’s sole and exclusive remedy in the event of any failure to meet the Service Levels. Verint will only provide records of system availability in response to Customer’s good faith claims.

  • Service Level Commitment IBM provides the following service level commitment (“SLA”) for the Cloud Service, after IBM makes the Cloud Service available to you.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines:

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Service Levels All service level requirements will be set forth in Exhibit A (“▇▇▇▇.▇▇▇ Referral Service Level Requirements”). Recipient ▇▇▇▇▇▇ agrees to adhere, and encourage Recipient Agent’s adherence, with the version of the ▇▇▇▇.▇▇▇ Referral Service Level Requirements in effect at the time ▇▇▇▇.▇▇▇ identifies the Referral to Recipient Broker/Agent.