![]() ![]() You will not be entitled to a Service Credit if you are in breach of the Terms. ![]() Section 2(b) applies to the Reseller and its applicable orders and invoices with us.ģ. (c) If you ordered a Cloud Product through a Reseller, (x) you or the Reseller remain responsible for submitting a ticket as set forth in Section 2(a) above and (y) any Service Credits will be based on the fees invoiced to the Reseller for your use of the affected Cloud Product under its applicable order(s) with us, we will issue any associated Service Credits to the Reseller (not directly to you), and the Reseller will be solely responsible for issuing the appropriate amounts to you. We reserve the right to deny a Service Credit if you do not qualify for one. The aggregate maximum Service Credits applied to an invoice will not exceed 100% of the amount invoiced for the affected Cloud Product in that invoice billing period (as opposed to the actual month in which the affected Cloud Product was unavailable). Service Credits are non-transferable and may not be applied to any other Cloud Product. No refunds or cash value will be given for unused Service Credits. ![]() We will apply each Service Credit against a future payment otherwise due from you for the affected Cloud Product, provided that your account is fully paid up, without any outstanding payment issues or disputes. (b) The Service Credit will be calculated as set forth here. All calendar months will be measured in the UTC time zone. Our monitoring and logging infrastructure is the source of truth for determining Monthly Uptime Percentage, errors and whether we have met the Service Level Commitment. To receive a Service Credit, you must submit a ticket at with all fields fully and accurately completed, and provide any other reasonably requested information or documentation. (a) If we confirm there is a failure to meet the Service Level Commitment in a particular calendar month and you make a request for service credit within fifteen (15) days after the end of such calendar month, you will be entitled to a credit based on (a) the monthly fees invoiced for the affected Cloud Product you have provisioned in the month experiencing such failure, if you have a monthly subscription plan or (b) 1/12 of annual fees invoiced for the affected Cloud Product you have provisioned, if you have an annual plan (“ Service Credit”). ![]()
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