{"component": "clause", "props": {"groups": [{"snippet_links": [{"key": "service-level-commitment", "type": "definition", "offset": [38, 62]}, {"key": "cloud-service", "type": "definition", "offset": [79, 92]}, {"key": "calendar-quarter", "type": "clause", "offset": [100, 116]}, {"key": "measurement-period", "type": "clause", "offset": [117, 135]}, {"key": "customer-may", "type": "clause", "offset": [137, 149]}, {"key": "a-credit", "type": "definition", "offset": [156, 164]}, {"key": "the-customer", "type": "definition", "offset": [251, 263]}, {"key": "no-credit", "type": "clause", "offset": [317, 326]}], "samples": [{"hash": "gUgifRpyuc3", "uri": "/contracts/gUgifRpyuc3#service-level-credit", "label": "Hosted Service Terms", "score": 35.4444007874, "published": true}, {"hash": "iCWK2gAApSO", "uri": "/contracts/iCWK2gAApSO#service-level-credit", "label": "License and Support Agreement", "score": 35.1368713379, "published": true}, {"hash": "4yMG4Hc0nkF", "uri": "/contracts/4yMG4Hc0nkF#service-level-credit", "label": "Hosted Service Terms", "score": 35.0716896057, "published": true}], "snippet": "If Graylog fails to achieve the above Service Level Commitment for the Graylog Cloud Service over a calendar quarter measurement period, Customer may claim a credit for such Graylog Cloud Service as provided below which will result in an extension to the Customer\u2019s term. AVAILABILITY PER CALENDAR QUARTER CREDIT 100 NO CREDIT Less than 99.9% 8 Hours Less than 99.0% 1.5 Days Less than 95.0% 3 Days", "size": 6, "hash": "ae682bfd9f2fd816ea7bcfe38ed45752", "id": 1}, {"snippet_links": [{"key": "interruption-of-service", "type": "clause", "offset": [9, 32]}, {"key": "working-day", "type": "definition", "offset": [48, 59]}, {"key": "approved-procedures", "type": "definition", "offset": [154, 173]}, {"key": "provide-a", "type": "definition", "offset": [247, 256]}, {"key": "fees-due", "type": "clause", "offset": [323, 331]}, {"key": "by-the-licensee", "type": "clause", "offset": [347, 362]}, {"key": "continuous-hours", "type": "clause", "offset": [424, 440]}, {"key": "following-the", "type": "definition", "offset": [498, 511]}, {"key": "service-level-credits", "type": "clause", "offset": [575, 596]}, {"key": "a-non", "type": "clause", "offset": [654, 659]}, {"key": "public-holiday", "type": "clause", "offset": [676, 690]}, {"key": "hours-of", "type": "clause", "offset": [811, 819]}, {"key": "interruptions-of-service", "type": "clause", "offset": [1010, 1034]}, {"key": "in-no-case", "type": "clause", "offset": [1061, 1071]}, {"key": "the-service", "type": "clause", "offset": [1078, 1089]}, {"key": "fees-paid", "type": "clause", "offset": [1133, 1142]}, {"key": "by-licensee", "type": "clause", "offset": [1143, 1154]}], "samples": [{"hash": "apjVkEkxiWh", "uri": "/contracts/apjVkEkxiWh#service-level-credit", "label": "Software as a Service Agreement", "score": 26.5742645264, "published": true}, {"hash": "2xrzKKnXAv5", "uri": "/contracts/2xrzKKnXAv5#service-level-credit", "label": "Software as a Service Agreement", "score": 26.3716640472, "published": true}, {"hash": "aIT8rVMaIpt", "uri": "/contracts/aIT8rVMaIpt#service-level-credit", "label": "Software as a Service Agreement", "score": 26.2183437347, "published": true}], "snippet": "For each Interruption of Service occurring on a working day and lasting more than 24 hours after the interruption has been reported to Stilog through the Approved Procedures below, and after Stilog has duly reviewed the Interruption, Stilog shall provide a Service Level Credit of no more than one (1) month of the License fees due for that month by the Licensee to Stilog. Any Interruption of Service which is less than 24 continuous hours after the said Interruption of Service has been reported following the Approved Procedure below shall not be eligible for an award of Service Level Credits. Any Interruption of Service occurring on or reported on a non-working day, US public holiday or French public holiday will be accounted for an Interruption of Service starting on the next working day at midnight. Hours of Interruption of Service occurring on a non-working day, US public holiday or French public holiday do not count toward this 24 hours limit. The Licensee cannot combine several discontinuous Interruptions of Service to meet this calculation. In no case shall the Service Level Credit exceed the cloud subscription fees paid by Licensee to Stilog for the month in which the Interruption of Service occurred.", "size": 3, "hash": "ef76d82640ce9625d6faf4b2b3b6fdea", "id": 3}, {"snippet_links": [{"key": "supplier-shall", "type": "clause", "offset": [43, 57]}, {"key": "pay-to", "type": "definition", "offset": [74, 80]}, {"key": "monthly-charges", "type": "clause", "offset": [103, 118]}, {"key": "in-the-event-of-a", "type": "clause", "offset": [120, 137]}, {"key": "service-level-default", "type": "definition", "offset": [138, 159]}, {"key": "subject-to", "type": "clause", "offset": [161, 171]}], "samples": [{"hash": "7aEG7s9gV2b", "uri": "/contracts/7aEG7s9gV2b#service-level-credit", "label": "Master Services Agreement (Gap Inc)", "score": 24.6960983276, "published": true}, {"hash": "95hjEzzwJDT", "uri": "/contracts/95hjEzzwJDT#service-level-credit", "label": "Master Services Agreement (Gap Inc)", "score": 24.4414787292, "published": true}], "snippet": "(s) shall mean the monetary amount(s) that Supplier shall be obligated to pay to Gap (or apply against Monthly Charges) in the event of a Service Level Default, subject to *.", "size": 3, "hash": "44149d37948ed93845df0664d62eaed8", "id": 6}, {"snippet_links": [{"key": "in-the-event", "type": "clause", "offset": [0, 12]}, {"key": "days-late", "type": "definition", "offset": [79, 88]}, {"key": "to-receive", "type": "definition", "offset": [161, 171]}, {"key": "equal-to", "type": "definition", "offset": [192, 200]}, {"key": "computer-processing", "type": "clause", "offset": [240, 259]}, {"key": "preparation-and", "type": "clause", "offset": [302, 317]}, {"key": "processing-charge", "type": "clause", "offset": [346, 363]}, {"key": "business-day", "type": "definition", "offset": [410, 422]}, {"key": "in-no-event-shall", "type": "clause", "offset": [478, 495]}, {"key": "the-total", "type": "clause", "offset": [496, 505]}, {"key": "a-credit", "type": "definition", "offset": [651, 659]}, {"key": "sole-and-exclusive-remedy", "type": "clause", "offset": [749, 774]}, {"key": "service-level-credits", "type": "clause", "offset": [780, 801]}, {"key": "the-commencement-date", "type": "clause", "offset": [887, 908]}], "samples": [{"hash": "fUWCuk0brKI", "uri": "/contracts/fUWCuk0brKI#service-level-credit", "label": "Information Technology Services Agreement (Independent Bank Corp)", "score": 26.1745376587, "published": true}, {"hash": "hVIKW12oodU", "uri": "/contracts/hVIKW12oodU#service-level-credit", "label": "Information Technology Services Agreement (Independent Bank Corp)", "score": 24.1718006134, "published": true}], "snippet": "In the event that any of the statements/documents are mailed more than two (2) days late due solely to the fault of FIS, Client may request and will be entitled to receive a processing credit equal to ***** percent (*****%) of that month\u2019s computer processing, laser printing, folding, inserting, mail preparation and postal presorting charges (\u201cProcessing Charge\u201d) for such late statements/documents for each business day that FIS is late in mailing such statements/documents. In no event shall the total of any such credits exceed that month\u2019s total Processing Charge. In no event shall Client receive a service level credit for printing errors and a credit for late statements/documents for the same occurrence. Any such credit shall be Client\u2019s sole and exclusive remedy. The service level credits described in this section shall not apply during the first sixty (60) days following the Commencement Date.", "size": 2, "hash": "619eef2bd9197ce3f33ec5f486696303", "id": 7}, {"snippet_links": [{"key": "this-subsection", "type": "definition", "offset": [16, 31]}, {"key": "service-level-agreement", "type": "clause", "offset": [64, 87]}, {"key": "by-the-client", "type": "clause", "offset": [98, 111]}, {"key": "in-the-event", "type": "clause", "offset": [159, 171]}, {"key": "response-times", "type": "definition", "offset": [217, 231]}, {"key": "the-client-shall", "type": "clause", "offset": [279, 295]}, {"key": "based-on", "type": "definition", "offset": [340, 348]}, {"key": "total-service-credit", "type": "definition", "offset": [372, 392]}, {"key": "actual-response-time", "type": "definition", "offset": [397, 417]}, {"key": "maximum-time", "type": "clause", "offset": [432, 444]}, {"key": "monthly-cost", "type": "clause", "offset": [453, 465]}, {"key": "for-service", "type": "clause", "offset": [466, 477]}, {"key": "credit-limitations", "type": "clause", "offset": [501, 519]}, {"key": "per-incident", "type": "definition", "offset": [573, 585]}, {"key": "irrespective-of-the", "type": "clause", "offset": [594, 613]}, {"key": "the-total", "type": "clause", "offset": [665, 674]}, {"key": "any-non", "type": "clause", "offset": [702, 709]}, {"key": "equal-to", "type": "definition", "offset": [823, 831]}, {"key": "not-payable", "type": "definition", "offset": [864, 875]}, {"key": "monthly-fee", "type": "clause", "offset": [978, 989]}, {"key": "by-the-company-for", "type": "clause", "offset": [998, 1016]}, {"key": "the-device", "type": "clause", "offset": [1209, 1219]}, {"key": "no-credit", "type": "clause", "offset": [1259, 1268]}, {"key": "request-process", "type": "clause", "offset": [1277, 1292]}, {"key": "the-client-agrees", "type": "clause", "offset": [1294, 1311]}, {"key": "the-company-shall", "type": "clause", "offset": [1317, 1334]}, {"key": "to-the-client", "type": "clause", "offset": [1349, 1362]}, {"key": "consequential-damages", "type": "clause", "offset": [1371, 1392]}, {"key": "not-limited", "type": "clause", "offset": [1408, 1419]}, {"key": "loss-of-profits", "type": "clause", "offset": [1423, 1438]}, {"key": "business-opportunities", "type": "definition", "offset": [1455, 1477]}, {"key": "arising-out-of", "type": "definition", "offset": [1492, 1506]}, {"key": "in-connection-with", "type": "clause", "offset": [1510, 1528]}, {"key": "compliance-with-the", "type": "clause", "offset": [1538, 1557]}, {"key": "service-level-credits", "type": "clause", "offset": [1584, 1605]}, {"key": "sole-and-exclusive-remedy", "type": "clause", "offset": [1639, 1664]}, {"key": "available-to", "type": "definition", "offset": [1665, 1677]}, {"key": "compliance-by-the-company", "type": "clause", "offset": [1706, 1731]}, {"key": "the-provisions-of-this", "type": "clause", "offset": [1733, 1755]}, {"key": "termination-or-expiration-of-this-agreement", "type": "clause", "offset": [1781, 1824]}], "samples": [{"hash": "bRZxhb6VdCn", "uri": "/contracts/bRZxhb6VdCn#service-level-credit", "label": "Service Agreement", "score": 31.3191699982, "published": true}, {"hash": "1atHVWNY0ut", "uri": "/contracts/1atHVWNY0ut#service-level-credit", "label": "Service Agreement", "score": 31.1679515839, "published": true}], "snippet": "For purposes of this subsection, \u201cSLA\u201d refers to the Applicable Service Level Agreement purchased by the Client, whether Essentials, Standard, and Enterprise. In the event that the Company fails to meet the specified response times as per the SLAs for any given incident/ticket, the Client shall be eligible for a service credit calculated based on the following formula: Total Service Credit = ((Actual Response Time/SLA\u2019s Defined Maximum Time) - 1) * Monthly cost for service on the specific device Credit Limitations:\na. There shall be a cap of one Total Service Credit per incident/ticket, irrespective of the duration beyond the SLA\u2019s Defined Maximum Time.\nb. The Total Service Credit awarded for any non-compliance of the SLA\u2019s Defined Maximum Time must exceed $10.00. Any calculated credit amounting to less than or equal to $10.00 shall be deemed void and not payable.\nc. The Total Service Credit applicable for a specific device in any given month shall not exceed the monthly fee charged by the Company for that specific device.\nd. The Total Service Credit applicable shall not provide credit for more than four (4) of the Client\u2019s clearly associated devices.\ne. If there is no clear association of the device with the incident, then there shall be no credit. Credit Request Process: THE CLIENT AGREES THAT THE COMPANY SHALL NOT BE LIABLE TO THE CLIENT FOR ANY CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, REVENUE, BUSINESS OPPORTUNITIES, OR GOODWILL, ARISING OUT OF OR IN CONNECTION WITH ANY NON- COMPLIANCE WITH THE SLA SPECIFIED HEREIN. THE SERVICE LEVEL CREDITS OUTLINED IN THIS SECTION ARE THE SOLE AND EXCLUSIVE REMEDY AVAILABLE TO THE CLIENT FOR ANY SLA NON- COMPLIANCE BY THE COMPANY. THE PROVISIONS OF THIS WAIVER SHALL SURVIVE THE TERMINATION OR EXPIRATION OF THIS AGREEMENT.", "size": 2, "hash": "ca425c159a727b5ce4a9140748bffc59", "id": 8}, {"snippet_links": [{"key": "pursuant-to-the", "type": "definition", "offset": [56, 71]}, {"key": "five-percent", "type": "clause", "offset": [147, 159]}, {"key": "calendar-quarter", "type": "clause", "offset": [211, 227]}, {"key": "in-the-event", "type": "clause", "offset": [229, 241]}, {"key": "in-the-aggregate", "type": "definition", "offset": [292, 308]}, {"key": "support-term", "type": "definition", "offset": [403, 415]}, {"key": "licensee-agrees", "type": "clause", "offset": [417, 432]}, {"key": "the-applicable", "type": "clause", "offset": [615, 629]}], "samples": [{"hash": "io85kFi2Ypu", "uri": "/contracts/io85kFi2Ypu#service-level-credit", "label": "Sap Support Agreement", "score": 22.1635856628, "published": true}], "snippet": "2.1.4.1 SAP shall be deemed to have met its obligations pursuant to the SLAs as stated above by reacting within the allowed t ime frames in ninety-five percent (95%) of the aggregate cases for all SLAs within a Calendar Quarter. In the event Licensee submits less than twe nty (20) messages (in the aggregate for all SLAs) pursuant to the SLAs stated above in any Calendar Quarter during the Enterprise Support term, Licensee agrees that SAP shall be deemed to have met the its obligations pursuant to the SLAs stated above if SAP has not exceeded the stated SLA time- frame in more than one support message during the applicable Calendar Quarter.", "size": 2, "hash": "cbc43cc7d6d51429fcf46a8e8d26f8f9", "id": 9}, {"snippet_links": [{"key": "pursuant-to-the", "type": "definition", "offset": [48, 63]}, {"key": "time-frames", "type": "clause", "offset": [116, 127]}, {"key": "five-percent", "type": "clause", "offset": [138, 150]}, {"key": "confidential-information", "type": "clause", "offset": [201, 225]}, {"key": "omitted-and-filed-separately-with-the-securities-and-exchange-commission", "type": "clause", "offset": [235, 307]}, {"key": "confidential-treatment", "type": "clause", "offset": [309, 331]}, {"key": "with-respect-to", "type": "clause", "offset": [351, 366]}, {"key": "calendar-quarter", "type": "clause", "offset": [402, 418]}, {"key": "in-the-event", "type": "clause", "offset": [420, 432]}, {"key": "in-the-aggregate", "type": "definition", "offset": [481, 497]}, {"key": "support-term", "type": "definition", "offset": [592, 604]}, {"key": "company-agrees", "type": "clause", "offset": [606, 620]}, {"key": "the-applicable", "type": "clause", "offset": [802, 816]}], "samples": [{"hash": "PxC2zP3V3F", "uri": "/contracts/PxC2zP3V3F#service-level-credit", "label": "Software Development Cooperation Agreement (Blackline, Inc.)", "score": 27.3600273132, "published": true}], "snippet": "SAP shall be deemed to have met its obligations pursuant to the SLAs as stated above by reacting within the allowed time frames in ninety-five percent {95%) of the aggregate cases for all SLAs [***] = CONFIDENTIAL INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE SECURITIES AND EXCHANGE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THIS OMITTED INFORMATION. within a Calendar Quarter. In the event Company submits less than twenty (20) messages (in the aggregate for all SLAs) pursuant to the SLAs stated above in any Calendar Quarter during the Enterprise Support term, Company agrees that SAP shall be deemed to have met the its obligations pursuant to the SLAs stated above if SAP has not exceeded the stated SLA time-frame in more than one support message during the applicable Calendar Quarter.", "size": 2, "hash": "8e2d59865dfbe1991769e782b25bd4f2", "id": 10}, {"snippet_links": [{"key": "platform-services", "type": "clause", "offset": [85, 102]}, {"key": "your-account", "type": "definition", "offset": [150, 162]}, {"key": "to-be-eligible-for", "type": "clause", "offset": [166, 184]}, {"key": "in-good-standing", "type": "definition", "offset": [232, 248]}, {"key": "service-interruption", "type": "definition", "offset": [251, 271]}, {"key": "support-system", "type": "definition", "offset": [335, 349]}, {"key": "the-credit", "type": "definition", "offset": [373, 383]}, {"key": "service-credit-requests", "type": "clause", "offset": [454, 477]}, {"key": "following-the", "type": "definition", "offset": [513, 526]}, {"key": "uptime-guarantee", "type": "definition", "offset": [527, 543]}, {"key": "ticket-numbers", "type": "clause", "offset": [591, 605]}], "samples": [{"hash": "lQA7RiCF7Wy", "uri": "/contracts/lQA7RiCF7Wy#service-level-credit", "label": "Subscriber Agreement", "score": 23.1861743927, "published": true}, {"hash": "8x4zPxTIgJX", "uri": "/contracts/8x4zPxTIgJX#service-level-credit", "label": "Subscriber Agreement", "score": 22.956193924, "published": true}], "snippet": "a In any month that we fail to meet the 99% up-time guarantee for the Tourplan Cloud Platform Services you are eligible for a service level credit on your account. b To be eligible for a service level credit: \uf0b7 Your account must be in good standing \uf0b7 Service interruption incidents must be notified to us through the myTourplan online support system. \uf0b7 A ticket requesting the credit must be submitted through the the myTourplan online support system. \uf0b7 Service credit requests must be submitted within the month following the uptime guarantee failure \uf0b7 Service credit requests must contain ticket numbers detailing the associated service interruption incidents.", "size": 4, "hash": "b2608164b3e474745a4ffc4a79269754", "id": 2}, {"snippet_links": [{"key": "platform-services", "type": "clause", "offset": [86, 103]}, {"key": "your-account", "type": "definition", "offset": [151, 163]}, {"key": "to-be-eligible-for", "type": "clause", "offset": [168, 186]}, {"key": "in-good-standing", "type": "definition", "offset": [234, 250]}, {"key": "service-interruption", "type": "definition", "offset": [253, 273]}, {"key": "support-system", "type": "definition", "offset": [337, 351]}, {"key": "the-credit", "type": "definition", "offset": [375, 385]}, {"key": "service-credit-requests", "type": "clause", "offset": [452, 475]}, {"key": "following-the", "type": "definition", "offset": [511, 524]}, {"key": "uptime-guarantee", "type": "definition", "offset": [525, 541]}, {"key": "ticket-numbers", "type": "clause", "offset": [589, 603]}, {"key": "failure-to-meet", "type": "clause", "offset": [699, 714]}, {"key": "service-level-credits", "type": "clause", "offset": [808, 829]}, {"key": "in-accordance-with", "type": "clause", "offset": [830, 848]}, {"key": "breach-of-the-agreement", "type": "clause", "offset": [933, 956]}], "samples": [{"hash": "9TsYwy6IiFx", "uri": "/contracts/9TsYwy6IiFx#service-level-credit", "label": "Subscriber Agreement", "score": 35.8704719543, "published": true}, {"hash": "8o0vwjQtqze", "uri": "/contracts/8o0vwjQtqze#service-level-credit", "label": "Subscriber Agreement", "score": 35.2303237915, "published": true}, {"hash": "iihqhLTn0Pg", "uri": "/contracts/iihqhLTn0Pg#service-level-credit", "label": "Subscriber Agreement", "score": 33.0334663391, "published": true}], "snippet": "a. In any month that we fail to meet the 99% up-time guarantee for the Tourplan Cloud Platform Services you are eligible for a service level credit on your account.\nb. To be eligible for a service level credit: \u2022 Your account must be in good standing \u2022 Service interruption incidents must be notified to us through the myTourplan online support system. \u2022 A ticket requesting the credit must be submitted through the myTourplan online support system. \u2022 Service credit requests must be submitted within the month following the uptime guarantee failure \u2022 Service credit requests must contain ticket numbers detailing the associated service interruption incidents.\nc. Your sole and exclusive remedy for failure to meet the 99% up-time guarantee for the Tourplan Cloud Platform Services shall be the provision of service level credits in accordance with this Schedule. Failure to meet the 99% up-time guarantee will not be deemed to be a breach of the Agreement.", "size": 3, "hash": "300b673e816349ba8bc9f217e9ec8216", "id": 4}, {"snippet_links": [{"key": "to-provide", "type": "clause", "offset": [13, 23]}, {"key": "a-credit", "type": "definition", "offset": [31, 39]}, {"key": "sole-discretion", "type": "clause", "offset": [51, 66]}, {"key": "availability-requirement", "type": "definition", "offset": [125, 149]}, {"key": "except-as-provided-in", "type": "clause", "offset": [157, 178]}, {"key": "no-representation-or-warranty", "type": "clause", "offset": [214, 243]}, {"key": "the-service", "type": "clause", "offset": [249, 260]}, {"key": "at-all-times", "type": "definition", "offset": [279, 291]}, {"key": "cloud-voice-services", "type": "definition", "offset": [324, 344]}, {"key": "breach-of-this", "type": "clause", "offset": [368, 382]}, {"key": "the-agreement", "type": "clause", "offset": [390, 403]}, {"key": "service-credits", "type": "clause", "offset": [427, 442]}, {"key": "not-to-exceed", "type": "definition", "offset": [447, 460]}, {"key": "the-product", "type": "definition", "offset": [531, 542]}, {"key": "notwithstanding-anything-to-the-contrary", "type": "clause", "offset": [564, 604]}, {"key": "agreement-or", "type": "definition", "offset": [634, 646]}, {"key": "section-6", "type": "definition", "offset": [691, 700]}, {"key": "sole-and-exclusive-remedy", "type": "clause", "offset": [719, 744]}, {"key": "with-respect-to", "type": "clause", "offset": [745, 760]}, {"key": "monthly-service", "type": "clause", "offset": [865, 880]}, {"key": "the-report", "type": "clause", "offset": [920, 930]}, {"key": "by-client", "type": "clause", "offset": [931, 940]}, {"key": "in-writing", "type": "clause", "offset": [993, 1003]}, {"key": "ticket-number", "type": "definition", "offset": [1072, 1085]}, {"key": "the-open", "type": "clause", "offset": [1091, 1099]}, {"key": "trouble-ticket", "type": "clause", "offset": [1100, 1114]}, {"key": "calendar-days", "type": "clause", "offset": [1136, 1149]}, {"key": "the-event", "type": "definition", "offset": [1153, 1162]}, {"key": "the-client", "type": "clause", "offset": [1182, 1192]}, {"key": "applicable-amount", "type": "clause", "offset": [1197, 1214]}, {"key": "based-on", "type": "definition", "offset": [1348, 1356]}, {"key": "equal-to", "type": "definition", "offset": [1447, 1455]}, {"key": "five-percent", "type": "clause", "offset": [1456, 1468]}, {"key": "monthly-recurring-charge", "type": "definition", "offset": [1481, 1505]}, {"key": "no-credits", "type": "clause", "offset": [2067, 2077]}, {"key": "schedule-d", "type": "clause", "offset": [2091, 2101]}, {"key": "performance-specifications", "type": "clause", "offset": [2104, 2130]}, {"key": "unified-communications", "type": "definition", "offset": [2162, 2184]}, {"key": "as-a-service", "type": "definition", "offset": [2185, 2197]}, {"key": "performance-standards", "type": "clause", "offset": [2220, 2241]}], "samples": [{"hash": "3vG6RiC9XJ1", "uri": "/contracts/3vG6RiC9XJ1#service-level-credit", "label": "Cloud Voice Agreement", "score": 31.0297145844, "published": true}, {"hash": "7ZdH4h5BJGq", "uri": "/contracts/7ZdH4h5BJGq#service-level-credit", "label": "Cloud Voice Agreement", "score": 26.1635856628, "published": true}], "snippet": "Marco agrees to provide Client a credit or, in its sole discretion, another remedy, for a Service that fails to meet Service Availability requirement below, except as provided in Subsection 6.1, below. Marco makes no representation or warranty that the Service will be available at all times. Temporary disruptions in Marco Cloud Voice Services shall not constitute a breach of this SLA or the Agreement. Marco provided Client service credits are not to exceed 50% of the aggregate monthly recurring rate designated on the SOP for the Product that is unavailable. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS SLA, THE CLOUD VOICE AGREEMENT OR THE AGREEMENT, THE RELIEF SET FORTH IN THIS SECTION 6 SHALL BE CLIENT\u2019S SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO BREACH OF THIS SLA AND THE FAILURE OF OR NON- PERFORMANCE OF THE MARCO CLOUD VOICE PRODUCTS.\n6.1 If the monthly Service Availability is less than 99.90% after the report by Client to Marco of an Outage, Client must request a credit in writing to \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 (including in the communication their ticket number from the open trouble ticket) within fifteen (15) calendar days of the event. Marco shall issue the Client the applicable amount indicated below as a credit, and not as a penalty. \u25aa Marco will not provide Client with a credit if the monthly Service Availability based on the above criteria is at least 99.90%. \u25aa Marco shall provide Client a credit in an amount equal to five percent (5%) of the monthly recurring charge set forth in the SOP if the monthly Service Availability based on the above criteria is 99.00% to 99.89%. \u25aa Marco shall provide Client a credit in an amount equal to ten percent (10%) of the monthly recurring charge set forth in the SOP if the monthly Service Availability based on the above criteria is 98.00% to 98.99%. \u25aa Marco shall provide Client a credit in an amount equal to fifteen percent (15%) of the monthly recurring charge set forth in the SOP if the monthly Service Availability based on the above criteria is 95.00% to 97.99%.\n6.2 There shall be no credits for Outages: SCHEDULE D \u2013 PERFORMANCE SPECIFICATIONS PERFORMANCE SPECIFICATIONS FOR UNIFIED COMMUNICATIONS AS A SERVICE (\u201cUCAAS\u201d) ENTERPRISE: Performance Standards:", "size": 3, "hash": "6041f4033c2f1cd1b7fe29eb65d16f21", "id": 5}], "next_curs": "Cl0SV2oVc35sYXdpbnNpZGVyY29udHJhY3RzcjkLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2Ih1zZXJ2aWNlLWxldmVsLWNyZWRpdCMwMDAwMDAwYQyiAQJlbhgAIAA=", "clause": {"title": "Service Level Credit", "parents": [["general", "General"], ["service-level-commitment", "Service Level Commitment"], ["miscellaneous", "Miscellaneous"], ["exhibits", "Exhibits"], ["service-level", "Service Level"]], "children": [["", ""], ["resources", "Resources"], ["manageability", "Manageability"], ["availability", "Availability"], ["expandability", "Expandability"]], "size": 45, "id": "service-level-credit", "related": [["service-level-credits", "Service Level Credits", "<strong>Service Level Credits</strong>"], ["service-level", "Service Level", "Service Level"], ["service-level-expectations", "Service Level Expectations", "Service Level Expectations"], ["service-level-commitment", "Service Level Commitment", "Service Level Commitment"], ["service-levels", "Service Levels", "Service Levels"]], "related_snippets": [], "updated": "2025-07-24T06:49:05+00:00"}, "json": true, "cursor": ""}}