SLA Reimbursement Sample Clauses

SLA Reimbursement i) If the Company fails to meet the specified response times the Customer is entitled to a credit for one hour of billable service time as reimbursement. The Customer is only eligible to receive one credit for any given incident. This shall be the sole and exclusive remedy for an SLA violation. ii) The customer must follow the Company’s published reporting procedures in order to be eligible for SLA reimbursement. iii) SLA reimbursement is not available when failure is due to factors outside the Company’s control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to the Company). iv) Response times are measured from the confirmed acknowledgement of the Customer’s request by the Company personnel. This can be in the form of a phone call or an e-mail. Auto-responder e-mails do not count for the purposes of this contract.