Service Credit Request Process and Limitations Sample Clauses

Service Credit Request Process and Limitations. In order to receive any of the SLA credits specified herein for Service (each, a “Service Credit”), an Authorized Contact must immediately notify Bright Bear Technical Support of an Incident within the Bright Bear Service that results in the inability of the Customer to access Service (“Service Outage”). A Service Outage does not include an outage that occurs during scheduled Maintenance Windows or Planned Major Changes. Bright Bear Technical Support will investigate the reported Service Outage and assign a Trouble Ticket number. Once Bright Bear determines that a substantiated Service Outage that could qualify Customer for the Service Credit has occurred (“Verifiable Trouble Ticket”), then Customer may request a Service Credit within thirty (30) days after the event giving rise to the Service Credit by contacting Bright Bear Technical Support and asking for a Service Credit escalation. A Verifiable Trouble Ticket must accompany Customer’s request for any Service Credit. Service Credits should appear on Customer’s xxxx for the Service within two (2) billing cycles, after such Service Credit has been approved by Bright Bear. In any calendar year, Customer’s aggregated Service Credits may not exceed, for any Service, three (3) months’ worth of the monthly Service Fee for the affected Service. In any billing month Service Credits may not exceed, for any Service, fifty percent (50%) of the monthly Service Fee for the affected Service. For purposes of calculating Service Credits, the monthly Service Fee shall mean the monthly recurring charge for such Service, but excluding, in all cases, (i) any monthly recurring fees for the Service options (e.g., domain name hosting or e-mail Service); (ii) all one-time charges; and (iii) any monthly recurring charge for Equipment for such Service (“MRC”). Service Credits are exclusive of any applicable taxes charged to the Customer or collected by Bright Bear.
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Related to Service Credit Request Process and Limitations

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  • Other Procurement Procedures The following procurement methods may be used for the procurement of works and goods that the Bank agrees meets the requirements established in the provisions of Section III of the Procurement Policies:

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