Common use of Service Level Credits Clause in Contracts

Service Level Credits. In the event that the Uptime for a Cloud-Based Solution falls below the applicable Targeted Uptime, you may obtain a credit in the amount shown in the table below by requesting the credit from us in writing within thirty (30) days of the end of the month in which the event giving rise to your right to the credit occurred. The request must include a summary of the incidents/outages, including the date, time and duration. We will contact you by email within ten (10) business days of receipt of your request to explain the status of the request. Uptime Credit Percentages* 99.5% or greater N/A 98.5% to 99.49% 10% 97.5% to 98.49% 20% Below 97.5% 30% *Credit is calculated as a percentage of the PEPM Fees invoiced for the affected Cloud-Based Solution or components of a Bundled Service Package for the month in which the Targeted Uptime was not achieved. Upon substantiating your claim, we will issue a credit against your next monthly invoice after a credit is allowed. We will only issue a credit if you are in compliance with the Agreement. Credits for a month may not exceed one (1) month's PEPM Fees for the affected Cloud-Based Solution, as measured by the month in which the incident or incidents occurred.