Service level credits

Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments) for the individual Included Service that is affected for the monthly billing cycle in which the Availability target for Essential Demyst Services was not met as defined in the Service Level Agreements section.

Service Level Credits apply to Availability(%) of Essential Demyst Services only. Availability(%) of Essential Demyst Services are impacted only by Critical Incidents(Essential Demyst Service is Down) as defined by Severity Levels Definition and Service Level Metrics Definition sections.

All other SLAs related to non Critical Incidents and Non-Essential Demyst Services or associated to Response, Resolution and Production Incident Report times are explicitly excluded from Service Level Credits.

We will apply any Service Credits only against future payments for the applicable Included Service otherwise due from you. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.

Monthly Availability (%)Service Credit Percentage (%)
≥ 99.90
< 99.9 but ≥ 99.02
< 99.0 but ≥ 95.03
< 95.05