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LABS SERVICE SUPPORT AGREEMENT
Last Updated September 2022 2022
This Service Support Agreement sets forth 46 Labs’ support plan for providing Services to its Customers in accordance with the separate Master Services Agreement (“MSA”).
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3 Support Resolution.
3.1 . Support Failure Credit: If the Company fails to meet the Formal Response Time for any incident, then the Customer shall be entitled to a service credit of ten percent (10%) of the monthly service fees, excluding one-time fees, usage fees and applicable taxes for the specific service in the Exhibit (“Support Failure Credit”). The Support Failure Credit will be applied to the following month’s invoice for the service. The total amount of any Support Failure Credits and any applicable Service Level Credit shall not exceed the monthly fees charged for the affected Service. Customer must request the credit within ten (10) calendar days from the date when the relevant SLA was not met.
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