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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 Support Resolution was not met. 

Credit requests must be made in writing to 46 Labs: