Laserfiche WebLink
response times outlined in Section 2 with the exception that customers with Premium Customer <br /> Support will take priority and have their issues addressed first. <br /> 3. Service Credits <br /> 3.1 Issuance. If NextRequest fails to meet the response time stated above, the Customer will be <br /> entitled to a credit of 2 service hours for each hour during which the response time guarantee is <br /> not met,up to a total of 8 hours per incident.The Customer must request a credit in writing via <br /> a support ticket no later than 14 days following the occurrence of the event giving rise to the <br /> credit. Credits will be applied to invoices issued in the future. <br /> 3.2 Sole Remedy. The credits stated in this Agreement are the Customer's sole remedy in the <br /> event NextRequest fails to meet a guarantee for which credits are provided. If NextRequest fails <br /> to perform any obligation for which a credit is not provided, the Customer's sole remedy is to <br /> have NextRequest perform or re-perform the obligation, as applicable.The maximum total <br /> credit for failure to meet any guarantee during any calendar month shall not exceed one twelfth <br /> of the annual recurring fee for the NextRequest Service. <br /> 3.3 Credits for Downtime. During the term of the contract,the application will be operational <br /> and available at least 99.9% of the time in any calendar month, with the exception of planned <br /> outages for maintenance and upgrades in which NextRequest notifies the Customer 24 hours in <br /> advance. If NextRequest does not satisfy the terms of the SLA, the Customer will be eligible to <br /> receive the service credits described below. In order to receive service credits, the Customer <br /> must request the credit in writing via a support ticket within 30 days from the time the <br /> Customer becomes eligible tO receive a service credit. <br /> Monthly Uptime Days of Service added to the end of the service term at no charge to <br /> Percentage you <br /> <99.9%to>= 3 <br /> 99.0% <br /> <99.0%to>= 7 <br /> 95.0% <br /> <95.0% 15 <br /> 3.4 Extraordinary Events.The Customer is not entitled to a credit for downtime or outages <br /> resulting from denial-of-service attacks,hacking attempts, or any other circumstances that are <br /> not within our control. <br />