Customer Obligations

To be eligible for a Service Credit:

1. You must have contracted a level of support eligible for Service Credits that ADVANCED, PREMIER and PLATINUM.

2. You must log a support ticket with our Support Team within 24 hours of first becoming aware of an event that impacts service availability.

3. You must submit your claim and all required information by the end of the month immediately following the month in which the Downtime occurred.

4. You must include all information necessary for to our Support Team to validate your claim, including:

   1. A detailed description of the events resulting in Downtime, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks).

   2. Information regarding the time and duration of the Downtime.

   3. The number and location(s) of affected users (if applicable).

   4. Descriptions of your attempts to resolve the Downtime at the time of occurrence.

5. You must reasonably assist the Support Team in investigating the cause of the Downtime and processing your claim.

6. You must be up-to-date with all payments and with all contractual documentation up to date and signed.