Service Credit Claim Process.
In order to initiate a claim for Service Credit, Client must contact EPIK’s Support group within seven (7) business days after the end of the month for which credit is requested. The Service Credit request must provide:
(a) the Client name and contact information;
(b) the date and beginning/end time of the claimed outage or failed metric; and
(c) a brief description of the characteristics of the claimed outage or failed metric.
Client will be notified via e-mail upon resolution of the request. If rejected, the notification will specify the basis for rejection. If approved, EPIK will issue Service Credit to Client’s account, appearing on the next invoice issued. Multiple Service Credits will not be given for the same period of time, i.e., failure to meet multiple criteria during a period of time generates only a single Service Credit. The total number of all Service Credits for all failures to meet Guarantees occurring in a given month may not exceed the total Monthly Recurring charge actually paid by Client for Service during that month. Service Credits will be credited against a Client’s monthly payment for Monthly Recurring Charges and may not be received in the form of a refund. The Guarantees and Service Credits provided for in this SLA assume compliance by Client with the terms and conditions of its MSA with EPIK and the failure of Client to comply with those terms and conditions may in validate EPIK’s guarantees provided herein.
No credit is available for a Client
(a) that is blocking EPIK from monitoring Client’s premises router and/or switch;
(b) that does not provide the necessary access to personnel and facilities at the Client’s premises to enable EPIK to perform comprehensive troubleshooting; or
(c) whose account is not in good financial standing with EPIK. EPIK is not liable for failure to fulfill its obligations hereunder if such failure is due to Client’s tampering with any equipment, or acts beyond EPIK’s reasonable control, such as Force Majeure (as defined in the MSA).