Service Credit Claim

“Questetra BPM Suite” provides Service Level Agreement (SLA) which is “Equal to or more than 99.9% uptime”. If by any chance, the accumulated downtime and the actual value of the “Service availability rate” became less than the guaranteed value, we will issue “Service credits” upon claim by customers. Please fill required items in the Form below and submit to make your claim.

 

<Service credit to be Issued>
If the availability rate is less than 99.9% in a given month: The equivalent of 10% of the month’s fee will be issued as service credit.
If the availability rate is less than 99.0% in a given month: The equivalent of 30% of the month’s fee will be issued as service credit.
* Downtime is defined as the state in which the main system has no external connectivity.
* Service credits will be issued within 30 days upon receipt of claim from the customer.
* Service credits can only be applied for future payments of the customer.
* Service credits cannot be transferred or be applied to the payment of other contracts.
* Reference:“Service availability Records” (Since 2009)

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