Supporting services includes all non-mission critical capabilities of the UC Connect platform including Management Portals, Device Provisioning capabilities, and other back-office management systems.
Down-time is calculated from the time in which the customer notifies UCC Networks of an outage, until the time at which the service is reestablished. Downtime does not include outages that occur as a result of scheduled maintenance events.
If Uptime is below the agreed level of Availability for the Service, the Customer is entitled to a credit in an amount equivalent to a percentage of the monthly recurring fee. The credit will be for the specific month for which the Service Level Goal was not met.
The Customer shall submit a claim for a price reduction by no later than the end of the calendar month following the month for which the request is sent. Claim must be submitted to billing@uccnetworks.com
A customer is not entitled to receive a service credit in the following cases:
- If any downtime was caused by customer-initiated actions.
- If any downtime was caused by misuse by the customer and not a failure on the underlying network and physical host infrastructure directly and solely managed by UCC Networks.
- If any downtime was due to Scheduled Maintenance and within the defined Maintenance Window.
- If any downtime was due to a Force Majeure event If the customer had his account suspended for any day of the month under analysis caused by non-payment of the any fees.
- Downtime due to the acts or omissions of the customer, its employees, agents, third party contractors or vendors.
- If the downtime was caused by violations of UCC Networks Terms and Conditions.
- If the downtime was caused by violations of UCC Networks Fair Use Policy.
- If the downtime was caused by violations of UCC Networks Terms of Use Policy.
- Any event or condition not wholly within the control of UCC Networks.
