Diamond Response Time Guarantee
The Diamond response time guarantee varies by Severity Level. Each severity level determines the initial response time service level agreement.
| . | |
|---|---|
| SLA Missed by Severity Level | Vertican Guarantee |
| For each issue in which the response time SLA was not met: | Vertican will issue the Client a credit equal to a percent of the invoice for Diamond service in the month the SLA was not met. |
| Severity Level 1 Issue | 2.5% |
| Severity Level 2 Issue | 2.0% |
| Severity Level 3 Issue | 1.5% |
| Severity Level 4 Issue | 1.0% |
| During any calendar month, if there is more than one Severity I, 2, or 3 issue that is not addressed by Vertican in compliance with the Response Time provisions of this Agreement (“Non-Compliant Issues”), then with respect to the second and all subsequent Non-Compliant Issues during such calendar month, the applicable percentage of the invoice for Diamond service in the four points above shall be doubled. However, regardless of any other provision of this Agreement, for any calendar month, the total amount of credits Vertican is required to issue regarding Non-Compliant Issues shall not, in any event, exceed a maximum of 10% of the invoice for Diamond service for the month the unaddressed issue occurred. | |