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FOOIPRI!lT <br />To receive a credit, you must contact UrbanFootprint within 30 days following the end of the <br />unavailability via email at support@urbanfootprint.com and include the dates and times of unavailability. <br />If we confirm that the uptime percentage in a month covered by your request is below 99.9%, we will <br />issue you the service credit. Service credit is added to the end of your term for the service and cannot <br />be exchanged for, or converted to, monetary compensation. The maximum service credit that we will <br />issue for downtime in a month is 15% of the fees you otherwise owe us for that month. <br />This Service Level Agreement is your sole and exclusive remedy (and our sole liability) for unavailability <br />of our services. <br />Limitations <br />A period of unavailability is excluded from the service level guarantee and will not count towards <br />unavailability calculations for purposes of service credits if: <br />• the unavailability is due to scheduled maintenance <br />• you are in breach of our terms of service, or your services agreement with us as applicable <br />(including your payment obligations to us), or the unavailability is otherwise due to your actions; <br />• the unavailability is caused by factors outside of our reasonable control, include a force majeure <br />event such as acts of God, terrorism, labor action, fire, flood, earthquake, governmental acts, orders, <br />or restrictions, denial of service attacks and other malicious conduct, utility failures, or any other <br />cause of service unavailability that was beyond UrbanFootprint reasonable control. <br />