Service Credits are only available for Premium and Enterprise customers that purchase the Service Credit add-on to their support package.
Service Credits add-ons are not available for Standard Support customers.
If we confirm there is a failure to meet the Service Level Commitment in a particular calendar month and you make a request for service credit within fifteen (15) days after the end of such calendar month, you will be entitled to a credit based on the subscription fees invoiced for the affected application for that month. We will apply each Service Credit against a future payment otherwise due from you for the affected application, provided your account is fully paid up, without any unused Service Credits. Service Credits are non-transferrable. Application Availability is calculated per calendar month.