fuse service level agreement platform availability and service
TRANSCRIPT
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Fuse Service Level Agreement
Platform Availability and Service
Version:11.1
Date:Jan2021
Author: RGrigg,CWyatt
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1Introduction
1.1Purpose
ThedocumentdefinestheProcesses,ProceduresandServiceLevelAgreementsforPlatform
AvailabilityandFuseServiceDeskandSupportincludingEscalationandServiceCredits.
1.2Applicability
TheFuseServiceLevelAgreement(“SLA”)shallapplywitheffectfromtheCommencementDate
assetoutintheOrderForm(“Agreement”)andinaccordancewiththeFuseTermsofUse.This
documentcoversPlatformAvailability(PlatformUptime)andSupportIncidentManagement.
FusereservestherighttoalterthisdocumentandtheServiceLevelscontainedherein,inorder
toimplementimprovementstoitsservicedeliveryandkeepthedocumentinlinewithinternal
practices,systems,etc.andexternallegalorregulatorycommitments.Fuseundertakesthat
changestothisagreementwillnotsubstantiallyalter,tothedetrimentofthecustomer,the
intentoftheagreementorthematerialLevelofServiceoffered.
IfthisdocumentisalteredandanewagreementreleasedthenanychangestotheSLAsor
workingpracticescontenthereinwillbeeffectivefromthedateofreissueoraneffectivedate
asclearlyspecifiedhere.NoSLAswillberetrospectivelyappliedunlessthisisexpresslystated.
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2 Platform Availability
WemeasureavailabilityasthenumberofminutesthattheFuseSoftwarePlatformisavailable
inacalendarmonthasapercentageofthetotalnumberofminutesinthatcalendarmonth.We
callthismeasureofavailabilitythe“PlatformUptime”.
TheSLAcoversfullproductionqualityservicesonly.Onoccasionwemayelecttopre-release
softwareinBetaform.Theseareknownas“BetaServices”or“BetaReleases”.Betaservices
andreleasesarenotsubjecttothesameservicelevelsandthereforenotincludedinPlatform
Uptimecalculationsoranysubsequentservicecredit.Betaservicesandreleasesaremarkedas
BetaandcommunicatedintheReleaseNotes.
TheSLAalsocoversourtechnologyandservicepartnerssuchasAWS,whereFuseismanaging
therelationshipsandtheenvironmentorhasoutsourcedthemanagementoftheservice.These
arereferredtoas“ManagedPartners”
OurSLAdoesnotcoversystemsbeyondourcontrolsuchasthecustomer’sSSOorHRsystems,
Internetconnectivityandtelecommunications,etc.oranyothersystemsthatintegratewiththe
FuseplatformbutarenotmanagedbyFuseoritsManagedPartners.
2.1PlatformUptimeMeasurement
ThePlatformUptimeismeasuredbyathird-partyservicewhichregularlyandautomatically
teststheservicesthatcomprisetheFuseplatformtoconfirmtheyareavailableandfunctioning
correctly.TheUptimereportsareproducedmonthlyandavailableonrequest.
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2.2FuseUptimeTarget
TheFuseUptimeGoalis99.5%percalendarmonth.Thisiscalculatedasapercentageof
minutestheplatformisavailable,minusexclusions,ascomparedtothetotalminutesinthat
month.
2.3Maintenanceschedules
TheFusePlatformisdesignedasaGlobal24x7platformandthevastmajorityofchangesand
maintenancetotheplatformarecarriedoutwithoutserviceinterruption.However,theremay
beoccasionswhereselectiveservicesmayneedtobetakenofflineforrelease,maintenanceor
upgradepurposes.
2.3.1Scheduledoutages
Fusereservestherighttoconductscheduledoutagesforthepurposeofrelease,maintenance
andorupgradeforupto4hoursinanycalendarmonth.Customerswhowillbeaffectedwillbe
notifiedatleast1weekinadvance.Fusewilldetailtheservice(s)thatwillbeofflineandthe
expecteddurationoftheoutage.Fusewillendeavourtocarryoutthisworkatatimewherethe
fewestuserswillbeimpactedandwillalsoattempttoaccommodateanycustomerspecific
eventsandtimings.However,giventheglobalnatureoftheservicesitmaynotbepossibleto
accommodateallrequestsandFusereservetherighttodeterminethetiminganddurationof
anyoutage.
2.3.2Emergencyoutages
ItmaybenecessaryonoccasionforFusetotakesomeoralloftheservicesofflineinorderto
performactivitiesrequiredtoensurethequalityandsecurityofourservice.Fusewillalways
looktoperformanyactivitiesproactivelyinadvanceorviaascheduledoutage.However,ifthis
isnotpossibleandFuseareobligedtocarryourworkinordertofulfilothercontractual
obligations,thenwillreservetherighttoconductanemergencyoutage.Fusewillendeavourto
giveasmuchnoticeaspossibletotheaffectedusers.
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2.4ServiceCredits
IftheUptimeGoalfallsbelowthisonamonthlybasis,aServiceCreditfortheaffectedmonth
maybecomeavailable.
PlatformUptime ServiceCredit
99.5%-95.0% 5%oftheplatformfeeforthemonthduringwhichtheoutageoccurred
94.995–90.0% 7.5%oftheplatformfeeforthemonthduringwhichtheoutageoccurred
89.99%andbelow 10%oftheplatformfeeforthemonthduringwhichtheoutageoccurred
2.4.1Exemptions
ServiceCreditsmaynotbeissued:
(i) WheretheCustomerisinbreachofthetermssetoutinanyformalcontractoragreement.
(ii) Iftheuptimegoalisnotmetdueto,inwholeorinpart,anyofthefollowing:
a) Aforcemajeureeventasdescribedinthetermsofservice
b) FailureinCustomer’senvironmentorsystemsand/orinsystemsorservicesthatare
notmanagedbyFuseoritsManagedPartnersandareoutofourcontrol.
c) unavailabilityoftelecommunications,faultsoromissionofISPsand/oranylackof
connectivitycausedbyathirdparty
d) anyDNSissuesnotwithinthedirectcontroloftheCompanyi.e.afaultonthe
Customer’snetworkorownequipmentconfiguration
e) anydenialofserviceattacks,networkfloodsandhacking
f) FailurebytheCustomertotakeanyremedialactioninrelationtotheServicesas
recommendedbyFuse
g) TheCustomer’snegligenceorwilfulmisconduct,whichmayincludefailuretofollow
agreeduponprocedures
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h) Scheduledand/orEmergencyoutagesforrelease,maintenance,and/orupgrades.
TheprocessforrequestingServiceCreditsiscoveredinSection4.
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3 Fuse Service Desk and Support
FuseprovidesCustomerServiceandTechnicalSupportviaourServiceDesktohelpyouwith
anyrequestsorincidentsyoumayencounterwhilstyouareusingtheFuseplatform.
FuseSupportisprovidedona24x7basis.OurcontractedsupportlanguageisEnglish,although
wedohavesupportstaffwhospeakotherlanguagesandmaybeavailable.
3.1Teams
3.1.1ServiceDeskTeam
AllincomingqueriesarehandledfirstbyourtechnicalsupportteamviatheServiceDesk.
IfyouhaveanissueorincidentwheretheFuseplatformisnotworkinginawaythatisas
expectedordescribed,theServiceDeskteamwillcarryouttheinitialtriagetoseewhether
theycanreplicateyourissueandresolveitaccordingly.Thismaybebyprovidingproduct
advice/education,offeringanalternativewayofprocessingoraworkaround.
TheTechnicalSupportteamhasanexcellentknowledgeoftheFuseplatformandtheunderlying
technicalarchitectureandsystemsusedtorunFuse,andmayneedtoaskyouadditional
questionsorforvideostoaidwitheffectivetriageanddiagnosis,andfasterresolution.
3.1.2Third-lineSupportTeam
Ifyourissuehasbeenattributedtooursoftwarenotworkinginawaythathasbeenspecified
anddescribed,thenServiceDeskwillraisethisasaBug(Defect).Ourdevelopmentteams
resolvethebugsthatarepassedtothembytheTechnicalSupportTeamwhicharecategorised
andprioritisedaccordingtotheresponsetimesdetailedinourServiceLevelAgreement.We
mayalsoneedtoescalatetootherThird-linesupportteamsorExternalsuppliersinordertoget
fullresolution.
3.2HowWeSupportYou
FuseServiceDeskoffersanomni-channelsupportapproachenablingyoutochoosethechannel
thatworksbestforyou.Thedifferentchannelsaredescribedbelow.
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Allchannelsareroutedintoourticketingsystemwheretheywillbeallocatedauniquereference
numberallowingyoutotracktheprogressasFuse’sServiceandSupportteamsmanageyour
casethroughtoresolution.
3.2.1FuseSupportPortal
TheFuseSupportportalisavailable(toyournamedsiteadministrators).
https://customerportal.fuseuniversal.com/
TheFuseSupportPortalprovidesarichsupportexperienceenablingyouto:
• SubmitnewticketsforServiceRequests,IncidentsandNewFeatureRequests
• Reviewthestatusofyourexistingtickets
• Respondandcommentonanyofyourexistingtickets
• SearchtheKnowledgeBaseforanswerstoF.A.Q’s,KnownIssuesandProductInformation
3.2.2EmailSupport
YoucancontacttheFuseSupportandServicesteamdirectlybyemailattheaddressbelow:
AllEmailsenttotheaboveaddresswillgenerateaticketandyouwillbekeptinformedofthe
statusofyourticketwithfrequentemailupdates.Wewouldrecommendthatclientsusethe
portalinsteadofviaemail.Loggingticketsviatheportalismoreefficientandwecancapture
therightinformationatthefirstcontactexpeditingtheprocessfromdiagnosistoresolution.
3.2.3TelephoneSupport
Wehave3tollfreenumbersthatcustomerscanusetocontacttheServiceDesk,oneforeachof
theglobalregions:
EMEA:
+44 0 800 048 7567
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USA:
+1 833 4100236
AsiaPac:
+61 1800 592343
3.3GuidanceonreportingIncidents
Whenreportinganissueorincidentpleasesupplyasmuchoftheinformationlistedbelowas
possible.ThiswillenableourSupportteamstoinvestigatetheissueasquicklyaspossibleand
provideafasterresolution.
• Operatingsystem
• Browserandversion
• Numberofusersexperiencingissue
• Location(home,officeetc)andfirewall/securitysoftwareinstalled
• Linktoexamplecontent
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3.3.1WhyNotUseYourFuseScreenRecorder?
IftheFuseScreenRecorderisenabledandworkingonyoursiteyoucanuseittorecordavideo
showingtheissueyouareencountering.
(i) Createavideoandsaveittooneofyourcommunities
(ii) Copythelinkandincludeitinthedescriptionwhenyoureportyourissue
(iii) Wewillusethevideotohelpanswerquestionsandaideffectivetriage
3.4Definitions
3.4.1ServiceRequest
Thiscategorycoversgeneralhelpandadvice(asopposedtoanIncidentwheresomethingisnot
working)Aqueryontheuse,layoutorfunctionalityoftheFuseplatformorarequestforfurther
informationonanoutstandingchange,release,issues,etc.Thisalsoincludesaconfiguration
changerequesttoanexistingfeature,e.gturningofftheabilityforausertouploadcontent.
3.4.2Incident
IsanunplannedinterruptiontotheFuseplatformorareductioninthequalityornormal
functionalityoftheFuseplatformthathasamaterialimpactontheendusers.
3.4.3IncidentResolution
ThegoalofIncidentManagementistorestoreserviceperformanceandproductivityasquickly
aspossible.Resolutionoftheincidentmightbethereinstatementoftheoriginalserviceor
functionality,applicationofachangeoraworkaroundtoallowfortheusertocontinuetouse
theFuseplatformtoachievetheirbusinessgoals.FusemayprovideaworkaroundforKnown
Errorsatwhichpointtheinitialincidentwillberesolved,thismaymeanthereisanunderlying
problem(Bug/Defect)whichneedsfurtheranalysisandthiswillbepassedtotheproductteam
toensureitisresolvedwiththedevelopers.
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3.4.4ProblemManagement
InbestpracticetermsaProblemisdefinedas‘theunknown,underlyingrootcauseofoneor
moreincidents’.Theobjectiveofthisprocessistoinvestigateandremovetheunderlyingissues
whichcauserepeat(ormultiple)incidents.Thismaybeabug/defectorchanginghardwarein
theinfrastructure.WhereasthegoalofIncidentManagementistorestorenormaloperationsas
quicklyaspossibleforourcustomers,Problemseeksamorepermanentsolutionthatmay
requiresignificantinvestigation,analysis,solutiondesignandchangestobemade.Therefore
therearenoformalServiceLevelcommitmentstoresolutionofProblems(bugs/defects),
howevertheyareprioritisedusingthesameimpact/urgencymatrixasincidents.
3.4.5KnownError
IsaProblemwithadocumentedRootCauseandmayhaveaWorkaround(toaidIncident
Resolution).ThisisrecordedintheKnownErrorDatabasetoaidwithmoreeffectivetriageby
theServiceDesk
3.4.6ABug/Defect
Abugisanerror,flaw,failureorfaultoranomissionintheFuseplatformthatcausesitto
produceanincorrectorunexpectedresult,ortobehaveinunintendedwaysfromtheproduct
specification.
3.4.7NewFeatureRequest
ArequestforafeatureoroptionthatdoesnotalreadyexistwithintheFuseplatformora
changetothefunctionalworkingofthatfeaturewhichrequiresdevelopertimeandworkto
buildandintroducetotheplatform.Pleasenotethattheserequestsmayincuradditionalcost
anditisatthesolediscretionofFuseforanyfunctionalchangetobeaccepted.
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3.4.8TargetResponseTime
TheTargetResponseTimeisthetimeinwhichtheServiceDeskmustrespondtoyourticket.
TherearespecifictargetssetwithinthisServiceLevelAgreement,whichrelatetoresponse
timestoIncidents,baseduponpriority.
3.4.9TargetResolutionDate
TheTargetResolutionDateisthelatestdatebywhichweexpectyourIncidenttoberesolved.
IncidentsarecategorisedandprioritisedbytheServiceDeskbasedupontheimpact/severity
andurgencyoftheincidentforthecustomer.TherearespecifictargetssetforResolutiondates
withinthisServiceLevelAgreementforIncidents,(notProblems)baseduponthePriority
assignedtothem.
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3.5FuseSupportLevelsandTeams
Thetablebelowdefinesthedifferentlevelsofsupportandthepartyresponsibleforeachlevel.
SupportLevel Definition ResponsibleParty
Customer(1stLine) Basichelp,advice,supportandadministrationthatcanbeperformedbyatraineduserwith'FuseAdministrator'privileges
ProvidedbycustomerslocalsiteadministratorsoraninternalcustomerITorServicefunction.ThisinitialendusersupportisNOTprovidedbyFuseUniversal.
ServiceDesk/TechnicalSupport(2ndLine)
ProvidesupporttoCustomer’snamedFuseadministrators.AnswergeneralFusesupportquestionsTriageandDiagnosisofRequestsandIncidentsTaskrequiringaccesstotheHigherAdministrationPanelTriageandInvestigationofcomplexissuesandorsoftwarebugspassedfrom1stlinesupport
FuseServiceDeskTeam
InternalResolverGroups,SME,ProductManagers,ExternalSuppliers(3rdLine)
Fixingcomplexissuesand/orbugsidentifiedbytheTechnicalSupportTeam.Changestocode,platformconfiguration,database,infrastructure,etc.
Development,PlatformandProductTeams.
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3.6FuseSupportServiceLevelAgreements
ThefollowingServiceLevelAgreementsaredefinedforFuseSupporttocovertheresolutionof
Incidents.TheseServiceLevelAgreementsdonotcoverServiceRequests,NewFeature
Requests,Productadviceoranyotherqueries;nordotheycoveranyfunctionalitythatis
releasedunderaBETAprogramme.Fusewillprocessallticketsinastandardway,settingtarget
responseandresolutiontimessothattheycanbeprocessedeffectively,howeverformalSLA,
penaltiesandservicecreditswillonlybeappliedIncidenttickets.
Pleasenotethattheresolutionforissuesthatrequiresoftwarereleasestothemobile
applicationmaybesubjecttoadditionalchecksbytheAppStoreprovider(forexampleApple
AppStoreorGooglePlay).ThesechecksareoutsideFuse’scontrolandmayintroducedelays
whichcouldimpacttheTargetResolutiontimesprovidedbelow.
3.6.1AssigningPrioritiesInordertomanageIncidents,FuseassignsaprioritytoeveryIncidentticketraised.Priorityis
definedasafunctionoftheimpactonthebusiness/customerandtheurgencyforaresolution
(whichmaychangedependingoncustomerpeaktimes/seasonaldemands).
Thepriorityassignedtoarecorddependsupon(butisnotlimitedto):
● Theimpactonthebusiness/customer:Size,scopeandcomplexity
● Theurgencytothebusiness/customer:Timedependentfinancialimpact(loss)
● Thesize,scopeandcomplexityoftheIncident
● Theexpectedeffortinresolvingorcompletingatask
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3.6.2PrioritisationMatrix
Impact Critical High Medium Low
Urgency
Critical 1 2 3 3 High 2 2 3 3
Medium 3 3 3 4 Low 3 3 4 4
TheprioritisationmatrixisusedasawayofmanagingIncidentandensuringthatatalltimeswearefocusingourresourcesonsolvingtheproblemsthataremostimportant.ItiskeyherethatweapplythesameprocesstoallcustomerstoensurethatourserviceisfairandifaseriousIncidentarisesitcanbemanagedappropriately.WewillworkwithyoutounderstandandcorrectlycategoriseyourIncidentandourintentistoreachagreement.However,Fusereservestherightoffinaldecisiononthepriorityofanincidentinordertopreservefairnessandservicelevelsandifthisisunsatisfactory,thenyoumayusetheescalationprocessdescribedinthisdocument.3.6.3TargetResponseandResolutiontimesbyPriority
Priority Definition Description
Target
First
Response
Target
Incident
Resolution
P1 Critical Anissuethatpreventsyoufromaccessingor
usingcriticalfunctionalityoftheFuse
platformwithseverebusinessandservice
impacte.gacompleteoutage
30Minutes 8Hours
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P2 High Anissuerestrictinguseofsomecritical
functionalitysuchasreducedavailabilityof
featuresforwhichthereisnoeffective
workaround;oraperformancedegradation
thatseverelyimpactsbutdoesnotprevent
usage.
2Hours 2Days
P3 Medium Anissuethatisnon-criticalandhas
operationalimpactbutnosignificant
businessimpactorresultsinreduced
availabilityoffeaturesforwhichthereisa
workaround;orcreatesaperformance
degradationwithlimitedimpactonusage.
8Hours 7Days
P4 Low Anissuethathasminimalimpactonasmall
numberofusers;orispurelycosmeticin
nature.
16Hours 14Days
3.7TicketStatusDefinitions-Incidents
ThefollowingtableshowsthestatusofIncidentTicketsastheymovethroughtheresolution
process.
● TimetoFirstResponseismeasuredfromwhentheticketisraisedformallyaccordingto
theprocesseslayedoutinthisdocumenttothepointwhenwestartactivelyprocessing
theticket.
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● TimetoIncidentResolutioniscalculatedasthetimefromwhentheticketisraisedtothe
timewhenithasbeenclosedinagreementwiththecustomer.Itisimportantthatwe
getagreementfromthecustomertoclosetheticket.
ThecustomershouldnotunreasonablywithholdagreementtoclosetheticketandFusereserve
therighttocloseticketsonthecustomersbehalfifwebelievetheissueasreportedhasbeen
resolvedandwebelievethemutualagreementisbeingunreasonablywithheld.
TicketStatus Definition
WaitingForTriage Tickethasbeenreceivedandisawaitingassignmentto
asupportteamagent.
InProgress AServiceDeskagentislookingintothereportedissue
andisinvestigatingthepossiblecause.Maybeassigned
totheproductordevelopmentteamsifitrequires
furtheranalysisorisconfirmedasabug.
WaitingForCustomer Theteamhavereachedoutforfurtherinformationor
areawaitingyourconfirmationtheticketisresolved.
ThisstopstheSLAclock.
Resolved Theissuehasbeenfixed,andwewillconfirmwithyou
thatitisresolvedbeforewecloseit.
Closed Theticketisconfirmedasresolvedbycustomerandis
thereforeclosed
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3.8ServiceLevelAgreementforSupportIncidents
Forthepurposesofreporting,wewillproduceamonthlyupdatewhichwillidentify
achievementofSLAagainsttheResolutiontargetforIncidents.Thiswillbepresentedby
monthandbypriorityforP1andP2tickets.Thiswillbecalculatedusingthefollowing:
SLA=
ResponseorResolutionwithinTargettime
X100
TotalnumberofTickets/Incidents
Priority Definition Description FirstResponse
SLA
Incident
ResolutionSLA
P1 Critical Anissuethatpreventsyoufromaccessing
orusingcriticalfunctionalityoftheFuse
platformwithseverebusinessandservice
impacte.gacompleteoutage
100%oftickets
withinTarget
ResponseTime
95%ofincidents
withinTarget
Incident
ResolutionTime
P2 High Anissuerestrictinguseofsomecritical
functionalitysuchasreducedavailability
offeaturesforwhichthereisnoeffective
workaround;oraperformance
degradationthatseverelyimpactsbut
doesnotpreventusage.
100%oftickets
withinTarget
ResponseTime
90%ofincidents
withinTarget
Incident
ResolutionTime
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P3 Medium Anissuethatisnon-criticalandhas
operationalimpactbutnosignificant
businessimpactorresultsinreduced
availabilityoffeaturesforwhichthereisa
workaround;orcreatesaperformance
degradationwithlimitedimpactonusage.
90%oftickets
withinTarget
ResponseTime
90%ofincidents
withinTarget
Incident
ResolutionTime
P4 Low Anissuethathasminimalimpactona
smallnumberofusers;orispurely
cosmeticinnature.
90%oftickets
withinTarget
ResponseTime
90%ofincidents
withinTarget
Incident
ResolutionTime
3.9ServiceCreditsforbreachofSLA
Aspertheexemptionsinsection2.4.1,whereFuseisunabletoresolveIncidentswithinthe
agreedSLA,thecustomermayapplyforServiceCreditstobeapplied.SupportwillmonitorSLA
performanceandmakethisdataavailableonrequest.
Theprocessforapplyingfortheservicecreditsisaspersection4andeachapplicationwillbe
assessedontheindividualcircumstances.
IncidentPriority BreachTerms ServiceCredit
P1 BreachofP1SLAforResponseTime
Nocredit.
P1 BreachofP1SLAforIncidentResolutionTime
2%oftheplatformfeeforthemonthduringwhichthebreachoccurred
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P2 BreachofP2SLAforResponseTime
Nocredit.
P2 BreachofP2SLAforIncidentResolutionTime
1%oftheplatformfeeforthemonthduringwhichthebreachoccurred
P3 BreachofP3SLAforResponseTime
Nocredit.
P3 BreachofP3SLAforIncidentResolutionTime
Nocredit.
P4 BreachofP4SLAforResponseTime
Nocredit.
P4 BreachofP4SLAforIncidentResolutionTime
Nocredit.
3.10EscalationProcess
TargetResolutionDatesforIncidentsarecalculatedbasedontheprioritisationdefinedabove
andareallocatedtoeachincidentwhentheyareinitiallytriagedandclassified.Thesemayalso
bemodifiedsubsequently.Fuseprovidesanescalationmechanismforcustomerswhodonot
agreewiththeassignedpriorityorneedtocheckprogress.Initialescalationshouldbetothe
ServiceDeskManager,andintheeventitrequiresfurtherescalation,theHeadofSupport.
3.10.1HowToRequestAnEscalation
Ifyouwouldliketomakeanescalationrequestpleaserespondtoyourcurrentopenticket
statingthatyouwouldliketheissuetobeescalatedandprovidingyourjustification.
3.10.2HowFuseManagesEscalationRequests
EscalatedticketsarenotifiedinthefirstinstancetotheServiceDeskManager,andthennotified
totheHeadofSupport.TheywillthenberaisedanddiscussedwithourServiceManagement
teamaspartofourdailyprioritisationmeeting.Theresultoftheescalationrequestwillbe
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communicatedeitherviaaresponseontheticketorviayourCSM.Theresolutiondateandtime
oftheissue,afterithasbeenre-prioritised,willdependonthefollowing:
• Availabilityofresource
• Furtherinvestigationandrootcauseanalysis
• Applicationofanychange
• QualityAssessmentofanychangeapplied
• NextscheduledoravailableReleasedate
Youwillreceiveupdatesonyourticketasitprogressesthroughthedifferentphasesuntilitis
confirmedresolvedwithyouinproduction.
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4 Service Credit Request Process
ToreceiveaServiceCredittheCustomermustsubmitarequestwiththedescription“Request
forservicecredit”inthesubjectlineoftheemailtofusesupport@fuseuniversal.comnotlater
thantwenty(20)calendardaysafterthelastdayofthemonthinwhichtheallegedfailure
occurred.
Eachrequestmustincludethefollowinginformation:
(i) theCustomer’sname
(ii) theCustomer’scontactname,emailandtelephoneinformation
(iii) dateandbeginningandendtime(s)ofoutage(s)
(iv) abriefdescriptionofthecharacteristicsofthefaileduptimegoal.
IftheunavailabilityisconfirmedbyFuse,thenaservicecreditwillbeappliedwithintwo
calendarmonthsafterFuse’sreceiptoftheCustomer’screditrequest.ServiceCreditsarenot
refundableandcanbeusedonlytowardsfuturebillingcharges.ServiceCreditsareexclusiveof
anyapplicabletaxeschargedtotheCustomerorcollectedbyFuseandaretheCustomer’ssole
andexclusiveremedywithrespecttoanyfailureordeficiencyinthePlatformAvailability.