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Compensation

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Secure Cloud Services Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a phone SLA event happen simultaneously. SLA compensation will only be given for one of the events.

 

Secure Cloud Services utilizes some third party services to provide responses to customers. These include, but are not limited to, our LiveChat system. If a third party system’s failure prevents Secure Cloud Services from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation.

How to Report a Problem

Phone – 888-973-8177
E-mail – O2@swktech.com

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