How do I receive SLA credits for downtime?

If you are a Premier Managed Platform client and believe we have not met our Service Level Agreement (SLA), please contact our team at to request SLA credits within 30 days of the outage.

We will confirm the uptime measurement with our third-party monitoring of your Premier installation and exclude excused downtime such as scheduled or emergency maintenance.

For each hour in a month that we fail to meet the service availability, your account will be credited a percentage of your monthly subscription for Premier toward a future invoice. Please refer to your SLA for details.

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