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We guaranty that we will monitor the applications for which you have purchased and configured monitoring services by checking application availability at least once per hour. If we fail to meet this guaranty, then you will be eligible to receive a credit equal to twenty four (24) times the hourly cost of the monitoring services.

The applicable account must be active (toggled on) and the monitoring interval must be set at no greater than one (1) hour to qualify for credit. This SLA excludes scheduled maintenance periods which will be posted twenty four (24) hours prior to the maintenance period.

 

Limitations

The maximum total credit for any month shall be twenty five percent (25%) of your monthly recurring fee for your Application Availability Monitoring Service for that month.

To receive a credit, you must contact your account team no later than thirty days following the end of the unavailability for which the credit is claimed. You must show that your use of the Application Availability Monitoring Service was adversely affected in some way as a result of our failure to meet the guaranty to be eligible for the credit.

You are not entitled to a credit if you are in breach of your Agreement with Rackspace until you have cured the breach. You are not entitled to a credit if the unavailability would not have occurred but for your breach of the Agreement.