{"id":193182,"date":"2026-09-03T11:56:55","date_gmt":"2026-09-03T02:56:55","guid":{"rendered":"https:\/\/support.questetra.com\/?p=193182"},"modified":"2026-09-03T11:57:03","modified_gmt":"2026-09-03T02:57:03","slug":"service-availability-compensation","status":"publish","type":"post","link":"https:\/\/support.questetra.com\/en\/faq\/service-availability-compensation\/","title":{"rendered":"If the service availability decreases due to failures or other issues, is compensation provided?"},"content":{"rendered":"
\n
Question.<\/dt>\n
\n

If the service availability decreases due to failures or other issues, is compensation provided?<\/p>\n<\/dd>\n

Answer.<\/dt>\n
\n

If the service availability falls below the guaranteed level specified in the Terms of Service<\/a>, service credits will be issued.<\/p>\n<\/dd>\n<\/dl>\n

\u00a0<\/p>\n

Please contact us using the application form below.<\/p>\n[Service Credit Application Form<\/strong><\/a>]\n

\u00a0<\/p>\n

Details for Service Credits<\/strong><\/h3>\n

1. <\/strong>Application conditions<\/strong>:<\/strong><\/p>\n

    \n
  • You may apply if the service availability for the applicable month falls below 99.9%.\n
      \n
    • Note: Downtime caused by scheduled maintenance (\u201cplanned downtime\u201d) is not included in the downtime used to calculate service availability.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n

      2. Service Credit Calculation<\/strong>:<\/span><\/p>\n

        \n
      • Service credits will be issued as a percentage of the monthly service fee, as follows:\n
          \n
        • Availability below 99.9%: 10%<\/li>\n
        • Availability below 99.0%: 30%<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n

          3. Application deadline<\/strong>:<\/p>\n

            \n
          • Please submit your claim within 30 days from the beginning of the month following the month in which the applicable event occurred.<\/li>\n<\/ul>\n

            4. Applying credit<\/strong>:<\/p>\n

              \n
            • Issued service credits may only be applied to future payments.\u00a0\n
                \n
              • They cannot be refunded in cash or applied to other contracts.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

                Question. If the service availability decreases due to failures or other issues, is compensation provided? Answer. If the service availability falls below the guaranteed level specified in the Terms of Service, service credits will be issued. \u00a0 Please contact us using the application form below. [Service Credit Application Form] \u00a0 Details for Service Credits 1. […]<\/p>\n","protected":false},"author":32,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"single-faq","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_uag_custom_page_level_css":"","advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"jetpack_seo_schema_type":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"{title}\n\n{excerpt}\n\n{url}","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[5695],"tags":[],"faq_section":[5718],"class_list":["post-193182","post","type-post","status-publish","format-standard","hentry","category-faq","faq_section-5718"],"jetpack_publicize_connections":[],"uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false,"newspack-article-block-landscape-large":false,"newspack-article-block-portrait-large":false,"newspack-article-block-square-large":false,"newspack-article-block-landscape-medium":false,"newspack-article-block-portrait-medium":false,"newspack-article-block-square-medium":false,"newspack-article-block-landscape-intermediate":false,"newspack-article-block-portrait-intermediate":false,"newspack-article-block-square-intermediate":false,"newspack-article-block-landscape-small":false,"newspack-article-block-portrait-small":false,"newspack-article-block-square-small":false,"newspack-article-block-landscape-tiny":false,"newspack-article-block-portrait-tiny":false,"newspack-article-block-square-tiny":false,"newspack-article-block-uncropped":false},"uagb_author_info":{"display_name":"Kitao","author_link":"https:\/\/support.questetra.com\/en\/author\/kitao\/"},"uagb_comment_info":0,"uagb_excerpt":"Question. If the service availability decreases due to failures or other issues, is compensation provided? Answer. If the service availability falls below the guaranteed level specified in the Terms of Service, service credits will be issued. \u00a0 Please contact us using the application form below. [Service Credit Application Form] \u00a0 Details for Service Credits 1.…","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p9DiIh-OfQ","jetpack-related-posts":[{"id":77282,"url":"https:\/\/support.questetra.com\/en\/templates\/sla-credits-issuance-flow-20160201\/","url_meta":{"origin":193182,"position":0},"title":"SLA Credits Issuance Flow","author":"Hirotaka NISHI","date":"2021-02-18","format":false,"excerpt":"Accepts reduction claims based on SLA (Service Level Agreement) from customers and issues service credits. When there is an application via the Web form, the Workflow is Started, and the Service Operation manager confirms the results at the Step of [2. 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