WafaTech Credit Claim Procedure
How to Obtain Your Credit?
1. Initiate a Support Ticket: To be eligible for any credit under this Service Level Agreement (SLA), you must proactively initiate a support ticket related to the outage event and explicitly request that WafaTech issue a credit. It is crucial not to assume that WafaTech is automatically aware of any outages affecting your service.
2. Reporting the Outage: Since your outage may be unrelated to WafaTech’s direct services, it is essential that you inform us via a support ticket; otherwise, we may not be aware that a problem exists. Outages due to hardware issues, external services, or other events not directly under WafaTech’s control do not qualify for credits under this SLA.
3. Methods to Initiate a Ticket: You can initiate a support ticket through the following methods:
- Email: [email protected]
- Via our customer interface
4. Ticket Number Requirement: When you open a support ticket, ensure you receive a WafaTech ticket number. This ticket number serves as proof of your report and request for credit. The timestamp on the support ticket will be used to mark the onset of the outage, should WafaTech determine that an eligible outage occurred.
5. Notification of Outages by WafaTech: If WafaTech is aware of an issue before you are, we may notify you of the outage. In such cases, you must still initiate a support ticket confirming your awareness of the outage and request for credit in that same ticket.
6. Agreement to Terms: By following this procedure, you acknowledge and agree that all other terms, limitations, exclusions, disclaimers, and requirements contained in WafaTech’s Hosting Terms and Conditions apply to this SLA.
