Blackboard
Blackboard agent answers the call.
Any service credits will be applied to the first invoice for the next Renewal Term. CLIENT's sole remedy for Blackboard's failure to achieve the Service Levels for a Support Service as specified in this Order Form shall be the service credits described herein.
Notwithstanding anything to the contrary in the Agreement, the parties acknowledge and agree that Blackboard's obligation to meet the above Service Level Agreements is contingent upon several factors, and that the Service Level Agreements shall not apply for any period of time where the following criteria is met:
If the actual monthly Inbound Interactions exceeds Projected Monthly Incident Volume by more than 5%; or
To the extent caused by CLIENT-owned server/network slowdowns, outages, or similar technical issues within such period that are reasonably documented by Blackboard (other than a Service Outage); or
If the Knowledge Base has not been reviewed, and updated as necessary, within the past twelve (12) months.
In addition to the criteria listed above, the Service Level Agreement for Average Speed to Answer shall not apply for any period of time where the Average Handle Time for such period exceeds the estimated Average Handle Time set forth on this Order Form by more than 5%.