DoiT Cloud Solve Services Terms
1. Agreement Structure.
Customer's relationship with DoiT is defined by and should be viewed in the following order of priority:
a) "Order Form" means the Customer's request to add Services requests (whether directly via a DoiT representative or through https://www.doit.com/ website (hereinafter the "Website"), including, notably: quotes, specifications, service descriptions, data sheets, software and software-as-a-service terms, additional license authorizations (ALAs), Solution specific terms, data protection and security agreements (DPAs), warranties, statements of work or any relevant documents (the "Supporting Materials");
b) "Terms" means the presently applicable Terms of Services, and the specific details of the Order Form, where applicable.
2. Definitions.
The following capitalized terms have the meanings set forth below:
"Affiliate" means, with respect to a Party, any entity that directly or indirectly controls, is controlled by, or is under common control with such Party, whereby "control" means the possession, directly or indirectly, of the power to direct, or cause the direction of, the management and policies of such person, whether through the ownership of voting securities, by contract, or otherwise.
"Customer" means the entity (and any employee, agent or contractor hereof) executing the Order Form and benefiting from the Services. Customer shall remain primarily responsible and liable for its users' compliance with these Terms of Services and the applicable Documentation.
"DoiT Website" or the "Website" means the website
doit.comor any associated DoiT owned website or web page."Cloud Spend": for DoiT Solve Services, where applicable, the Cloud Spend shall be defined as any Service Provider Cloud monthly spend after application of Discount, but excluding any Credits and any Marketplace purchases. It is hereby clarified that the "% of cloud spend" shall be calculated on the previous monthly Cloud spend of the Customer, based on the pricing set forth here, as billed by DoiT, for one or several Service Providers, and adjusted with any difference that would be credited/charged as applicable in the next immediate monthly invoice.
"Services" means the DoiT provided Services, as specified in the Order Form and including notably: advisory and technical support for the Cloud Services, including (but not limited to) Compute, Storage, Analytics, Machine Learning, Serverless, Network, Security, and as further specified in the Order Form.
"Service Level Agreement (SLAs)": Where DoiT provides Services and engages to work with your IT team, the Services include the specifications as detailed here for the selected package - and as specified in the Order Form. In the event DoiT does not meet the applicable SLAs (and specifically excluding the Support Exclusions), You become eligible to receive a Service Credit, upon submission of a Service Credit Request, according to the process requested by DoiT (and detailed under the "Service Credit Request" specified within these Terms).
"Service Provider" means the entity responsible for providing the Cloud Services, which may refer to Google, AWS or Azure.
"Term" means the duration of these Services as further defined in the relevant Order Form.
"Unavailability" means where the Customer requests are not handled within the response times specified by DoiT on the DoiT Website or as specified on the Order Form.
3. Participation in the DoiT Reference Program.
Customer hereby grants to DoiT an unlimited, non exclusive, non transferable, and revocable license and authorization, solely for the purpose of marketing the Services: (a) to display Customer's approved current and future names, trademarks, servicemarks, copyrights and logos (hereinafter the "Trademarks") on the Website, notably including in materials, presentation materials (b) development of case studies highlighting Customer's adoption of DoiT's Products and Services. Customer shall have the right to priorly approve any written case studies, and (c) the Customer may be considered for peer or analyst references, speaking engagements, webinars or press releases, as priorly and explicitly approved. For the avoidance of doubt, DoiT shall not acquire any rights in the Customer's Trademarks hereof, and any of the Trademarks used by DoiT might be canceled immediately by the Customer at its sole discretion by sending an email to [email protected].
4. Usage Restrictions.
Customer may only access the Services for its internal business purposes and not use for commercialization unless expressly permitted by Supporting Materials. Customer is responsible for any use of the Services through Customer's credentials. Should Customer believe that there has been unauthorized use of Customer's account, Customer must promptly notify DoiT. Customer will not: (i) exceed any usage limitations identified in the Supporting Material; (ii) except to the extent expressly permitted in Supporting Material, sell, resell, license, sublicense, lease, rent, or distribute the Services or include the Services in other outsourcing offerings, or make any portion of the Solution available for the benefit of any third party; (iii) copy or reproduce any portion of the Services.
Customer is responsible for complying with all terms of use and licenses (including any third party licenses) for any software, content, or service it loads, creates, or accesses when using the Services.
5. Customer-provided Data.
Customer is solely responsible for the content created or placed into a DoiT-provided system during Customer's use of the Services ("Customer-provided Data"). Customer will remain the sole and exclusive owner of all Customer-provided Data. Customer grants DoiT the right to use Customer-provided Data as necessary to provide the Services or as otherwise required by law.
6. Intellectual Property Rights.
There is no transfer of ownership of any intellectual property under these Terms. Customer grants to DoiT a worldwide, non-exclusive, royalty-free license to any intellectual property that is necessary for DoiT and its designees to perform the Services. If deliverables are created by DoiT specifically for Customer and identified as such in Supporting Materials, DoiT grants Customer a worldwide, non-exclusive, fully paid, royalty-free license to reproduce and use copies of the deliverables internally. Deliverables are accepted upon provision to Customer unless otherwise agreed in the Supporting Material, and, if included, will not apply to any other Product or Service to be provided by DoiT.
7. Third Party Products.
The Services may permit access to products, content, and services, owned by third parties ("Third-Party Products"). Third-Party Products are subject to their own terms.
8. Data Collection.
Customer understands that DoiT Solutions may collect and use technical data and related information, to facilitate the provision of the Solution. As long as the data does not personally identify an individual, DoiT owns and may use this data, including feedback, for any purpose including providing new and enhanced solutions. For more information: https://www.doit.com/privacy/
9. Pricing.
Prices will be as quoted in writing by DoiT in the Order Form, or, in the absence of a written Order Form, as set out on our Website, or DoiT published list price at the time a Service request is submitted to DoiT. Prices are exclusive of taxes, duties, and fees unless otherwise quoted.
10 Fees, Billing, Payment and Taxes.
Customer will pay DoiT the applicable fees and charges for each Service request as more specifically described at https://www.doit.com/pricing/ or in the applicable Order Form.
Applicable fees. For the purpose of these terms, fees shall be calculated according to the applicable Service Provider Cloud Monthly Spend after application of Discount, but excluding any Credits, any Marketplace purchases and any applied prepayment from the Customer.
Customer agrees to pay all invoiced amounts within thirty (30) days of DoiT's invoice date or as agreed upon in the Order Form. DoiT may suspend or cancel performance of open Service requests if Customer fails to make payments when due. DoiT may increase or add new fees for any existing Services by giving You at least fifteen (15) days' advance notice. If You do not stop using the Services within fifteen (15) days, the new fees will be deemed accepted by You. Without limiting the foregoing, You are solely responsible for any third party charges that may be associated with and external to the Services, including but not limited to Your compute, storage and networking resources for the applications accessing the Services and data egress usage from other cloud providers.
Any discounts provided to Customer under these Terms will be applied to Customer's fees only after the application of any applicable credits provided to Customer with respect to such fees.
Customer may use either (i) wire transfer, (ii) ACH, (iii) debit card, or (iv) credit card, to execute all payments to DoiT. Customer may make payments of fees with a credit/debit card, provided, however, that Customer shall be obligated to pay any such processing fee incurred by DoiT as a result of Customer paying by debit/credit card. There is a 2.9% credit card processing fee on credit/debit card payments. Any such processing fee shall be added to the invoice and become part of the amount to be paid by the Customer. In the case of wire transfer payments, Customer shall be responsible for any additional fees.
Late payments. Any payment under these Terms, made greater than fifteen (15) days after the date such payment is due and payable shall bear interest as of the day after the date such payment was due and payable and shall continue to accrue such interest until such payment is made at a rate equal to the lesser of either (a) 1.5% per month, or (b) the maximum rate permitted by applicable law.
In case of continued non-payment, terminated accounts are at risk of being transferred to a third party collections agency, solely at DoiT's discretion. Please note that a third party collections agency may impose additional charges. Failure to pay may also result in DoiT pursuing Customer legally to recover the value owed, thus incurring further legal costs for Customer.
Taxes. Applicable taxes will be added to the monthly invoice according to the local commerce laws in the country where Customer does business with DoiT. DoiT's fees do not include any taxes, levies, duties or similar governmental assessments of any nature, including, for example, value-added, sales, use or withholding taxes, assessable by any jurisdiction whatsoever (collectively, "Taxes"). Customer is responsible for paying all Taxes associated with its purchases hereunder. If DoiT has the legal obligation to pay or collect Taxes for which Customer is responsible under this section, DoiT will invoice Customer and Customer will pay that amount unless Customer provides DoiT with a valid tax exemption certificate authorized by the appropriate taxing authority. For clarity, DoiT is solely responsible for taxes assessable against it based on its income, property and employees.
Tax Gross Up. All payments to be made by the Customer hereunder shall be made free and clear of, and made without any tax deductions and/or withholding payments. In the event that Customer is required to make a tax deduction and/or withholding payment, then the amount payable by Customer (in respect of which such tax deduction and/or withholding payment is required to be made) shall be increased to the extent necessary to ensure that DoiT receives a sum net of any deduction and/or withholding equal to the amount which it would have received had no such tax deduction and/or withholding been made or required to be made. The Customer shall promptly, upon becoming aware that it must make a tax deduction and/or withholding payment notify DoiT accordingly. If Customer is required to make a tax deduction and/or withholding payment, it shall make any such payment required within the time allowed and in the minimum amount required by law. Within 30 days of making any payment required in connection with such a tax deduction and/or withholding payment, the Customer shall deliver to DoiT evidence that the Tax Deduction has been made or (as applicable) any appropriate payment paid to the relevant taxing authority.
Local currency. When charging in local currency, DoiT will convert the prices of the Order Form - and notably the invoice sent to the Customer on a monthly basis - into applicable local currency according to the exchange rates as published by leading financial institutions and necessary adjustments as required to cover the forex risk between invoice date and payment date.
11. Channel Partners.
These Terms will apply to DoiT Services procured by Customer from authorized DoiT channel partners except for Sections 8 and 9. DoiT is not responsible for the acts or omissions of DoiT channel partners, for any obligations undertaken or representations that they may make beyond the scope of these Terms, or for any other non-DoiT solutions that they supply to Customer.
12. Confidential Information.
Information exchanged under these Terms will be treated as confidential if identified as such at disclosure or if the circumstances of disclosure would reasonably indicate such treatment. Confidential information may only be used for the purpose of fulfilling obligations or exercising rights under these Terms and the relevant Order Form, and shared with employees, Affiliates, agents, or contractors with a valid obligation to reasonably maintain confidentiality of such information and a need to know such information to support that purpose. Confidential information will be protected using a reasonable degree of care to prevent unauthorized use or disclosure for 3 years from the date of receipt or for such period as the information remains confidential. These obligations do not cover:
i) information that was known or becomes known to the receiving party without obligation of confidentiality;
ii) information that is independently developed by the receiving party; or
iii) information that is required to be disclosed by law or a governmental agency.
13. Personal Information.
Personally Identifiable Information may only be used for the purpose of fulfilling obligations or exercising rights under these Terms. Such information may be shared with employees, Affiliates, agents, or contractors with a need to know such information to support that purpose. The parties will use a reasonable degree of care to prevent unauthorized use or disclosure. Where legitimate business purposes require DoiT to collect and process personally identifiable business contact information relating to Customer's employees or other individuals representing Customer, DoiT, as a data controller, will process such personally identifiable information
i) using appropriate technical and organizational measures, and
ii) in compliance with its privacy statement and applicable laws.
Where DoiT agrees to process personally identifiable information on behalf of Customer, DoiT, as a data processor, will process such data only as permitted under these Terms to provide the Services, including Supporting Materials, and in compliance with applicable laws and the DPA available at: https://l.doit-intl.com/dpa. This DPA is incorporated into and supplements these Terms by this reference.
14. Warranties, Representations.
a) Customer is responsible for using the Services and taking its own steps to maintain appropriate security, protection and backup of the Customer-provided Data.
b) Customer is responsible for claims resulting from:
i. improper use, Customer site preparation, or Customer site or environmental conditions or other non-compliance with applicable Supporting Material;
ii. Modifications or improper system maintenance or calibration not performed by DoiT or authorized by DoiT;
iii. failure or functional limitations of any non-DoiT product impacting the Services;
iv. malware (e.g. virus, worm, etc.) not introduced by DoiT; or
v. abuse, negligence, accident, fire or water damage, electrical disturbances, or other causes beyond DoiT's control.
15. Limitation of Liability.
a) Each party's cumulative liability to the other party shall be limited to the greater of $100,000 or total amount invoiced by DoiT to Customer during the 12-month period immediately preceding the event that triggered the liability (hereinafter, the "12 Month Spend") (the "Liability Ceiling"); provided that in any event, the Liability Ceiling shall not exceed 1 Million dollars ( $1,000,000). The Liability Ceiling shall not apply to any amounts owed by Customer to DoiT pursuant to the greater of (i) any invoices issued by DoiT to Customer with respect to Customer's consumption of the Services, (ii) any remaining Minimum Commitment obligations or EDP obligation as the case may be, or (iii) any Minimum Commitment True Up Payments as required according to the Order Form specifications.
b) Neither Customer nor DoiT will be liable for lost revenues or profits, downtime costs, loss or damage to data, or indirect, special or consequential costs or damages (hereinafter, "Indirect Damages"). The preceding exclusion for Indirect Damages does not limit either party's liability for: infringement of intellectual property, fraud, liability which may not be excluded or limited by applicable law.
16. Term and Termination.
a) This agreement commences when Customer has (i) fully executed the Order Form, or (ii) otherwise uses DoiT Solutions (the "Effective Date") and will continue until terminated.
b) Termination for convenience (where applicable). Either party may terminate this agreement for convenience by providing the other party thirty (30) days advanced written notice. Both parties hereby expressly agree that any reference of a specified Term or Minimum Commitment - within the Order Form or any Supporting Material - will not enable the parties to terminate for convenience. Termination of these Terms will not affect any existing Service requests, which shall continue until their natural expiration or early termination in accordance with these Terms.
c) Termination for cause. A non-breaching party may terminate a Service request on written notice if the breaching party materially breaches the Service request and fails to remedy the breach within a reasonable period, not to exceed thirty (30) days, after receiving reasonably detailed written notice. If either party becomes insolvent, unable to pay debts when due, files for or is subject to bankruptcy or receivership or asset assignment, the other party may terminate all open Service requests. Any terms which by their nature extend beyond termination or expiration of these Terms will remain in effect until fulfilled and will apply to both parties' respective successors and permitted assigns. Any termination of a Service request will not impact any other current and valid Service requests.
d) Additional Termination. DoiT reserves the right to terminate the Services (and/or Your account) or Your access to any APIs and/or software provided under these Terms, and to delete Your Customer provided Data: (i) due to a suspension or termination for cause; or (ii) immediately if DoiT is compelled by court order or otherwise discover any use of the Services or APIs and/or software by You that in DoiT's reasonable discretion presents a security risk or that might be the subject of a legal claim or dispute. Upon any termination or notice of any discontinuance, all of Your rights under these Terms shall immediately terminate, You remain responsible for all fees incurred through date of termination, and You agree to return (or destroy per DoiT's instruction) all DoiT's Confidential Information in Your possession.
e) Refund or Payment upon Termination. If this agreement is terminated by Customer in accordance with the "Termination for cause" section above, DoiT will refund Customer any prepaid fees covering the remainder of the term of all Order Forms after the effective date of termination. If this agreement is terminated by DoiT in accordance with the "Termination for cause" section above, Customer will pay any unpaid fees covering the remainder of the term of all Order Forms to the extent permitted by applicable law. In no event will termination relieve Customer of its obligation to pay any fees payable to DoiT for the period prior to the effective date of termination.
17. Governing Law/Disputes.
The DoiT entity entering into this agreement, the address to which Customer should direct notices under these Terms, the law that will apply in any dispute or lawsuit arising out of or in connection with this agreement, and the courts that have jurisdiction over any such dispute or lawsuit, shall be according to the DoiT entity executing the Order Form and/or providing the services as reflected at Governing Law, Jurisdiction, and Venue.
18. Evaluation/Trial/Demonstration Use.
Where Customer is provided with an evaluation, trial, or demonstration (the "Demonstration") Solution, Customer accepts the Demonstration "as is", with any errors or defects. DoiT makes no express or implied warranty of any kind with respect to the Demonstration, and to the extent permitted by law, DoiT disclaims all other warranties. DoiT does not warrant that the operation of demonstration will be uninterrupted or error-free, or that demonstration will operate in hardware and software combinations other than as authorized by DoiT in Supporting Material. Upon termination or expiration of any Demonstration, Customer must convert to a full subscription covering the use of the applicable Solution or immediately terminate use of the Solution. Unless otherwise provided in Supporting Material, the Solution may not be used in a production environment.
For the avoidance of doubt, upon subscription to the Solve Services only, the Customer will be enabled to log-on to the DoiT Cloud Navigator in order to - a minima- raise tickets related to the usage of DoiT's products or services.
19. Miscellaneous Provisions.
a) Notices. Written notice for purposes of this Section shall include email notification provided by the terminating party to the other party.
b) Entire Agreement. The agreement represents the entire understanding with respect to its subject matter and supersedes any previous communication or agreements that may exist.
c)Modifications. These Terms may be changed from time to time as described below or by written agreement. Charges and fees terms may be changed in accordance with the terms of Section 10; all other provisions may be changed by DoiT immediately without notice to You. To the extent such changes are made to these Terms, such changes will: (a) only be applied prospectively; and (b) not be specifically directed against Customer, but will apply to all DoiT customers utilizing the Solutions.
d) Delays. Neither party will be liable for performance delays nor for non-performance due to causes beyond its reasonable control, except for payment obligations. DoiT's ability to deliver Solutions depends on Customer's reasonable and timely cooperation and the accuracy and completeness of any information from Customer needed to deliver the Solutions.
e) Electronic Transactions. The parties agree to do business electronically. Electronic transactions includes consenting to contracts, placing or accepting orders, exchanging and accepting Supporting Materials, content posted on DoiT websites, or any electronic document related to the DoiT Solutions ("Electronic Transactions"). If such Electronic Transactions are contested as unenforceable by Customer, Customer agrees that DoiT may terminate Customer's access to DoiT Solutions.
f) Global Trade. If Customer exports, imports or otherwise transfers all or a portion of a Product or Service, Customer is responsible for complying with applicable laws and for obtaining any required export or import authorizations. Either party may suspend its performance to the extent necessary to comply with applicable trade laws.
g) Anti-Bribery and Anti-Corruption Laws. DoiT is committed to doing business worldwide ethically, free from corruption without exceptions, and in compliance with all applicable anti-corruption laws and expects its service providers to comply with the same high standards. Neither Customer nor any of its representatives has or will improperly provide (or offer to provide), directly or indirectly, anything of value to anyone, including government officials to obtain or retain business, to obtain a commercial advantage, or to receive favored treatment, anywhere in the world and shall comply with all applicable anti-bribery and anti-corruption laws. Customer shall immediately notify DoiT in writing of any suspected or known breach of the obligations under this Section.
h) Export Compliance. The Product and Services, Supporting Materials and other DoiT technology, and derivatives thereof may be subject to export laws and regulations of the United States and other jurisdictions. DoiT and Customer each represents that it is not on any U.S. government denied-party list. Customer will not permit any User to access or use any Service or content in a U.S. embargoed country or region (currently the Crimea, Luhansk or Donetsk regions, Cuba, Iran, North Korea or Syria) or as may be updated from time to time, or in violation of any U.S export law or regulation.
i) Assignment. Neither party hereto may assign any of its rights or obligations hereunder, whether by operation of law or otherwise, without the other party's prior written consent (not to be unreasonably withheld); provided, however, either party may assign these Terms in its entirety, without the other party's consent to its Affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets or shares, but subject to a written notice of such assignment. Subject to the foregoing, these Terms will bind and inure to the benefit of the parties, their respective successors and permitted assigns.
Services Specifications.
The below specifications are applicable to the Services and are subject to further specific details as mutually agreed upon in the Order Form.
Services. DoiT will provide Customer with advisory and technical support for the Cloud services, including (but not limited to) Compute, Storage, Analytics, Machine Learning, Serverless, Network, Security, etc, and as further specified in the specifications above. DoiT will also provide technical support for popular open-source components and their integration with Google Cloud under "best-effort" approach.
Account Manager. Customer will receive access to an Account Manager. Account Management includes: (a) assistance in developing a cloud strategy with respect to the Services, (b) best practices guidance on implementing and using the Services, (c) management of technical support subject matter experts to address technical inquiries related to the Services, and (d) cost optimization workshop and advisory (where applicable).
Advisory. Advisories are recommendations only. Customer is responsible for the results achieved when determining whether to implement recommendations from DoiT. DoiT may deliver recommendations to Customer in the form of a working paper or report, which Customer may use, modify and reproduce for its internal business purposes. For clarity, DoiT will not have any obligation to write or build any software applications or write code to facilitate Customer applications.
English language. The parties agree that all support provided by DoiT will be provided in English.
Provided support. Customer will provide first-level support to Customer End Users; DoiT will provide second-level support to Customer only through Customer's designated contacts and Account Manager (if applicable). If Customer wishes to change its designated contacts, it may do so in the "Users" section of the DoiT Console.
Tickets. All technical support and advisory requests must be submitted at support.doit.com by the designated contacts. DoiT will have no obligation to accept calls or messages directly from, or otherwise interact directly with, personnel other than You or designated contact that initially raised the ticket.
Diagnostic Data. You agree to DoiT collecting and using certain information and diagnostic data in connection with Your use of the Services, including without limitation system performance, capacity and memory usage, performance metrics, error and information messages, and usage data related to Your account, such as resource identifiers, metadata tags, security and access roles, rules, usage policies, permissions, usage statistics and analytics ("Diagnostic Data"). DoiT may use and disclose Diagnostic Data at DoiT's discretion for any purpose, except where DoiT is required to do otherwise under applicable law. DoiT may disclose Diagnostic Data to DoiT affiliates, contractors and service providers who are working on DoiT's behalf to maintain and provide the Services. DoiT also may use or disclose Diagnostic Data: (i) where it is in an aggregated, anonymized form that does not identify You; or (ii) as DoiT determines necessary or appropriate (a) under applicable law, which may include laws outside of Your country of residence; (b) to respond to a governmental body or requests from courts, law enforcement agencies, regulatory agencies, and other public and government authorities, which may include such authorities outside Your country of residence; (c) to enforce DoiT terms and conditions; and (d) to protect DoiT rights, privacy, safety or property, and/or that of DoiT affiliates, You or others.
Third Party Providers. DoiT may use affiliates and third party service providers to perform the Services. You understand, agree and authorize DoiT to share access to Your data and Diagnostic Data with such third parties to maintain and provide the Services. Upon request, DoiT will provide You with a list of current service providers performing such services.
Pre-Release Materials. DoiT may make available to You certain software, features, functionality, improvements, and/or enhancements in advance of their general availability ("Pre-Release Materials"). You agree the Pre-Release Materials: (i) are not to be used in a production environment; (ii) may or may not ever be made generally available by DoiT as part of an update or otherwise; (iii) are not under warranty or support; (iv) are not at the level of compatibility, performance and/or scalability of the Services as the case may be; (v) may not operate correctly; and, (vi) may be subject to additional terms and conditions that are specific to such Pre-Release Materials. You agree to notify DoiT of any bugs, errors or problems with respect to Pre-Release Materials.
Maintenance. DoiT will use reasonable efforts to provide You with prior notice of any scheduled maintenance (except for emergency maintenance) and You agree to use reasonable efforts to comply with any maintenance requirements that DoiT notifies You about.
Requirements for Support. DoiT is not responsible for the operation and general maintenance of Your computing environment. You are responsible for your data backup. DoiT is not responsible for any losses or liabilities arising in connection with any failure of data backup processes. DoiT has no support obligations to You which arise from or relate to any conditions that are listed as a Support Exclusions (below).
Support Exclusions. DoiT support obligations do not apply to any unavailability, suspension or termination of the Services, or performance issues: (i) resulting from a suspension of Services; (ii) caused by factors outside of DoiT's reasonable control, including any force majeure event, Internet access or related problems outside the Services; (iii) resulting from any actions or inactions of You or any third party; (iv) resulting from Your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within DoiT's direct control); or (v) arising from our suspension and termination of Your right to use the Services (collectively, the "Support Exclusions").
Service Credits request. To receive a Service Credit, the Customer must submit a request via a ticket submitted on the DoiT Cloud Navigator specifying: (i) the dates and times of each incident of Unavailability that the Customer claims to have experienced; (ii) include the Customer's request logs that document the errors and corroborate the claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks); and (iii) be received by DoiT within fifteen (15) business days of the last reported incident in the request. If the Service Credit Request is confirmed by DoiT, then DoiT will issue the Service Credit to the Customer's account within a reasonable period of time. The Customer's failure to provide a request and other information as required above will disqualify the Customer from receiving a Service Credit.