SLA credit request
SLA credit requests require incident evidence and contract scope.
Steps
- Identify the incident and affected service.
- Confirm SLA terms and excluded causes.
- Provide impact period and evidence.
- Wait for review and approval before credit posting.
Useful information to include
- Incident ID
- Impact window
- SLA clause
Escalation
Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.