Basic

Monthly Refund Rate

1'st occurance of response time > 1hr

50%

2'nd occurance of response time >1hr

100%

Plus

Monthly Refund Rate

1'st occurance of response time > 15 min

75%

2'nd occurance of response time >15 min

100%

Critical

Monthly Refund Rate

1'st occurance of response time > 15 min

100%