Citrix Cloud

November 26, 2019

The request must identify the Service(s), define the dates, times and durations of Unavailability, along
with supporting logs or records that corroborate the Unavailability, and identify the affected users
and their locations, as well any technical support requested or remediation implemented. Only one
service credit will be issued per Service, for the applicable number of months, with a maximum of a
single 10% service credit for all months of the extension. Customer must present the voucher upon
purchase of the extension.
If you purchase the extension through a reseller, you will receive a credit through the reseller. The
credit we apply for a direct purchase, or pass to your reseller for an indirect purchase, will be based
on the pro-rated, blended suggested retail price of the extension for the same number of units. Citrix
does not control resale pricing or resale credits. Credits do not include a right of offset on payments
due to Citrix or a reseller. Citrix will occasionally update these terms. When updates occur, Citrix will
also revise the publication date at the top of the Service Level Agreement. Any changes apply only to
your new Service purchases or Service extensions on or after the current publication date.

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