When an ESP fails to meet its SLA, the customer can submit a claim for service credits. The process generally involves the following steps:
The customer identifies a service disruption or failure. The customer submits a claim to the ESP, usually through a support ticket or a formal request process. The ESP reviews the claim and verifies the disruption. If the claim is valid, the ESP calculates the service credits based on predefined criteria in the SLA. The credits are applied to the customer's account, typically reducing the cost of future services.