*If Klarinet is unable to resolve the service request within the SLA, Klarinet may escalate the service requests to Microsoft at no additional cost to the Client.
Unscheduled Service
Unscheduled and Emergency services occurring outside of the hours of 7:00 AM – 7:00 PM Pacific Time shall be billed at 1.5x the applicable rate.
Unscheduled and Emergency services occurring on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day shall be billed at 3x the applicable rate.