Processing Credit Requests
It is CDT policy to issue credit for any charges processed incorrectly due to an error caused by CDT hardware, software, or personnel.
In order to equitably and objectively administer credit requests within the framework of the established policy, certain conditions must be present before a request for credit can be approved. They are:
- Complete documentation supporting the request must be submitted to your Customer Engagement Services (CES) Account Lead.
- Requests must be submitted as soon as possible after the occurrence in question.
- There must be sufficient information available to enable verification.
- A credit should be requested within the fiscal year the problem occurred.
- CDT will credit no more than 12 months.
All requests for credit received by CDT will be reviewed and processed. Please use discretion in determining which occurrences are worth the effort necessary to justify the cost of processing. It is recommended that customer departments establish a minimum Credit Request amount (i.e., fifty dollars), and submit credit requests only when this amount is exceeded.
Additional Instructions and Guidelines
All documentation related to your credit request should be sent to your CES Account Lead. To identify your Account Lead, consult the Account Lead Lookup.
For zSystems/Mainframe credit requests, the PCR must be accompanied by the JESMSG, JESJCL and SYSMSG portions of the job output. It should be noted that if the MSGLEVEL parameter is used and is coded other than MSGLEVEL=1 or MSGLEVEL=(1,1), the JESMSG, JESJCL and SYSMSG output may not contain sufficient information to permit verification of the problem.
Following are valid reasons for request credit:
- Human error — i.e., incorrect forms mounted.
- Job cancelled due to system failure. (If any output is received, attach all printed output to the PCR)
- Job abnormally terminates for reasons that can be shown to be beyond the control of the customer — e.g., a DASD error.
- Job re-runs made necessary to recover losses caused by Rancho Cordova site software or hardware failures.
Following are examples of non-creditable occurrences:
- Charges accruing due to customer inefficiencies in processing methods, code, sorts or look-ups.
- Customer JCL errors.
- Customer overrides of default JCL TIME parameters that cause the job to either end prematurely or use an excessive amount of time.
- Customer program errors.
- Jobs terminated for failure to comply with Rancho Cordova site standards.
- Jobs cancelled by JES3 for exceeding requested CPU time.
- Scheduled jobs cancelled for non-conformance with resource requirements.
None of the above examples are intended to cover all possible cases. Any particular situation outside the scope of these guidelines will be addressed on an individual basis.
Processing:
All Credit Requests will be processed as quickly as possible; however, depending upon the time of receipt and the amount of effort involved in verification, approved credit may not always appear on the next monthly invoice. In such cases, the credit will be included on the invoice for the following month.