Service Credit Exceptions. Service credits will not be issued where this SLA is not met as a result of: (a) The acts or omissions of Customer, its affiliates or their respective employees, contractors, agents or end users; (b) The acts or omissions of providers or customers to whom Customer connects, or their respective employees, contractors, agents or end users; (c) The failure or malfunction of equipment, applications, facilities or systems not owned or controlled by Company; (d) A Force Majeure Event; (e) Network Normal Maintenance, alternation or implementation; (f) The unavailability of required Customer personnel, including as a result of failure to provide Company with accurate, current contact information; or (g) Company’s lack of access to Customer or other premises where reasonably required to restore Service.
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