Common use of Service Response Clause in Contracts

Service Response. Exabytes guarantees to response to the customer’s requests or issues on our services/products, and subject to the average response time of not more than four (4) hours. Part III: Exceptions Customer shall not receive any credits in connection with any failure or deficiency of the service level caused by or associated with: 1. Circumstances beyond our reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, terrorism, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA; 2. Failure of access circuits to our network, unless such failure is caused solely by Exabytes; 3. Scheduled maintenance and emergency maintenance and upgrades; 4. DNS issues outside the direct control of Exabytes; 5. Issues with FTP, POP, IMAP, or SMTP customer access;

Service Response. Exabytes guarantees to response to the customer’s requests or issues on our services/products, and subject to the average response time of not more than four (4) hours. Part III: Exceptions Customer shall not receive any credits in connection with any failure or deficiency of the service level caused by or associated with: 1. Circumstances beyond our reasonable control, including, without limitation, acts of God, acts of any governmental body, war, insurrection, terrorism, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA; 2. Failure of access circuits to our network, unless such failure is caused solely by Exabytes; 3. Scheduled maintenance and emergency maintenance and upgrades; 4. DNS issues outside the direct control of Exabytes; 5. Issues with FTP, POP, IMAP, or SMTP customer access; 6. False SLA breaches reported as a result of outages or errors of any Exabytes measurement system;