General Service Level Exceptions Sample Clauses

General Service Level Exceptions. Exceptions to the service levels provided as part of this Agreement are not applicable with the following situations: In the event the Service Provider is working remotely with a Client’s end user who is not identified as the on-site technical contact and lacks the necessary technical aptitude to work with the Service Provider’s technician efficiently. Service and support requests that that require or are resolved by organizations other than the Service Provider are excluded from any/all service levels defined within this Agreement. All service levels defined within this Agreement are not applicable for the first 90 days of this Agreement while the Service Provider works with the Client to onboard them to their services. Service levels defined within this Agreement do not apply to any and all uncovered, out of scope, after hours, overnight, or excluded services as defined within this Agreement. Service levels defined within this Agreement do not apply to any and all services provided on an Observed holiday as defined within this Agreement. Service Level exceptions specific to the individual services the Service Provider is offering under this Agreement are defined within Appendix 3.