Service Credit Exceptions. Network Outage Time is measured from the time a Trouble Ticket is opened with Customer Care, at the toll free number 0-000-000-0000, as a result of Customer’s inability to transmit and receive data, and ends when the connection is able to be sent and receive data. Service credits will not be issued where the 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 failure or malfunction of equipment, applications, facilities or systems not owned or controlled by Company; (c) A Force Majeure Event; (d) Network Normal Maintenance, alternation or implementation; (e) The unavailability of required Customer personnel, including as a result of failure to provide Company with accurate, current contact information; or (f) Company’s lack of access to Customer or other premises where reasonably required to restore the Service.
Appears in 4 contracts
Samples: Service Level Agreement, Service Level Agreement, Service Level Agreement
