Common use of SLA Exclusions Clause in Contracts

SLA Exclusions. SLAs do not apply and LightEdge is not responsible for failure to meet an SLA resulting from: - failure of Customer to comply with other LightEdge agreement terms including the Master Agreement and Acceptable Use Policy which attributes to Service failure. - failure of Customer to cooperate with LightEdge during testing, installation, maintenance or troubleshooting activities which attributes to Service failure. - Service interruptions, deficiencies, degradations caused by 3rd party service providers (outside of LightEdge control). - Force Majeure as defined in the Master Agreement. - outages or impact caused by Customer, including applications, equipment, facilities or users of the Service. - failure to adhere to LightEdge recommended configurations as documented in Service Guides. - for any Services where Service Platform infrastructure must be deployed outside of a LightEdge data center, when Customer fails to provide suitable secure environment for infrastructure including but not limited to: secure mounting/racking, appropriate cooling and air handling and secure from theft. In addition, SLAs do not apply: - where Customer reports an SLA failure, but LightEdge does not find any SLA failure. - when a Service outage is caused by another Service with lower SLA. For example, if Customer is unable to access their Virtual Private Cloud Service (100% SLA) across the Internet (99.99% SLA), that failure does not constitute a Service outage of the Virtual Private Cloud Service.

SLA Exclusions. SLAs do not apply and LightEdge is not responsible for failure to meet an SLA resulting from: - failure of Customer to comply with other LightEdge agreement terms including the Master Agreement and Acceptable Use Policy which attributes to Service failure. - failure of Customer to cooperate with LightEdge during testing, installation, maintenance or troubleshooting activities which attributes to Service failure. - Service interruptions, deficiencies, degradations caused by 3rd party service providers (outside of LightEdge control). - Force Majeure as defined in the Master Agreement. - outages or impact caused by Customer, including applications, equipment, facilities or users of the Service. - failure to adhere to LightEdge recommended configurations as documented in Service Guides. - for any Services where Service Platform infrastructure must be deployed outside of a LightEdge data center, when Customer fails fai ls to provide suitable secure environment for infrastructure including but not limited to: secure mounting/racking, appropriate cooling and air handling and secure from theft. In addition, SLAs do not apply: - where Customer reports an SLA failure, but LightEdge does not find any SLA failure. - when a Service outage is caused by another Service with lower SLAService. For example, if Customer is unable to access their Virtual Private Cloud Service (100% SLA) across the Internet (99.99% SLA)Internet, that failure does not constitute a Service outage of the Virtual Private Cloud Service.

SLA Exclusions. SLAs do not apply and LightEdge is not responsible for failure to meet an SLA resulting from: - failure of Customer to comply with other LightEdge agreement terms including the Master Agreement and Acceptable Use Policy which attributes to Service failure. - failure of Customer to cooperate with LightEdge during testing, installation, maintenance or troubleshooting activities which attributes to Service failure. - Service interruptions, deficiencies, degradations caused by 3rd party service providers (outside of LightEdge control). - Force Majeure as defined in the Master Agreement. - outages or impact caused by Customer, including applications, equipment, facilities or users of the Service. - failure to adhere to LightEdge recommended configurations as documented in Service Guides. - for any Services where Service Platform infrastructure must be deployed outside of a LightEdge data center, when Customer fails to provide suitable secure environment for infrastructure including but not limited to: secure mounting/racking, appropriate cooling and air handling and secure from theft. In addition, SLAs do not apply: - where Customer reports an SLA failure, but LightEdge does not find any SLA failure. - when a Service outage is caused by another Service with lower SLAService. For example, if Customer is unable to access their Virtual Private Cloud Service (100% SLA) across the Internet (99.99% SLA)Internet, that failure does not constitute a Service outage of the Virtual Private Cloud Service.