SLA Exclusions. 11.1. The SLA does not apply to any performance or availability issues due to: a) factors outside Keepit’s reasonable control (for example outage by an infrastructure provider or a SaaS Workload(s), or a force majeure event); b) the Customer's, end-user's, or any third-party's equipment, services, actions or lack thereof; and/or c) Keepit’s scheduled maintenance or version upgrades.
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Sources: Terms of Service, Terms of Service