Common use of Time Excluded Clause in Contracts

Time Excluded. In connection with the delivery of the Service, problems may arise that are not caused by the Supplier. This is defined as Time Excluded and may include: • Faults in the Customer's internal network or equipment • Incorrect use or abuse of the service by the Customer • Damage or loss of Customer located equipment • Planned work (inside or outside of the service window) • Failures in the environment or infrastructure at the Customer's premises, including electricity and lack of cooling / heating • Delays caused by contact persons at the Customer being unavailable, lack of feedback from the Customer or that the Customer does not follow the agreed routines in the Agreement • Delays caused by the Supplier not having physical access to premises and equipment placed with the Customer, in order to perform error correction • An obstacle outside the Supplier's control that significantly hinders the delivery of the Service in accordance with the Agreement or increases the Supplier’s costs If an Error message is received by the Supplier after the Agreed Service Time is closed, calculation of downtime starts when the next Agreed Service Time starts.