There are exceptions in providing the Service Level as outlined in this SLA. The exceptions in providing the Service Credits are as follows.

(i) When the Company or a third-party service provider, which the Company will notify via Cloudbric Website, provides service upgrades, maintenance, and fixes (service provision of third-party providers will be notified via Cloudbric Website [five (5) days] prior to performing the service) or Cloudbric Service requires emergency fixes (emergency fixes will be notified via Cloudbric Website). However, if non-regular maintenance is intended for the infrastructure based on the Company, or if the Company decides that an emergency fix is required, the Company is not obligated to notify the customers [five (5) days] in advance.

(ii) When non-regular maintenance and fixes are performed by the Company.

(iii) When a customer violated the Service Contract.

(iv) When the issues were caused by the Customer or affiliated parties, including but not limited to the customer’s employees, representatives, contractors, vendors, or any personnel connected to or associated with the customer accessing the network using the customer’s account or equipment.

(v) When the Company’s web-seal has automatically been displayed.

(vi) When system management or file transfer was performed by the Customer representative.

(vii) For any event of Force majeure including but not limited to natural disaster, unforeseeable and uncontrollable circumstances, or nationwide network malfunctions.

(viii) When the Customer’s access to the service has been suspended, or the Customer’s website as stated in the Service Contract has been blocked. 

(ix) When the customer has violated the Acceptable Use Policy.

(x) When issues occur due to the customer’s failure to cooperate with the Company’s advice, including but not limited to recommended optimal management practices and security measures, or in the case of modifications in the use of the service, including but not limited to potential alterations in the service environment or structure.

(xi) When an issue occurs due to third-party technology, hardware, software, application, OS, or service which the Company does not own nor control.

(xii) When an issue occurs due to a service access initiated by the Customer without the use of the Company’s services.

(xiii) When an issue occurs whether during the free or paid trial period of the service, or in instances where the service payment is overdue.

(xiv) When the customer failed to make a report of the Service Outage to the Company via Cloudbric Website within [seven (7) days] after the initial occurrence.

(xv) When the customer neglects to implement a recommended or provided update from the Company and opts to utilize a prior version of the service.

(xvi) For any event of exceeding the scope as defined in the service contract and/or surpassing the general and reasonable technical limits, based on the time of provision of Cloudbric services.