APPENDIX B

RESPONSE TIME GUARANTEE EXCLUSION LIST

The Response Time Guarantee does not apply to:

• Additions, moves or changes to users, devices, configurations, or network
• Issues lodged in any other manner than specified in this Agreement and our General Terms and Conditions
• Issues lodged outside Our Business Hours
• Items caused by Hardware or Software not meeting our Minimum Standards
• Service Requests related to Software not on our Approved Software List (see Appendix D)
• Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
• Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration
• Service Requests for issues related to user-initiated Virus and Malware Infections
• Service Requests for Issues involving the sourcing of hardware/software
• Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage