SLA Exclusion

The SLA does not apply to any:  

• Any features, services, or functionalities explicitly labeled as Alpha, Beta, or otherwise pre-release. 
• Any issues arising from use of the service in User Acceptance Testing (UAT), sandbox, development, or other non-production environments. 
• Events beyond our reasonable control, including but not limited to natural disasters (e.g., earthquakes, floods), Acts of God, war, terrorism, civil unrest, pandemics, governmental actions, failures of submarine communication cables, or outages in telecommunications or power infrastructure. 
• Events resulting from actions or inactions by the Customer, including misuse, negligence, unauthorized operations, or failure to follow recommended practices. Any service disruption caused by third-party systems, equipment, software, or technology not under Primustech’s direct control or management, including misconfigurations introduced by the Customer or third-party service providers. 
• Issues caused by failure to maintain or apply required configurations, updates, or compatibility requirements as stipulated in Primustech’s documentation 
• Faults or changes in infrastructure, hardware, or networks that are not owned or operated by Primustech. 
• Events that result from your illegal or unlawful use of the Service, events that result from Customer breach of any of the terms and conditions of the Agreement, or failure to observe Primustech’s product usage documentation and usage suggestions. 
• Service interruptions resulting from the Customer’s failure to pay outstanding charges or fees due to Primustech. 
• Events that result from critical accidents or failure of the relevant internet service provider(s) (ISP) or maintenance pursuant to applicable agreements;
• Loss, leakage, or compromise of data, passwords, access tokens, SSH keys, or other credentials caused by the Customer’s failure to implement and maintain adequate security measures. 
• Services or features explicitly excluded from SLA coverage in the relevant product documentation, or those that have been officially deprecated by Primustech.