APPENDIX K

RESPONSE TIME GUARANTEE EXCLUSION LIST

The Response Time Guarantee does not apply to the following:

• Additions, moves, or changes to users, devices, configurations, or the network.
• Issues reported using methods not specified in this Agreement or our General Terms and Conditions.
• Problems caused by hardware or software that do not meet our Minimum Standards.
• Service requests related to software not listed on our Approved Software List (see Appendix C).
• Issues resulting from failure to act on advice or recommendations provided by Citadel Networks.
• Problems caused by you or third parties modifying hardware or software configurations.
• Service requests involving the procurement of hardware or software.
• Hardware and software issues for items not covered under current warranty or maintenance agreements.

These exclusions ensure that our Response Time Guarantee applies only to issues within the agreed scope of services and supported systems.