> For the complete documentation index, see [llms.txt](https://trustcenter.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://trustcenter.syntphony.com/trust-center/support-model/service-level-agreements/exclusions.md).

# Exclusions

Downtime does not include, and you will not be eligible for a Service Credit for, any performance or availability issue that results from:

1. Factors outside our reasonable control, such as natural disaster, war, acts of terrorism, riots, government action, cyberattack, power outage, or a network or device failure at customer site or between customer site and NTT Data customer environment.
2. Services, hardware, or software provided by a third party, such as cloud platform services on which the customer environment runs, or artificial intelligence (AI) technologies — including large language models (LLMs) — supplied by third-party AI providers.
3. Customer or any third party’s (a) improper use, scaling, or configuration of Syntphony product, or (b) failure to follow appropriate security practices.
4. Demo Syntphony products environments or proof of concepts.
5. The modification, replacement, or discontinuation of an AI model by itsprovider. AI models follow lifecycles defined unilaterally by third-party AI providers. We take reasonable measures to preserve the functionality of Syntphony products when a model changes, but we do not guarantee the continued availability of any specific model.

AI-generated outputs Service Levels cover the availability of Syntphony products, not the content that AI models produce. We do not warrant that AI-generated outputs are accurate, complete, or consistent, and inaccuracies, errors, or inconsistencies in those outputs do not constitute Downtime and are not eligible for Service Credits.


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# Agent Instructions
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## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
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```

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