> 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.
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.


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