The service provider makes every effort to provide the services as set out in this SLA. However, exceptional circumstances may arise in which the service provider is unable to fulfil its obligations and achieve the defined objectives.

Exception	Description
Information required	An attempt was made to contact the client, but this was unsuccessful. The service provider does not have sufficient information to resolve the incident.
Client requests postponement	The client requests that certain interventions be carried out at a later time.
Parts not in stock	Parts are not in stock and, as a result, the service provider is unable to restore the service.
Work by a third party	Work carried out by a third party prevents the service provider from restoring the service
Third-party services	Services provided by third parties, such as maps or web services.

Any other event beyond the control of either party that could neither have been foreseen nor prevented and that results in the complete impossibility of performing the agreement or part thereof shall not affect the calculation of the actual SLOs.

Maintenance and interruptions