Confidential
Oracle Internal
Oracle NetSuite Exceptions to the Hosting & Support Delivery Policies
Effective Date: 08-April-2024
Last Update: 15-October-2025
Confidential
Oracle Internal
Table of Contents
| Scope............................................................................................................................................... | Scope............................................................................................................................................... |
|---|---|
| Definitions - Exceptions and Exclusions ............................................................................................ 3 | Definitions - Exceptions and Exclusions ............................................................................................ 3 |
| I. | Oracle NetSuite Cloud Services Data Security Policies - Exceptions and Exclusions to Section I .... 3 |
| I.M. Audits and Certifications..................................................................................................................... | I.M. Audits and Certifications..................................................................................................................... |
| I.O. Disaster Recovery................................................................................................................................ | I.O. Disaster Recovery................................................................................................................................ |
| II. | Oracle NetSuite Support Services - Exceptions and Exclusions to Section II.................................. 3 |
| III. | Oracle NetSuite Service Level Commitment - Exceptions and Exclusions to Section III ................. 4 |
| IV. | Oracle NetSuite Response Services Requirements - Exceptions and Exclusions to Section IV........ 4 |
Confidential
Oracle Internal
SCOPE
This document applies to the Oracle NetSuite Cloud Services purchased by You and supplements the Oracle NetSuite Hosting and Support Delivery Policies incorporated into Your Estimate/Order Form ('order'). Section numbers correspond to the section numbers in the Oracle NetSuite Hosting and Support Delivery Policies ('Hosting Policies') .
The Hosting Policies do not apply to any Third Party Applications (as defined in the Agreement), any services sold by Oracle which are subject to separate terms and conditions (other than the Agreement), including but not limited to NetSuite US Payroll Service, or as otherwise specified in Customer's Order (including in the applicable item descriptions or Service Descriptions). Additional exceptions to the Hosting Policies are outlined herein.
DEFINITIONS -EXCEPTIONS AND EXCLUSIONS
None noted.
I. ORACLE NETSUITE CLOUD SERVICES DATA SECURITY POLICIES -EXCEPTIONS AND EXCLUSIONS TO SECTION I
I.M. Audits and Certifications
This section does not apply to the following:
- NetSuite Field Service Management (formerly called: Next Technik)
- NetSuite SuitePeople Workforce Management Cloud Services (formerly called: Adi Insights)
Subsection (i) (' PCI-DSS ') does not apply to SuiteProjects Pro (f/k/a OpenAir) Services
I.O. Disaster Recovery
This section does not apply to the following:
- Non-production environment(s), including without limitation, sandbox accounts, development accounts, demo accounts, and trial accounts
- NetSuite SuitePeople Workforce Management Cloud Services (formerly called: Adi Insights)
- NetSuite Point-of-Sale (POS) Cloud Service
- RTO does not apply to any NetSuite Suite Commerce Cloud Services (Note: Oracle will begin the recovery process within 12 hours, but final service readiness depends on the customer's store configuration (specifically, item volume and complexity) which may exceed the 12-hour RTO).
II. ORACLE NETSUITE SUPPORT SERVICES -EXCEPTIONS AND EXCLUSIONS TO SECTION II
Oracle will not be required to correct any Incident caused by (i) integration of any feature, program or device to the Cloud Service or any part thereof; (ii) any non-conformance caused by unauthorized misuse, alteration, modification or enhancement of the Cloud Service; or (iii) use of the Cloud Service that is not in compliance with the Agreement.
Confidential
Oracle Internal
III. ORACLE NETSUITE SERVICE LEVEL COMMITMENT -EXCEPTIONS AND EXCLUSIONS TO SECTION III
The NetSuite Service Level Commitment does not apply to the following:
- Any Sandbox, Release Preview, Beta, Education, Demo, Developer and/or debugger accounts, and any other non-production or test environments.
- NetSuite Field Service Management (formerly called: Next Technik)
- NetSuite Intelligent Payment Automation Cloud Service
- NetSuite SuitePeople Workforce Management Cloud Services (formerly called: Adi Insights)
- NetSuite Pay Cloud Service
- Avalara Processing for NetSuite Electronic Invoicing Cloud Service
- NetSuite Payment Automation Cloud Service
- Oracle NetSuite AP Automation Cloud Service
- NetSuite CPQ
- Connectors for NetSuite
- NetSuite Connector Cloud Service for Salesforce (any edition)
IV. ORACLE NETSUITE RESPONSE SERVICES REQUIREMENTS -EXCEPTIONS AND EXCLUSIONS TO SECTION IV
The Oracle NetSuite Response Services Requirements are only available for the Cloud Services listed in the table in Section IV.B (Response Services Requirements & Descriptions) of the Oracle NetSuite Hosting and Support Delivery Policies. The following are exceptions and limitations to CRS and PRS:
- i. CRS is not available for third-party libraries, integrations, or code not developed using SC or SCA.
- ii. PRS is not available for third-party solutions or integrations, or any physical hardware-related issues.
- iii. CRS and PRS are limited to a reproducible Severity Level 1 (Critical) issue (Customer must provide detailed instructions that allow Oracle to reproduce the specific usage that caused the Incident).
- iv. Oracle may, in its sole but reasonable discretion cease to provide CRS and PRS for any Customer that has not taken appropriate or recommended actions to remediate previously reported issues.
- v. Oracle may decline to provide CRS, for an individual Website-related error, or PRS, for an individual NSPOS-related error, if, in its sole but reasonable discretion, Oracle concludes that the level of effort required to address the error is not commercially reasonable.