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Service Level Agreement

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Service Level Agreement

The Service Level Agreement (SLA) is incorporated into the Master Service Agreement and applicable to all services delivered directly to Customers of Server Intellect. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with Server Intellect. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. To ensure that Server Intellect is providing optimal services to its Customers, Server Intellect is required to perform scheduled maintenance, from time to time, on the network, customer portal, and hardware. Any downtime resulting from any such scheduled maintenance does not qualify for SLA credit(s). All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.

SLA Credit Claim
To properly claim an SLA credit due, a customer user must open a Sales ticket by sending an email to Sales within seven days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other Server Intellect customers. Please allow up to seven (7) days for the process of SLA claims.

SLA Claim Fault
Customers currently in arrears for monthly services do not qualify for SLA claims. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the Acceptable Use Policy.

Public Network
Server Intellect guarantees 99.9% uptime on all public network services to Customers located in our partner datacenters. All public network services include redundant carrier grade internet backbone connections, advanced intrusion detection systems, denial of service mitigation, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table below.

Private Network
Server Intellect guarantees 99.9% uptime on the private network services to Customers located in partner datacenters. All private network services include access to the secure VPN connection, unlimited bandwidth between servers, unlimited uploads/downloads to servers, access to contracted services, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table below.

Redundant Infrastructure
Server Intellect guarantees 99.9% uptime on the power and HVAC services to Customers located in our partner datacenters. All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators. Specific guarantees with SLA information are listed in the table below.

Public Network, Private Network, and Infrastructure SLA listed below:

Uptime Guarantee SLA Credit

99.9% Guaranteed
99.8% 5% Credit
99.7% 10% Credit
99.6% 15% Credit
99.5% 20% Credit
99.4% 25% Credit
99.3% 30% Credit
99.2% 35% Credit
99.1% 40% Credit
99.0% 45% Credit
< 99.0% 50% Credit

Hardware
Server Intellect guarantees the replacement of failed hardware and hardware components located within our partner datacenters. Server Intellect guarantees a failed hardware component will be replaced within 4 hours of customer notification in the trouble ticketing system. Replacement of failed hardware does not include time required to reload the operating system or applications. Specific guarantees with SLA information is listed below.

Replacement Guarantee SLA Credit

4 hours or less Guaranteed
4.1 to 8 hours 5% Credit
8.1 to 12 hours 10% Credit
12.1 to 16 hours 20% Credit
6.1 to 20 hours 30% Credit
> 20.1 hours 50% Credit

Hardware Upgrades
Server Intellect guarantees hardware upgrades will commence and complete within four hours of scheduled hardware upgrade maintenance windows. Hardware upgrades must be scheduled and confirmed in advance through the online ticketing system. Failure to install the hardware within the four hour time will result in a waiver of any one time installation fees. Extended hardware installation times from initial upgrade commencement shall result in SLA credits for the recurring fee associated with the hardware upgrade. These time and SLA credits are listed in the table below.

Replacement Guarantee SLA Credit

4 hours or less Guaranteed
4.1 to 8 hours 5% + Setup Waiver
8.1 to 12 hours 10% + Setup Waiver
12.1 to 16 hours 20% + Setup Waiver
6.1 to 20 hours 30% + Setup Waiver
> 20.1 hours 50% + Setup Waiver

Acceptance of the Master Service Agreement incorporating the Terms of Service, Acceptable Use Policy, Service Level Agreement and Privacy Agreement hereby initiates billable services and is deemed complete by agreement to the terms as described on the online signup form(s) and completion of the ordering process.

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