Hosting Shop Sevice Level Agreement

Service Level Agreement

1. Objectives

This agreement sets out the minimum level of service that Dedicated Servers is
required to meet and the corresponding penalties and compensation to
customers for not meeting such levels. Our objective is to provide a continuously
operating service that is well beyond the minimum levels specified.

2. Uptime

The guaranteed up-time for network services is 99.9% each month.

3. Support

All support requests will be handled as soon as possible, target time to action all
support requests is within 30 minutes.
Requests for software upgrades and or installation of new software packages will
be processed as soon as possible. Target time to complete such requests is
within 2 workings days of receipt.

3. Performance

All Network services are continuously monitored to ensure rapid response to any
faults, which may occur. Monitoring is carried out on all primary services.
Monitoring feedback is provided to technical support staff via email and paging
services 24 hours, 7 days.

4. Service Level Guarantee

The service level guarantee (based on up-time) will be measured by Dedicated
Servers and its determination is final. If Dedicated Servers determines that
primary services were unavailable (excluding scheduled outages or those caused
by customers or third parties) for period exceeding the maximum allowable under
the prescribed up-time guarantee, and extending for a continuous duration of 1
hour or more per instance, upon the customers request, Dedicated Servers will
credit the customers monthly invoice the pro rated charges of one (1) day of the
Dedicated Servers services fee for each consecutive hour of applicable
downtime, up to a maximum of 30 days per month. To receive this credit, the
customer must contact Dedicated Servers requesting the credit within 30 days of
the end of the month for which credit is requested.

5. Scheduled outages

From time to time upgrades to hardware and or software may be required, where
possible such upgrades will be performed outside of business hours. Customers
will be notified as far as practicable in advance of such upgrades. Scheduled
outages under normal conditions should not exceed 5 hours per year. Under
normal conditions customers will be advised via email and or telephone no less
than 24 hours in advance of any scheduled outage. Where practical,
consideration will be given to customers’ input as to preferred times for
scheduled outages to take place.