Legal Information

Service Level Agreement

Introduction and Purpose

This document sets forth the principles, guidelines and requirements of the Service Level Agreement of Optix One Internet Services. ("Company") and subsidiaries governing the use by the Customer ("Customer") of the Company's services and products ("Services and Products"). The Purpose of Company's Service Level Agreement, hereinafter referred to as the SLA, is to set forth guidelines for the level of service provided by Company.

Uptime Guarantee

Description

Optix One Internet Services recognizes that network availability is critical to shell/virtual hosting customers. Optix One Internet Services backs its commitment and focus on operational excellence and reliability by providing a network uptime guarantee of 99.9% for shell/virtual hosting customers. The network is comprised of the Local Area Network (LAN) in the data center and the various Optix One Internet Services backbone providers.

Credits

If in any given calendar month, inaccessibility to your server for more than 130 minutes is caused solely by either the Optix One Internet Services data center LAN or the various Optix One Internet Services backbone providers then Optix One Internet Services will credit your account 25% of that month's committed service fee.

Exclusions

This guarantee excludes (a) scheduled maintenance windows, (b) planned service outages, including emergency maintenance (c) local loop faults, and (d) customer-enabled faults.