Service Level Agreement (SLA)

100% Uptime Guarantee

"Schedule C"

Provider is pleased to offer a comprehensive commitment of quality to our customers through this Service Level Agreement ("SLA"). Our SLA defines our service guarantees and demonstrates our confidence in Provider's ability to deliver world-class Internet services.

Provider provides its Clients with a service credit ("Service Credit") in the event Provider does not meet the level of service guaranteed below.

Network Quality and Availability

The Provider's network uses only the best of breed technologies from industry leaders such as Cisco Systems. Our systems have been designed to achieve reliable and high-speed connections.

Provider will strive to make its network available 100% of the time and performing at peak quality. If Provider fails to meet these standards, Provider will provide Service Credits according to the following schedule:

Transit Latency Guarantee

Provider guarantees an average monthly transmission latency of less than 50 milliseconds (ms) between Client equipment/servers and Provider "edge" routers. If Provider fails to maintain an average of 50 milliseconds (ms) or better over a single day, Provider will provide a Service Credit equal to 1 day of monthly recurring service fees.

Packet Loss Guarantee

Provider guarantees an average of 1% or less of packet-loss for all valid data packets within Provider's network over any given day. On any day where packet loss averages over 1%, Provider will provide a Service Credit equal to 1 day of monthly recurring service fees.

Connectivity Guarantee

Provider guarantees its connections to the Internet will be available 100% of the time in any given month. This includes Provider's ability to transmit and receive packets from the Internet backbone(s) as defined by Keynote's monitoring service, Red Alert. Provider subscribes to Keynote's external monitoring service, Red Alert, that measures our network availability from 3 different Internet backbones. The report of Red Alert as to any such connectivity and availability is binding upon Provider and Client for purposes of this guarantee.

Network Unavailability, which consists of the number of minutes that Provider's network was not available to the Client, is calculated with the date and time on which the Client reports the unavailability to Provider and will end upon Provider's confirmation to the Client that Network Availability has been restored.

Network Unavailability will not include unavailability the Client fails to report within five (5) days, or any unavailability resulting from: (a) Provider scheduled network maintenance, (b) any telephone company circuits, (c) Client applications, equipment or facilities, (d) acts or omissions by Client, or any use or user of Client or (e) reasons of Force Majeure.

For each hour of network un-availability, Provider will provide Service Credit equal to 1 day of recurring service fees.

Hardware Guarantee

Provider uses high quality out-of-the-box components from manufactures such as Intel, Adaptec, Seagate, 3COM and ASUS. Provider maintains an on-site stock of spare servers and components to quickly replace failed hardware in Servers.

Provider guarantees the functioning of all provided hardware components and will replace any failed component at no cost to the Client within 1 hour of problem determination. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under this Agreement. Provider may use substitute components while actual components are cross-shipped to manufacturer in select circumstances when custom non-standard components have been used. This does not apply to non-Provider supplied equipment, HP and Dell servers. This only applies to Provider-brand Servers. Provider will, at additional cost to the Client, provide a HP or Dell service contract for rapid replacement on HP and Dell Servers, respectively.

General Service Requests

Provider maintains a professionally staffed Network Operations Center to assist our Clients with support issues.

Provider will respond to all general (non-urgent) service requests within 2 business days of receiving such request submitted by e-mail to support@inetu.net. Provider will provide a Service Credit equal to one (1) day worth of recurring service fees for the month in which Provider failed to respond to a general service e-mail within 2 business days.

Credit Structure

Provider's liability will provide Service Credits under the Agreement and this Schedule C shall be limited to the total amount of the recurring service fees paid to Provider for the month in which Provider's failure to comply with the service standards set forth in this Agreement occurred. Provider must be contacted at info@inetu.net within five (5) business days of Provider's failure to comply so your request can be properly investigated. Any failures not reported within five (5) business days are not eligible for credits under this SLA.

If you have any questions or concerns regarding this document, please let Provider know by sending e-mail to info@inetu.net.