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Guarantees

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Service Level Agreements

99.97% Network Uptime Guarantee

Note: Additional Application uptime Guarantees are available with various schedules.

(1) Coverage
This 99.97% uptime guarantee applies to Client so long as Client is not in default under the GSA at the time of a service outage.

(2) Service Level
Contractor endeavors to have Client's servers available for http access by any party in the world at least 99.97% of the time.

(3) Credits
In the event that Client's web site is not available for more than 99.997%, Contractor will credit the following month's service fee as follows. Such credit shall be retroactive and shall be as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed the Monthly Base Charge for the affected month.

Monthly Uptime Credit
99% to 99.97%
97% to 98.99%
96.99% or below
20%
50%
100%

Credits will appear on Client's statement within thirty (30) days and will be automatically applied to Client's account for use in the next billing cycle. Credit to Client's account shall be Client's sole and exclusive remedy in the event of an outage.

(4) Restrictions
Credits shall not be provided in the event that Client has any outage resulting from (i.) scheduled maintenance as posted from time to time at http://support.carbonlogic.com, (ii.) Client's actions or the performance or failure of Client's equipment, facilities or applications, or (iii.) circumstances beyond Contractor's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration / transfer, failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site, or (iv.) a Client's breaching any condition in Contractor's "terms of conditions and acceptable use policy" as posted on www.carbonlogic.com, causing a machine to fail as a result.

Data Backup Services

(1) Data Backup
Contractor utilizes Veritas Backup Exec for its Windows and RHEL clients. All Client data and transaction logs will be backed up nightly Monday through Friday. Level 0 full backups are performed each Friday and incremental backups are performed Monday through Thursday. All backup network traffic will utilize Client's server's private network interface so as not to interfere with end-user traffic on the public interface.

(2) Secure tape storage
Contractor takes all backup tapes off-site to a secure facility on a weekly basis. Tapes are archived and will remain available for three months after date of backup.

(3) Data Restore
Contractor will restore data from tape backup within XX hours of a Data Restore request made by Client. This applies only to tapes still at Contractor's Datacenter; a data restore request for data from tape stored offsite is not eligible for the XX hour guarantee.

If data is not restored from tape within the XX hour SLA, Contractor will automatically credit Client's account for 5% of the total monthly bill. Credits for the month in which the restoration was requested will appear within one billing cycle (30 days)

Hardware Replacement Guarantee

In the extremely unlikely event that hardware fails in one of your dedicated PowerServers, it will be replaced in no more than twelve (12) hours. We stock all replacement parts for our servers, so hardware replacement usually happens within a few hours.

Additional Hardware Replacement SLA schedules are available. Hardware Replacement SLAs may be added to any ValueServer package as well.

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