PLUG & PLAY DATA CENTER

SERVICE LEVEL AGREEMENT

Updated May7, 2010

Uptime Guarantee
Your Service(s) will be available 100% of the time in a given calendar month,
excluding downtime due to scheduled maintenance. Downtime exists when you are
unable to access the server or send and receive data as a result of a failure of the
PLUG & PLAY network/server. Downtime is measured from the time a trouble ticket is
opened by PLUG & PLAY. Downtime does not exist if you are unable to access the
Service(s) as a result of a failure outside of the PLUG & PLAY network/server, such as
your connection to the Internet or your systems.
PLUG & PLAY will announce any maintenance that is expected to result in downtime
at least forty-eight (48) hours in advance. In the event of downtime exceeding the
availability guarantee by five (5) consecutive hours or more, you may request a
credit equal to the monthly recurring fee for the affected Service(s) multiplied by the
percentage of your mailboxes affected (the Maximum Credit). If the downtime
continues for less than five (5) consecutive hours, then you are eligible for a prorated
portion of the Maximum Credit equal to the number of minutes of downtime divided
by five (5) hours (300 minutes). To request a credit, you must submit a request to your
account manager within five (5) business days of the downtime that describes the
downtime and how it affected your use of the Service(s). PLUG & PLAY will apply any
credit that is due against your next invoice for Service(s).
Notwithstanding the above, the Maximum Credit shall not exceed the cost of
Service(s) for one month.
Hardware Guarantee
PLUG & PLAY also guarantees that all hardware components will function properly
and will replace any failed component at no cost to the Customer. Hardware is
defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other
related hardware included with the server. This guarantee excludes the time required
to rebuild a RAID array and the reload of certain operating systems and applications.
Hardware replacement will begin once PLUG & PLAY identifies the cause of the
problem. Hardware replacement is guaranteed to be complete within twenty-four
(24) hours of problem identification. PLUG & PLAY guarantees that in the event that it
takes us more than twenty-four (24) hours to replace faulty hardware, PLUG & PLAY
will credit the customer 5% of the monthly fee per additional hour of downtime, up to
the cost of Service(s) for one month.
Credit Request
For any credit request, please contact your account manager.