Service Leve Agreement

WebNX Service Level Agreement (SLA)

We at WebNX prefer to keep our promises simple and straight forward. So we've tried to cut out the legellese and
keep things as basic as possible.

Network Uptime: WebNX guarantees no less than 99.9% uptime per month. Outages in excess of 0.1% of the month will
be credited one day for every 15 minutes of downtime. 

100% Power gurantee: We guarantee that power will be uninterrupted throughout the month. This is backed up by UPS power along with multiple megawatt generators. Outages in excess of 0% will be credited one day for every 15 minutes of powerloss.

Hardware replacement: Best effort will be made to have the hardware replaced immediately, but is guaranteed to be
completed within two hours of confirmed failure. Should the original hardware not be replaceable a secondary
system will be built and provisioned within eight hours until proper replacement parts can be delievered. This
guarantee does not cover dataloss due to hardware failure, clients are strongly encouraged to have offsite backups.

SLA Credit Requests:
The follow criteria must be met to qualify for SLA credit:
1) Clients must send in request for credit within 72 hours of outage.
2) Clients must have account in good standing at the time of request.
3) Clients must not have had outsanding balances in excess of three business days in the last two billing cycles.
4) Servers disconnected for nonpayment/abuse/other at time of outage do not qualify for credit.
5) Credit will not exceed 100% of billing in a thirty day cycle
6) Scheduled network maintence is not elligeble for SLA credit
7) Natural disasters, Wars, Terrorist acts, or other events outside the control of WebNX and its partners are not
eligble for SLA credit.