Service Level Agreement

Service Level Agreement

This Service Level Agreement forms a part of the Managed Service Schedule to which it

is attached.

This Service Level Agreement becomes effective 30 days following the date the Service

is installed.

Service Level Limitations

The Service Level Quality Targets and Remedies outlined in this Attachment apply to the

current architecture and /or configuration at the time of the contract signature.

1. Service Description

The Service covered by this Service Level Agreement are fully described in the Managed

Service Schedule of which this Service Level Agreement forms a part.

2. Service Hours of Operation

The Service Hours of Operation are 24 hours per day, 7 days per week, 365 days per

year, except for times during emergency situations, and Scheduled Maintenance

Windows and other Planned Outages.

3. Planned Outages

Planned outages are required from time to time for purposes of routine maintenance and

testing. Yesup will use its best efforts to schedule Planned Outages within Scheduled

Maintenance Windows to be agreed upon between Yesup and the Customer. Yesup will

provide the Customer with at least 48 hours notice of Planned Outages.

When necessary, Yesup may schedule Planned Outages outside of Scheduled

Maintenance Windows. In such circumstances, Yesup may, upon providing reasonable

notice (at least 48 hours) to the Customer, make such inspections, tests, and

adjustments as it may deem necessary to investigate, modify or maintain the installation

or operation of the service, the Data Centre or connecting facilities. Any such inspection,

test or adjustment is deemed a Planned Outage during which the Service may be

intermittent or unavailable.

4. Quality Targets

Yesup will meet the following Quality Targets with respect to the delivery of the Service. If

Quality Targets are not met by Yesup, the Customer will be entitled to the remedies

outlined below.

a) Internet Network Availability

Yesup guarantees that the network will be available 100% of the time for any calendar

month.

Remedy

Yesup will provide one Service Credit for every 20 minutes connectivity to an internet

gateway is unavailable. Service availability will not be guaranteed in the case of a

widespread internet failure or problem.

b) Power Availability

Yesup guarantees that power to the customer will be available 100% of the time for any

calendar month.

Remedy

Yesup will provide one Service Credit for every 20 minutes power is not available to the

customer rack(s).

Service availability is not guaranteed if the customer configures the cabinet in a manner

that exceeds the capacity of the electrical circuits.

c) Outage Notification

Yesup

will notify the Customer’s designated contact within 30 minutes of any service

outages discovered by

Yesup

. The Customer is responsible for providing accurate and

current information for the designated contact persons.

Remedy

Yesup will provide one Service Credit for every outage if it fails to notify the Customer

within 30 minutes.

d) Planned Outage Notification

Yesup will notify the Customer at least 48 hours prior to a Planned Outage, except in

emergency situations. In emergency situations, Yesup will provide the Customer with

such notice as is reasonably practicable under the circumstances. Yesup will inform the

Customer’s designated point of contact by

e-mail. The Customer is responsible for

providing accurate and current information for the designated contact persons.

Remedy

Yesup will provide one Service Credit for every outage if it fails to notify the Customer at

least 48 hours in advance.

e) Alarm Response Time