Sprocket Networks Service Levels

With our team of highly skilled Systems Administrators monitoring and
responding to issues 24 hours a day, 365 days a year, Sprocket Networks offers Service
Level Agreements (SLA) guaranteeing the reliability and performance of our
network and hosting services.

Network SLA-
(Covers all colocation, dedicated server,
and shared hosting clients)

• 100% network uptime
• One day credit for each hour of network downtime
• <1% packet
  loss from us to our Tier 1 backbone bandwidth providers
• One day
  credit for each 1% of packet loss
• <3 ms latency from us to our Tier
  1 backbone bandwidth providers
• One day credit for each additional
  3 ms of latency

Power SLA-
(Covers all colocation, dedicated server,
and shared hosting clients)

• 100% power uptime via utility feeds, UPS, and/or generator
• One day credit for each hour of power downtime
• Client provided hardware is not covered.

Dedicated Server specific SLA-
(Covers only Dedicated
Server clients)

• Replacement of malfunctioning components within four hours.
• One day credit for each additional two hours taken with hardware
  replacement.
• SLA does not include operating system or application installation
  if needed.

Colocation specific SLA-
(Covers only Colocation clients)

• See Power and Network SLA’s above

Shared Hosting specific SLA-
(Covers only Shared Hosting
clients)

• 100% server uptime.
• Replacement of malfunctioning components within less than two hours.
• One day credit for each additional two hours taken with hardware
  replacement.
• SLA does not include operating system and/or data restoration from
  backup.

Maintenance Events-
(Covers all colocation, dedicated
server, and shared hosting clients)

General Maintenance shall mean any maintenance

• Of which Client is notified 48 hours in advance.

• That is performed during a standard maintenance window from 11 PM
  to 4 AM local time of the data center.

Notice of Scheduled Maintenance will be provided to Client’s designated
point of contact by email. Emergency Maintenance may have less than a 24-hour
notification period. Emergency maintenance may be performed at any time,
with or without notice as deemed necessary by Sprocket Networks.

Exceptions-
Client shall not receive any credits under
this SLA in connection with any failure or deficiency caused by or associated
with:

• Circumstances beyond Sprocket Networks’ reasonable control, including, without
  limitation, acts of any governmental body, war, insurrection, sabotage,
  armed conflict, embargo, fire, flood, strike or other labor disturbance,
  interruption of or delay in transportation, unavailability of or interruption
  or delay in telecommunications or third party services, virus attacks
  or hackers, failure of third party software (including, without limitation,
  ecommerce software, payment gateways, chat, statistics or free scripts)
  or inability to obtain raw materials, supplies, or power used in or
  equipment needed for provision of this SLA;
• Failure of access circuits to the Sprocket Networks Network, unless such failure
  is caused solely by Sprocket Networks;
• Scheduled maintenance and emergency maintenance and upgrades;
• DNS issues outside the direct control of Sprocket Networks;
• Issues with FTP, POP, IMAP, or SMTP client access;
• False SLA breaches reported as a result of outages or errors of
  any Sprocket Networks measurement system;
• Client’s acts or omissions (or acts or omissions of others engaged
  or authorized by client), including, without limitation, custom scripting
  or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful
  misconduct, or use of the Services in breach of Sprocket Networks’ Terms and Conditions
  and Acceptable Use Policy;
• E-mail delivery and transmission;
• Reasons of Force Majeure;
• DNS (Domain Name Server) Propagation.
• Outages elsewhere on the Internet that hinder service.(ie DNS caching
  that may make a web site appear inaccessible when others can still
  access it)

Credit Terms-
Creditable outages do not include unavailability
resulting from

• Any Client provided supplies, equipment, applications, or software.
• Acts or omissions of Client.
• Any outside use or user of the service authorized by a Client.

General-
Client must open a trouble ticket with within
three days of the outage to properly document any outage and receive credit.

• Up to 100% of applicable fees on client’s monthly bill may be credited
  due to failure to provide service per the terms of the SLA.
• Measurement of all data is per a 30 consecutive day period

This SLA is subject to change at the sole discretion of Sprocket Networks, without notice
to Client. The most recent revision of this document will be posted to this
web site. All changes made to the SLA will be effective five (5) days after
the first publishing date.

This SLA in no way construes the SN will guarantee performance against
failures of application specific failures, such as web server software,
operating system software, failing hardware, web site application features,
database performance or related components. It will be at Sprocket Networks’ sole discretion
to determine fault and identify failure to perform under the obligations
of this SLA.