Service Level Agreement

The following terms and conditions of this Service Level Agreement (this 'SLA') govern (A) the availability of the internal computer network ('Shack Server Management Network') owned by or operated on behalf of shackservermanagement.com. ('Shack Server Management') to those persons that have purchased Products and Services directly from Shack Server Management (each, a 'Customer') and (B) the right, under certain circumstances specified below, of a Customer to receive services credits in respect of the failure of Shack Server Management to provide the Products and Services purchased by Customer from Shack Server Management in accordance with (i) the Terms of Service (as in effect from time to time between the Customer and Shack Server Management, the 'Terms of Service'), (ii) Shack Server Management's Acceptable Usage Policy, as in effect from time to time (the 'AUP') and (iii) this 'SLA', each of which is incorporated herein by reference and made a part hereof (collectively, the 'Agreement'). Capitalized terms used herein without being defined herein shall have the meaning ascribed to such capitalized term in the Terms of Service or AUP, as applicable. Customer's use of Shack Server Management's website, Shack Server Management Network, Products and Services is also subject to Customer's acceptance and compliance with Shack Server Management's Privacy Policy which Shack Server Management hereby reserves the right to amend, alter, modify, replace or suspend, from time to time in its sole discretion. Current copies of Shack Server Management's Terms of Service, AUP and Privacy Policy may be reviewed or printed by Customer at the Legal section of Shack Server Management's website. CUSTOMER HEREBY REPRESENTS AND WARRANTS THAT IT HAS READ, UNDERSTOOD AND ACCEPTED THE TERMS OF THE SLA AND AUP.

By submitting the online order form, Customer hereby agrees to the following:

1. 99.99% Network Availability Assurance

Shack Server Management assures each Customer 99.99% uptime availability of Shack Server Management Network and all redundant internet connectivity, including all associated network services (i.e. bandwidth, routers, switches, and cabling,) covered by this SLA. In the event that Shack Server Management fails to provide Customer with the products and services purchased by Customer in accordance with the Customer Agreement and such failure results from the unavailability of Shack Server Management Network or any redundant internet connectivity, including all associated network services covered by this SLA (other than as specified below, each such event, a 'Qualified Downtime Event'), Shack Server Management will issue Customer a Service Credit (as defined below) calculated as follows:

Managed Servers

In the case of products and services associated with Shack Server Management's Managed Solutions line of products and services, upon the passage of five (5) continuous minutes of a Qualified Downtime Event, the Service Credit shall equal five percent (5%) of the monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred and thereafter during the pendency of such unavailability, the Service Credit shall increase by an additional five percent (5%) for each continuous thirty (30) minutes of a Qualified Downtime Event up to a maximum of ninety-nine point nine nine percent (99.99%) of monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred.

UnManaged Servers

In the case of services and products associated with Shack Server Management's Self-Managed Servers line of products and services, upon the passage of sixty (60) continuous minutes of a Qualified Downtime Event, the Service Credit shall equal three and one half percent (3.5%) of the monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred and thereafter during the pendency of such unavailability, the Service Credit shall increase by an additional three and one half percent (3.5%) for each continuous thirty (30) minutes of Qualified Downtime Event up to a maximum of ninety-nine point nine nine percent (99.99%) of monthly fees payable by Customer in respect of such products and services for the month in which such Qualified Downtime Event occurred.

All Service Credits are calculated by Shack Server Management on a 'per-event-basis' each calendar month and in no event will downtime or unavailability be cumulated during any monthly period for purposes of determining a Customer's right to any Service Credit. The following events do not constitute a Qualified Downtime Event or qualify for any Service Credit under this SLA: (i) Scheduled Maintenance (as defined below) or (ii) Customer generated outages created by failed equipment, customer mis-configurations, exploited servers, or traffic in excess of the maximum allowed by contract. Service Credits are based directly on all equipment and/or services affected by a network outage. Products, services or hardware not related to the network outage do not qualify for a Service Credit. Redundant Internet connectivity is measured as traffic routing into and out of a Customer's equipment through Shack Server Management Network out to internet backbone carriers and does not include third party carrier latency or peering issues not utilized by Shack Server Management

2. Service Credits

means a credit, calculated in accordance with this SLA, issued by Shack Server Management to the Customer in respect of products and services contracted for, but not delivered by Shack Server Management in accordance with the Customer Agreement due to a Qualified Downtime Event. Service Credits do not constitute a refund in respect of any product or service and may not be paid for or exchanged for cash or other monetary consideration or value. Service Credits are not available (i) to any Customer that is more than thirty (30) days past due on any amount owing to Shack Server Management or any Customer that has breached the Customer Agreement or (ii) in respect of any products or services contracted for with Shack Server Management's Server line of products and services. Valid approved Service Credits will appear as a credit for products and services and be applied against the amounts owing in respect of such products and services on the next billable invoice following the month in which occurred the Qualified Downtime Event giving rise to such Service Credit. In order for a Customer to qualify for a Service Credit, the Customer must (A) have purchased and paid for either Shack Server Management's Managed Solutions line of products and services or its Self-Managed Servers line of products and services, (B) utilize redundant input network drops running Hot Swap Router Protocol (HSRP) in its equipment and (C) submit a request for a Service Credit in writing via Shack Server Management's My Account system to accounting@shackservermanagement.com within ten (10) days from the date of event giving rise the requested Service Credit. Failure to request a Service Credit in accordance with the terms of this SLA will result in an automatic waiver of any rights to such Service Credit under this SLA in respect of the event giving rise to such Service Credit.

3. Scheduled Maintenance

Customer hereby acknowledges that Shack Server Management may, from time to time, perform maintenance service on Shack Server Management Network, with or without notice to Customer, which may result in the unavailability of Shack Server Management Network. Downtime or unavailability resulting from Scheduled Maintenance shall not constitute a Qualified Downtime Event or qualify for any Service Credit. Scheduled Maintenance means all such maintenance services for which Shack Server Management gives Customer at least five (5) days prior notice of such maintenance services via Shack Server Management's outage mailing list maintained on Shack Server Management's My Account system. Customer must subscribe to Shack Server Management's outage mailing list and provide accurate and timely information in Shack Server Management's My Account system in order for Shack Server Management to notify Customer of all Scheduled Maintenance. Customer's failure to subscribe to Shack Server Management's outage mailing list or to provide accurate and timely information on Shack Server Management's My Account system may result in the forfeiture of any Service Credit based on downtime or unavailability arising from Scheduled Maintenance for which Customer did not receive timely notice. Emergency maintenance and maintenance for which Shack Server Management has not given Customer notice in accordance with this SLA shall not be deemed Scheduled Maintenance for purposes of this SLA.

4. DISCLAIMER

Shack Server Management shall not be liable for the failure or delay in performing its obligations hereunder or under the Customer Agreement if such failure or delay is due to external circumstances beyond its 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, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of Shack Server Management's products and services. Shack Server Management agrees to exercise reasonable efforts to mitigate the damage arising from such occurrences; however, under no circumstances will Shack Server Management or its affiliates be held liable for any cost, expense, liability, claim or damage due to such interruptions. In no event shall Shack Server Management or its affiliates be liable to Customer or any other person for any special, incidental, consequential or punitive damages of any kind, including, without limitation, refunds of fees, loss of profits, cost of cover, loss of income or cost of replacement services. Customer acknowledges and agrees that the receipt of a Service Credit as provided for in this SLA constitutes Customer's sole and exclusive remedy, and Shack Server Management's sole and exclusive liability, for any failure by Shack Server Management to provide Customer with the products and services purchased by Customer in accordance with the Customer Agreement which results from a Qualified Downtime Event. Shack Server Management reserves the right to amend, modify or terminate this SLA, the AUP, the Privacy Policy and the Terms of Service from time to time, and a Customer's use of Shack Server Management's products and services and Shack Server Management Network after any such amendment, modification or termination of this SLA, the AUP, the Privacy Policy or the Terms of Service is posted on the legal department page of Shack Server Management's website (shackservermanagement.com) will constitute the Customer's acceptance of any such amendments, modifications or termination.

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