SERVICE LEVEL AGREEMENT

"SERVER WEB SPACE" Managed Servers

Service description

The service provides for the provisioning of a secure environment, Internet connection, resilient power and the appropriate control mechanism for a customer's Managed Server provided by "SERVER WEB SPACE".

It includes customer requested power recycles within working hours, monitoring of the Network and diagnostic action to confirm that the Managed Server is responding to basic reflect tests.

This SLA sets out the levels of technical support and service credits available in the event of Network unavailability and the limits of "SERVER WEB SPACE"'s and the customer's own responsibilities as regards the service.

1.1 Technical Support hours

Monitoring of Network 24 hours a day, 365 days a year
Technical support working hours Monday to Friday 9.30am to 5.30pm
Saturday & Sunday Emergency cover only
Public holidays Emergency cover only

1.2 Security

Access to "SERVER WEB SPACE"'s data centres is restricted to a limited number of authorised staff. Security controls include photo ID cards, CCTV. Redundant power supply, UPS and environmental controls are all used to protect "SERVER WEB SPACE"'s data centres.

1. 3 Backups and recovery

"SERVER WEB SPACE" offers a range of backup solutions that are suitable for all Managed Servers. "SERVER WEB SPACE" recommends all Managed Server customers to take advantage of these solutions in order to ensure maximum uptime and availability. Please contact your Account Manager for details.

In the event of a customer requiring a recovery from backup this will be the subject of a Advanced Support (on request) call for which the standard charges apply as detailed in the Standard Price List, which is available upon request.

1.4 Responsibilities of "SERVER WEB SPACE"*

"SERVER WEB SPACE" will:

Provide, a Managed Server, configured to "SERVER WEB SPACE"'s "initial server build" (2. 1).

Provide a 100Mbps Network connection to the customer Managed Server (Pipe).

Provide power (UPS) to the customer (Power) & upon request, confirm that the Managed Server responds to an echo test (Ping).

Initiate customer requested power recycles or reboots, within 30 minutes of a request, during technical support working hours. Please be aware that reboots may cause loss of data.

Maintain 99.9% Network availability – see Calculating Service credits (1. 7).

Maintain the customer Managed Server in an appropriate environment as defined in this document = Provide DNS (Domain Name Server) management for Domains registered with "SERVER WEB SPACE" and on our Name Servers, at no additional charge**, during the contract period of this service:

Adding/ removing Domain names.

Modifying zone records.

Managing DNS configuration.

Providing secondary DNS (if requested).

1.5 Responsibilities of the customer

It is the customer's responsibility to operate and maintain any Managed Server allocated to them, to ensure the integrity and security of their Managed Server and to comply with "SERVER WEB SPACE"'s Acceptable Use Policy. "SERVER WEB SPACE" recommends that customers should make themselves familiar with the LINUX operating system to ensure that they are able to achieve this. "SERVER WEB SPACE" is not responsible for ensuring the integrity and security of customer's Managed Server. These responsibilities include but are not limited to:

Carrying out any configuration or customisation work after the "initial server build" and documenting these changes for future reference and to enable "SERVER WEB SPACE" to provide suitable support, if required.

Ensuring that no activity effects the efficiency of the scheduled backup process.

Ensuring that licenses are held for all software on the Managed Server, other than those included in the "initial server build".

Abiding by the terms of use described in "SERVER WEB SPACE"'s standard terms and conditions.

Ensuring the security of the "SERVER WEB SPACE" network; we would suggest that customers regularly change their passwords and under no circumstances to disclose their username and passwords to any third parties (except as required to provide support).

Being aware of any notices posted on http://www."SERVER WEB SPACE".com and to action any consequent recommendations.

1.6 Removal from Network

"SERVER WEB SPACE" reserves the right to remove any customer from the network should "SERVER WEB SPACE" determine, in its absolute discretion, that a Managed Server has been compromised or in any way used inappropriately.

Events, which may trigger such actions, include but are not limited to:

Managed Server known to be involved in a DDoS (Distributed Denial of Service Attack).

Managed Server found to be probing ports for vulnerabilities on other Servers.

Managed Server is involved in any form of illegal activity.

Managed Server has been compromised. (Cracked/ Hacked) .

Managed Server is causing network disruption however caused.

Customer does not comply with "SERVER WEB SPACE"'s Acceptable Use Policy.

1.7 Calculating Service Credits

Service Credits are applicable should the Network become unavailable. The Total Outage Period shall be calculated in the following manner:

The Outage Incident Start time of a Service being unavailable shall be defined and measured from the time the fault is detected by us or is reported to our Support Desk and a support call ticket has been originated

The Outage Incident End time of the period of unavailability shall be deemed as the time at which the service can be demonstrated to be available by a PING command or that the support call ticket has been resolved.

The Total Outage Period shall be the period, or sum of multiple periods as applicable within any calendar month (excluding any period of planned downtime) from the Outage Incident Start time to the Outage Incident End time, each as outlined above.

The Total Monthly Time Period is calculated by taking the 24 hours in each day and multiplying these by the average number of days in each calendar month (365 days per year, divided by twelve months = 30.42 days per month).

If, during any given calendar month the Total Outage Time is greater than 0.1% of the Total Time Period of the calendar month, then the service shall be deemed to have been unavailable for an unacceptable period. The customer shall be provided a credit against future Service Subscription Fees, or equivalent charges on presentation of a written claim within 30 (thirty) days of the first occurrence of the Outage, a sum equal to the amount of Service Subscription Fee pro-rated for the period of the Total Outage Time less the pro-rated sum for the first 0.1% of the given calendar month.

The provision of Service Credits is the sole compensation available to customers in the event the services are unavailable. This SLA is supplemental to "SERVER WEB SPACE"'s standard terms and conditions, which apply to all services supplied

1. 8 Planned and emergency downtime

"SERVER WEB SPACE" reserves the right to close down customer systems with no notice should emergency maintenance become necessary.

For planned downtime, "SERVER WEB SPACE" will inform the customer by posting the relevant information on the Network status page on our web site: http://www."SERVER WEB SPACE".com

It is not expected that these planned downtimes will exceed more than 8hrs/ month and this planned downtime is excluded from any calculation of availability.

1.9 Activity/ KPI

Installation of Managed Server Within 5 working days of clearance of remittance
Network uptime 99.9%
Network Availability The availability (determined by "pinging") of the network infrastructure provided between the customer's Managed Server and the internet exchange

Reboot Within 30 minutes of request during technical support working hours only (please be aware that this may cause loss of data)

2.0 Glossary of terms

AUP Acceptable Use Policy
Backup The activity of copying files or databases so that they will be preserved in case of equipment failure or other catastrophe.
CCTV Closed circuit television
Crack To break into a computer system
DDoS A distributed denial-of-service (DDoS) attack is one in which a multitude of compromised systems attack a single target, thereby causing denial of service for users of the targeted system.
DNS The domain name system (DNS) is the way that Internet domain names are located and translated into Internet Protocol addresses.
Hack To modify a program/ Managed Server, often in an unauthorized manner, by changing the code itself.
Initial server build See 2.1-Initial Server Build
Internet Protocol (IP) The method or protocol by which data is sent from one computer to another on the Internet.
Network The network infrastructure provided between the customer's Managed Server and the internet exchange.
Ping (echo test) A basic Internet program that lets you verify that a particular IP address exists and can accept requests.
Pipe Provision of uncontended network and internet connectivity.
Power Provision of uninterruptible power supply.
UPS Uninterruptible power supply
Reboot Power recycling of the Managed Server

2.1 Initial Server Build

This defines the services and applications that "SERVER WEB SPACE" will provision as the "initial server build" and which are covered within the terms of this SLA.

Standard Cobalt OS installation

PHPMyAdmin

MySQL

Interbase

Chilisoft ASP

All current "SERVER WEB SPACE" approved Cobalt updates & patches

UPS Power feed

Customer controlled remote reboot facility

24hr automatic Monitoring of the Managed Server for failure with email notification

Optional automatic installation of future Cobalt updates.

*Technical support other than described above, may be purchased separately as Advanced Support (on request) and is provided in line with the Standard Price List. In the event that any downtime is caused by customer intervention/error and the customer approves the use of Advanced Support (on request) to remedy the error then the customer is liable for the relevant Advanced Support (on request) charges incurred in resolving the problem.

**It is not possible for "SERVER WEB SPACE" to offer DNS management for domains that are not on "SERVER WEB SPACE"'s Name Servers. "SERVER WEB SPACE" offers a free transfer service for domains transferred to our DNS.