Service Level Agreement

The following Service Level Agreement (hereinafter referred to as the "Agreement") is made between Prudentia Communications Group LLC (hereinafter referred to as "Prudentia Communications Group") and ___________________________________________ (hereinafter referred to as "Customer") and shall be effective as of _________ ____, 20__. As used in this Agreement, "you" or "your" refer to you, the Customer and "we", "our" or "us", Prudentia Communications Group. Both Prudentia Communications Group and Customer are referred to collectively as the "Parties". By signing this Agreement you acknowledge that you have read, understand, and agree to our terms.

General
Prudentia Communications Group strives to provide the best quality of service to our customers. Unless otherwise noted, we guarantee that our internal network connectivity [1], server programs [2], and hardware [3] required to serve customer's web presence/application will be up and working at least 99.9% or better in any given month. This means you should not experience a downtime of more than 43 minutes in any given month counted from the first day of every month. This uptime guarantee excludes any scheduled maintenance work [4] that may, unfortunately, force the downtime for a period of time until the maintenance work is done. We are proud to offer you a service credit [5] of 5% of your hosting fee for that month for any 0.2% (or 1 hour 26 minutes in any given month starting from the first month) of downtime beyond our uptime guarantee of 99.9%.

Shared Hosting Customers
The uptime guarantee above extends to our Premium Hosting customers. We offer 99.5% uptime guarantee for our Value Hosting customers. This means our Value Hosting customers should not experience a downtime of more than 215 minutes in any given month counted from the first day of every month. For any 0.2% (1 hour 26 minutes) of downtime beyond the uptime guarantee of 99.5%, we will give a service credit [5] of 5% of your hosting fee for that month. Prudentia Communications Group shall do a regular daily and weekly backup for our customer's data into our backup server. On the rare event of hardware failure and we can not provide the most recent [6] backup to you, you are entitled to an immediate refund equaling to your hosting period, but no more than 3 months, with us. This service credit can only be given once in any one-month period.

Dedicated Server Customers
Unless otherwise agreed, Prudentia Communications Group does not provide data backup service to our dedicated server customers. Customer is responsible for customer’s own data backup and will not hold Prudentia Communications Group liable in the event customer’s data is lost, even in the event of a hardware/power problem resulting in such data lost. In the event of a hardware problem, once the problem has been identified, Prudentia Communications Group will replace the failed hardware and restore service within 12 hours.

Collocation Customers
Unless otherwise agreed, Prudentia Communications Group does not provide data backup service to our collocation customers. Customer is responsible for customer’s own data backup and will not hold Prudentia Communications Group liable in the event customer’s data is lost, even in the even of a power problem. In the case of a hardware problem on customer’s equipments/servers, Prudentia Communications Group will assist customers on detecting and replacing the failed hardware. Customers will be provided with a written quote for any labor fees to perform such remote hand/eye to customers. Customer is responsible to provide all hardware replacements.

1. We are only responsible to keep and maintain our internal network connectivity. By internal network we mean the data center and all of its connectivity from its uplink providers going into the data center. We shall not be held responsible for any connectivity problems caused in other networks outside of our internal network not within our control. We define continuous packet losses originating inside our internal network of more than 50% for over 3 hours as a loss of connectivity equal to 0.1% of downtime. We also define sporadic packet losses originating inside our internal network of more than 50% sporadically for duration of 12 hour as a loss of connectivity equal to 0.1% of downtime. It is your duty to provide us with a proof of any loss of connectivity and/or other problems inside of our network.
2. Assuming that you have configured everything correctly, at the very least, we guarantee the working of our DNS Servers, Web Servers, SQL Servers, and Mail Servers when such services are provided to customers.
3. By hardware we mean all hardware related to the optimal performance of our network connectivity (routers, switches, firewalls, etc) and of our server (physical hardware such as hard drives, CPU, etc).
4. At our sole discretion, scheduled maintenance should be announced at least 24 hours before the maintenance work will be executed. Under extreme emergency (such as DOS attack, security breach, and et cetera), we may perform a scheduled maintenance without prior announcement. In this case, the downtime period should be counted only until we perform such emergency maintenance.
5. In order for you and us to keep track of this you will need to send your support request through our support ticket only. Service credit refund is up to 100% of your monthly fee. It is your responsibility to ask for a service refund.
6. The most recent backup should be the backup done on the previous day before the data backup is requested.

SLA::rev 2.5, August 13th, 2004