This Service Level Agreement (SLA) applies to you ("customer") if you have ordered QualiSpace Shared Hosting Plan (the "Service") from QualiSpace, and your account is current (i.e., not past due) with QualiSpace. As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by QualiSpace.

Our Service Level Agreement (SLA) is designed to offer you the protection from the unexpected by providing among the highest levels of availability within the industry. With a two-hour Hardware Replacement Guarantee, 100% Network and Infrastructure availability and aggressive penalties for failure to meet the standards set within the SLA you can be assured of a good home for your application.

SLA Claims and Exceptions to Coverage

Claiming an SLA Credit
In order to initiate a claim for a service credit, Customer must contact QualiSpace 's customer support department within seven (7) business days after the end of the month for which credit is requested. The service credit request must include the following information (a) customer name and contact information (b) the date and time that the problem started and was resolved (c) a description of the characteristics of the claimed outage or failed metric (d) ticket numbers or other documentation demonstrating that the customer notified QualiSpace of the claimed actionable issue QualiSpace will notify the customer via e-mail of the resolution of the request. If QualiSpace rejects the request for an SLA credit, a reason for the rejection will be detailed. If the request is approved, QualiSpace will issue all SLA credits to the Customer's account that will appear on the next invoice issued. Multiple service credits cannot be overlapped on the same service (i.e. Failure to meet multiple metrics during the same period of time cannot be stacked up). In no circumstances will the total monthly credit exceed the total monthly charge actually paid by the customer for affected service during the month in question. Service credits will be credited against a Customer's account and may not be received in the form of a refund, except that if any credits remain unused at the termination or expiration of the Agreement, QualiSpace will provide such credits to Customer in the form of a cash payment.

Exceptions to Coverage

• Customer shall not receive any credits under the SLA in connection with any failure or caused by:
• Circumstances beyond QualiSpace 's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, acts or omissions of a third party not engaged or authorized by QualiSpace, embargo, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications outside of QualiSpace 's control, failure or delay of third party services or software;
• Usage patterns or traffic that exceeds the reasonable performance parameters of Customers specific installation;
• Downtime caused by scheduled maintenance is not eligible for SLA credit. Maintenance windows between 1:00 AM and 5:00 AM US/Central Time shall require 14 days advance notice. Any other scheduled maintenance shall require 30 days notice.
• DNS issues outside the direct control of QualiSpace
• False SLA breaches reported as a result of outages or errors of any QualiSpace measurement system;
• Customer's acts (or act of others engaged or authorized by Customer), including without limitation, any negligence, willful misconduct, or use of the QualiSpace IP Network or Qualispace services in breach of QualiSpace’s Master Services Agreement or QualiSpace ‘s Acceptable Use Policy;
• Outages or downtime associated with Customers' designated non-production (staging, testing or development) infrastructure that is unrelated to hardware or network failures;
• SLA Credit is not available to Customer's deemed in "Poor Standing", as defined in the QualiSpace Master Services Agreement;
• Services that are affected as a result of an SLA event on a dependent Service are also eligible for claim. Any such credit will be limited to a maximum of one per service;
• Services deployed in a redundant manner that continue to perform without error or end-user impact, are not eligible for SLA credit.