Dedicated Service Level Agreemeent

The Service Level Agreement (SLA) is incorporated into the Master Service Agreement and applicable to dedicated services delivered directly to Customers of Future Hosting, LLC. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with Future Hosting. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.

SLA Credit Claim: To properly claim an SLA credit due, a master administrative user must open an SLA ticket located inside the help desk within five days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other Future Hosting customers. Please allow up to twenty (20) days for the processing of SLA claims.

SLA Claim Fault: Customers currently in arrears for monthly services do not qualify for SLA claims. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.

Public Network: Future Hosting guarantees 99.9% uptime on all public network services to Customers located in our datacenters. All public network services include redundant carrier grade internet backbone connections, advanced intrusion detection systems, denial of service mitigation, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table below.

Private Network: Future Hosting guarantees 99.9% uptime on the service network services to Customers located in our datacenters. All private network services include access to the secure VPN connection, unlimited bandwidth between servers, unlimited uploads/downloads to servers, access to contracted services, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in the table below.

Customer Help Desk: Future Hosting guarantees 99.9% access to the online customer management help desk. The help desk is utilized to fully manage the on-demand IT environments located within the Future Hosting datacenters. Help desk access includes ticket access and access to request various services.

Redundant Infrastructure: Future Hosting guarantees 99.9% uptime on the power and HVAC services to Customers located in our datacenters. All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators. Specific guarantees with SLA information are listed in the table below.

Dedicated Servers: Individual dedicated servers are covered by the network clauses under the service level agreement. Future Hosting does not guarantee uptime on internal services such as MySQL, Apache, FTP, etc.

Public Network, Private Network, Help Desk, and Infrastructure SLA listed below:

Hardware: Future Hosting guarantees the replacement of failed hardware and hardware components located within our datacenters. Future Hosting guarantees a failed hardware component will be replaced within 8 hours of customer notification in the trouble ticketing system. Replacement of failed hardware does not include time required to reload the operating system or applications. Specific guarantees with SLA information is listed below. Hardware failures must be submitted to the hardware failure ticket desk in order to qualify.

Hardware Upgrades: Future Hosting guarantees hardware upgrades will commence and complete within four hours of scheduled hardware upgrade maintenance windows. Hardware upgrades must be scheduled and confirmed in advance through the online ticketing system. Failure to install the hardware within the four hour time will result in a waiver of any one time installation fees. Extended hardware installation times from initial upgrade commencement shall result in SLA credits as listed below. This policy covers dedicated servers only.

The following documents are provided for current customers. Unrelated third parties without contract privity shall receive no benefits from the contract terms listed herein.