Service Level Agreement

To properly claim an SLA credit due, a master administrative user must open an SLA ticket in our helpdesk within seven 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 iHubNet customers. Please allow up to fourteen (14) days for the process of SLA claims.

Customers currently in arrears for monthly services do not qualify for SLA claims. Customers who have been in payment arrears three or more times in the previous twelve months do not qualify for SLA claims. Valid SLA claims will not be credited to customer accounts until all abuse issues are resolved. 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 counter-attacks, do not qualify for SLA claims and shall be in violation of the TOS.

iHubNet will not be responsible for any damages your business may suffer because of your failure to make payment. iHubNet makes no warranties of any kind, expressed or implied, for the services we provide.

iHubNet 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 herein.

Uptime Guarantee	SLA Credit
99.9%	Guaranteed
99.8%	5%
99.7%	10%
99.6%	15%
99.5%	20%
99.4%	25%
99.3%	30%
99.2%	35%
99.1%	40%
99.0%	45%
Less than 99.0%	50%

iHubNet guarantees 99.9% uptime on all dedicated servers to Customers located in our datacenters. Specific guarantees with SLA information are listed in the table herein.

Uptime Guarantee	SLA Credit
99.9%	Guaranteed
99.8%	1%
99.7%	2%
99.6%	4%
99.5%	7%
99.4%	10%
99.3%	15%
99.2%	20%
99.1%	25%
99.0%	30%
Less than 99.0%	35%

iHubNet guarantees a response time of 1 hour to our iHubNet 24x7 Proactive Management tickets. In the event this guarantee is not met, iHubNet will credit the customer at 1% of your server's monthly fee / 30 minutes, not to exceed the total monthly payment in any given month.

iHubNet guarantees a response time of 1 hour to our One-Time Services tickets. In the event this guarantee is not met, iHubNet will credit the customer at 5% of your purchase price / 30 minutes, not to exceed the total purchase price.

iHubNet guarantees a response time of 15 minutes to our Emergency Admin Time tickets. In the event this guarantee is not met, iHubNet will credit the customer at 5% of your purchase price / 15 minutes, not to exceed the total purchase price.

iHubNet Server Setups are guaranteed to be completed within 72 hours. In the event this guarantee is not met, iHubNet will credit the customer with 5% of your purchase price / 60 minutes, not to exceed the total purchase price.

iHubNet guarantees a 10 minute reaction time to our 5 minute Server monitoring service. In the event this guarantee is not met, iHubNet will credit the customer with 5% of your server's monthly fee / 10 minutes, not to exceed the total monthly payment in any given month.

iHubNet guarantees your server will not be compromised while under management by iHubNet's administrative staff. In the event this guarantee is not met, with the exception of the exclusions defined below, iHubNet will credit the customer with a 10% credit of services for that server. iHubNet will also pay any fees associated with an OS restore, up to $150.

Compromise-Protection Guarantee Exclusions
There may be situations that are beyond the control of iHubNet in preventing system compromise. An investigation, where possible, will be launched to determine the cause of a compromise. Actions taken or not taken by the client may also void this guarantee. These actions are defined below:

• User neglect. Hacker gained root password. This includes storing your root password in an insecure place, or giving the root password out.
• The client has not taken action after being informed by iHubNet of potentially insecure client-side scripts.
• The client has not taken action after being informed by iHubNet of potentially weak or insecure server areas.
• The client has not informed iHubNet of possible compromise prior to contracting iHubNet for Management Services.
• The client uses an EOL operating system.
• The client has not submitted all the mandatory management tickets, including specifically, the Proactive Management ticket.
• The client has not performed, or did not authorize iHubNet to perform, upgrades recommended by iHubNet.
• The client has not kept up to date with his proactive management ticket or has not reviewed the reports provided periodically for suggestions or ideas on how to fix weaknesses.

iHubnet reserves the right to change the Service Level Agreement at any time, without any form of notice to our clients, non-clients, or the general public. It is the customer's responsibility to check this agreement from time to time for such changes. At all times customers are bound to the terms set forth. In no event shall iHubNet or its staff's lack of enforcement of these terms constitute a waiver of these terms at any time.