Host Depot's network uses multiple, redundant, high-speed connections providing fast, reliable connectivity. We understand the importance of providing a reliable service and have developed the following level of service to ensure maximum performance and uptime. The Host Depot Service Level Agreement (SLA) provides for maximum network quality and availability.

These guidelines apply to Host Depot customers that have registered for either Shared Hosting Services, Dedicated Hosting Services, or Co-located Hosting Services (collectively, the "Services") and who are in good financial standing with Host Depot, Inc.

Host Depot endeavors to have the customer's service available for access by third parties 99.9% of the time ("Availability"), in a given month, excluding the restrictions below. Downtime exists when third parties are unable to transmit and receive data and Host Depot records such failure within its monitoring systems. Downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.

Our support representatives monitor our e-mail, chat, and phone systems 24 hours a day. We strive to close any open ticket within 24 hours or less in most cases. Response time depends on the number of requests currently in Host Depot's support queue.

In the event that there is no Availability, Host Depot will credit the following month's service fee as follows.

For Shared Hosting services, such credit will be retroactive and will be as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month. The monthly service charge is described as the monthly hosting fee only. Domain charges and additional service charges are not considered part of the monthly hosting fee and are not applicable to this SLA.

Availability	Credit
95% to 99.8%	25% Credit
90% to 94.9%	50% Credit
89.9% or below	100% Credit

For Dedicated and Colocation Hosting services, if the Availability is between 98.9% and 99.9% for any particular month, the credit will be retroactive and equivalent to the difference between the guaranteed level of availability of the customer's services during the month and the calculated actual level of Availability of the customer's services, multiplied by the actual charges incurred by the customer for the services during that month. In addition, for Dedicated and Co-Located Hosting services, customers may be entitled to additional credits as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed fifty percent (50%) of the monthly service charge for the affected month. The monthly service charge is described as the monthly hosting fee only. Domain charges and additional service charges are not considered part of the monthly hosting fee and are not applicable to this SLA.

Minutes of Continuous Downtime	Credit
60 to 179 Minutes	25% Credit
180 Minutes or More	50% Credit

In order for customer to receive a credit on their account, customer must request such credit within ten (10) business days after customer experienced no Availability. Customer must request credit by sending an e-mail to our billing group from our e-mail form. For security, the body of this message must contain customer account number, the dates and times of the unavailability of customer web site, and such other customer identification requested by Host Depot. Credits will usually be applied within sixty (60) days of customer credit request. Credit to customer account will be customer's sole and exclusive remedy in the event that there is no Availability.