Uptime (Monthly %) Uptime (Monthly Minutes* Downtime) Rebate Schedule (%$) (>99.99)

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1 Netregistry Policy: Service Level Agreements, Mission Critical Hosting Date: August, Introduction Currently Netregistry offers a Service Level Agreement (SLA), on it's premium virtual web hosting package, Mission Critical Hosting (MCH, This SLA on the product (99.99% uptime guarantee) is backed by either an account credit or refund depending on the length of downtime experienced by the customer. Uptime (Monthly %) Uptime (Monthly Minutes* Downtime) Rebate Schedule (%$) (>99.99) <99.00 > * The SLA is defined by the number of whole minutes a service is not available for rounded to the nearest whole minute and calculated against the number of minutes in a 30 day calendar month. 2.0 Definitions 2.1 Downtime Service downtime is defined by any continuous period greater than 30 seconds for which a published supported virtual hosting component of MCH is non-responsive. This includes the network availability past the Netregistry router, and explicitly excludes inter-carrier network visibility issues. Where applicable the SLA includes: (a) Web server traffic (HTTP port 80; including HTML and Javascript; supported server side technologies are PHP (Zeus/Apache), Perl (Zeus/Apache), Python (Zeus) and ASP/ASP.NET (IIS) (b) Web server traffic (HTTPS port 443; as per 2.1a) Commercial and in Confidence Page 1 of 6

2 (c) Databases (where applicable, MySQL port 3306, PostgreSQL port 5432 and MSSQL port 1433) Explicitly excluded from the SLA are: (a) Execution of customer defined cron tasks (b) FTP server access (port 21) (c) SMTP access (defined by localhost/smarthost on web servers, port 25) (d) Account management access ( (e) services defined by Netregistry POP, IMAP and SMTP infrastructure (f) Any item not explicitly defined in Sections 2.1a through 2.1c. Commercial and in Confidence Page 2 of 6

3 2.2 Notification The SLA is calculated only on the basis of service downtime or degradation that is reported by the client and is verifiable against internally published or recorded service interruptions. The rebate is calculated by the Customer Service Manager, in response to a customer notification, which at the time of notification generate a unique WebRT ticket ID. All customer notifications need to be directed to feedback@netregistry.com.au for review by the Management team. A template for client notification of error events and rebates is shown in Appendix 1. Upon client notification of downtime, they will receive a response generally in that format with the rebate calculation / rebate amount. 2.3 Rebate Application The rebate is applied as a credit on the client account. The only exception to this is where a client has paid annually in advance, has greater than 3 months of active service remaining as pre-paid, and explicitly requests a proportional refund. In this circumstance a refund may be generated by either reimbursement to a specified credit card or by generation of a cheque. Please note: Only clients whose MCH service invoices are within standard Netregistry trading terms are eligible for SLA rebates. That is if you have invoices that are outside of payment terms at the time of an outage, you are explicitly excluded from the SLA program. Commercial and in Confidence Page 3 of 6

4 3.0 Sample Rebate Calculation This is a rebate calculation for an example MCH client paying $99 (inc GST) per month who has experienced a verifiable service failure of 34 minutes during a standard calendar month. Minutes in Month (MINUTES TOTAL )= 60(min) * 24(hours) * 30(days) = 43,200min Minutes of Downtime (MINUTES DT ) = 34min Service Availability (MINUTES UP ) = MINUTES TOTAL - MINUTES DT = 43, = 43,166 Service Availability (%) = {(MINUTES UP )/(MINNUTES TOTAL )*100} = {(43,166/43,200)*100} = 99.92% Rebate Band = 25% Rebate Rebate Amount = 25% * $99 = $24.75 Commercial and in Confidence Page 4 of 6

5 Appendix 1 :: Client Rebate Notification Template Dear Client, Re: Notification Ticket #<> On <date> your Mission Critical service suffered a service degradation or was not generally available that was within the 99.99% monthly uptime guarantee that is provided as part of the product. The total downtime of the service was <minutes>. As per our Service Level Agreement this falls within the <% rebate band> and accordingly a total of <$> will be credited to your <account>. The nature of the outage was due to <insert brief outline> We sincerely apologize for this disruption to your service and have taken preventative measures to ensure that this problem will not further degrade your service in the future. If you would like more details or have specific questions I would be more than happy to take them either via or telephone. Regards, Netregistry Group Service Manager p: e: feedback@netregistry.com.au Commercial and in Confidence Page 5 of 6

6 Appendix 2 :: Service Level Agreement, TheMissionCritical This document is available in it latest form electronically at: Commercial and in Confidence Page 6 of 6