SERVICE LEVEL AGREEMENT

Transcription

1 SERVICELEVELAGREEMENT ThisServiceLevelAgreement( SLA )appliestoandgovernssuchsherwebsharepoint,webhosting,virtualprivate Server,ExchangeHosting, CRMandotherremotelyprovidedservicesasSherWebmayofferfromtime totimeand furtherdefined below (collectively, Services and eacha Service )and that Youorderandpayfor inaccordance withandsubjecttoyourcompliancewithsherweb smasterserviceagreement( MSA ).Exceptasnotedbelow,this SLA applies to each of the SharePoint, Web Hosting, Virtual Private Server, Exchange Hosting and CRM Services. CapitalizedtermsinthisSLAhavethemeaningsetforthintheMSAunlesstheyareotherwisedefinedhereinorthe contextrequiresotherwise. DEFINITION&LIMITSOFSERVICE 1. ServicesDefinitions SharePointService:SherWeb sapplicationserviceforbrowser basedcollaborationanddocument management,createdusingwindows SharePoint services. Web Hosting Service: SherWeb s application service making available shared resources on a servertomakeasiteviewableontheinternetforotherusers. Virtual Private Server Service: SherWeb s application service making available a virtual server environmentthatrunsitsownoperatingsystemandsetsofdedicatedresources. Exchange Hosting Service: SherWeb s application service for , calendaring, task management,andfilesharing,createdusingmicrosoft Exchangeserversoftware. CRMService:SherWeb sapplicationserviceformanagingrelationshipswithcustomers,including thecapture,storage,andanalysisofinformation,createdusingmicrosoftdynamics CRM. Such Services are provided as network based Services and each charged for on a monthly subscription basis. SherWebprovidesallserverandsoftwaremaintenance,including24/7monitoring,testinganddeploymentof software patches, bug fixes, service packs, and same version upgrades, and monitors and manages user accountsaccordingtotheprovisionssetforthinthissla.eachservicealsoincludestheprovisionofsherweb s proprietaryaccountprovisioningandmanagementinterfaceforusebyyourcorporateadministratorandusers inmanagingyourorganization saccounts. 2. DisasterRecovery SherWebschedulesdailynetworkbackupstothesharedbackupdevices.Backupsaremonitoredandchecked forerrors,andregularly scheduledtestsof therestoration proceduresare performed. Backupcopyretention time is three (3) (Web Hosting and Virtual Private Server Services), five (5) (SharePoint and CRM Services) or Page1of10

2 SERVICELEVELAGREEMENT seven(7)(exchangehostingservice)days,asapplicable.sherweb does not guarantee, however, thatavalid backup isavailablefor everydayof this3/5/7 dayperiod,asapplicable. Ifadisruptionof the Serviceoccurs, SherWeb will assign its highest priority and will make its best commercial efforts to ensure the timely restorationoftheservice.dependingonthetypeofdisruptionthathasoccurred,sherwebmayelecttofirst restoretheservicewithoutthedata.anydatanotimmediatelyaccessibleafteradisruptionintheservicewill be restored from the most recent backup and made accessible with SherWeb s highest priority. In order to ensure the readiness of SherWeb s operators to complete the offline restoration process, SherWeb runs frequentdrillstotestrestorationperformance.pleasenote,however,thatsherwebisnotresponsiblefordata lossresultingfromthefailureorlossofbackupmedia. 3. Restoration SherWebrecognizesthatfromtimetotime,Yourusersoradministratorsmaymistakenlydelete,inwholeorin part, items in Your database, mailbox or public folders, as applicable. As this is not a system fault and restorationmayrequirepartialimplementationofsherweb sdisasterrecoveryprocedures,sherwebreserves theright tochargeyou,and Youagreeto pay for, theserestorations fora feeof150$usd perhour (witha minimumfeeof75$usd),plustaxes.pleasenote,however,thatsherwebdoesnotguaranteetheintegrityof thewebcontentormailboxcontent,asapplicable,ofeachindividualbackup. (Only applicable to Exchange Hosting Service) Note that items within a mailbox that have been accidentally deletedcanusuallyberestoreddirectlyfromthedeleteditemfolderbytheenduser,evenafterthedeleted Itemfolderhasbeenemptied.(InstructionsforthisprocedurearecontainedwithintheOutlook Helpsystem.) Note,however,thatSherWeb retainsthese deleted itemsonlinefornomore than seven(7) days.ifa public folderormailboxcannotberecoveredfromtheonlinedeleteditemsstorage,sherwebmustrestoretheitems fromthebackuptapes employedinits disasterrecoverysystems.sherweb willrestoretheseitemswithin96 hoursofanapprovedrequestfromyourdesignatedadministratoracknowledgingthefees. 4. PublicFolder/PersonalMailboxSizeLimits (OnlyapplicabletoExchangeHostingService)Youwillreceiveaspecifiedamountofstorageassignedtoeach mailbox,asperthetermsofthemsa.warningsareautomaticallysentvia whenauserreaches90% 95% ofthelimitgrantedbythesystemadministratorforsuchuser spersonalmailbox.anotherwarningissentvia whenauserreachesthegrantedlimit.shouldauserexceedthislimit,theuserwillbeunabletosendor receive untiltheusereitherreducesth boxsizebelowtheimposedlimit,orisgrantedanincreasein personalmailboxcapacitybythesystemadministrator.sherwebisnotresponsibleforserviceunavailabilityor datalosscausedbyanymailboxorfolderexceedingitsstoragecapacity.youshouldnotexceedthecreationof more than 250 subfolders and/or 2 Gb total inside its public folder. Should You exceed the amount of 250 subfolders and/or 2 Gb total, SherWeb is not responsible for service unavailability and may require You to reduce the number of created subfolders. Furthermore, the number of items per public folder should not exceed5,000items.tomanagethenumberofitemsperfolder,youshouldconfigureexpirationaccordingly.if the 5,000 items per folder limit is reached regularly, even with an aggressive expiration schedule, consider segmentingthepublicfolderintosub topicsandcreatingmultiplepublicfoldersforeachsub topic. Page2of10

3 SERVICELEVELAGREEMENT 5. VolumeLimits (NotapplicabletoSharePointService)InboundandoutboundInternet smaycontainamaximumof1,000 (WebHostingandVirtualPrivateServerServices),500(ExchangeHostingandCRMServices advancedplan)or 1,000(CRMServices enterpriseplan)recipients,asapplicable,includingalladdressesintheto,cc,andbcc fields.additionally,sherwebpolicylimitsuserstosendingandreceivinginternet stoamaximumof500 recipientsper24hours.ifauserregularlysendsand/orreceivesmorethanthisnumberof sper24hours, SherWebreservestherighttoincreasethemonthlysubscriptionrateasitappliestothatuser.Theselimitations applyonlytointernetmessages;internalmessagesarenotlimited. Sending bulk s, including newsletters, opt in services, etc. through SherWeb s Internet gateway network ( Network ) is prohibited. Attempting to send these types of mailings through the Network violates thetermsofthisslaand,withoutlimitation,voidstheperformancecommitmentsprovidedforherein.please see the MSA for further details. Please contact SherWeb to purchase additional services if You need to send thesetypesofmailings. 6. Inactive/DisabledAccountPolicy AccountsthathavebeeninactiveordisabledeitherbyYoucontactingSherWebandrequestingtheaccountbe terminated, byyou using SherWeb sadministrationtools toterminatetheaccount,or bysherweb saccount service team due to delinquent payment or otherwise, may be permanently deleted three (3) (Web Hosting Services) or seven (7) (SharePoint, Virtual Private Server, Exchange Hosting, and CRM Services) days, as applicable,afterthedateofaccountterminationunlessyouagreetopayasherweb sapplicablemaintenance feefortheinactiveaccounts. SHERWEBSUPPORT&OTHERSERVICES 7. SystemsSupport SherWebprovides systems supportto Yourdesignatedadministrators.Systemssupport isdefinedas support associated with issues/faultswith SherWeb'sservers.Thereare noadditionalchargesfor thissupport. (Note: pleasechecktheserverstatuspageonourwebsitebeforecallingsherweb sclientsupportservices.)youmay designateuptofour(4),butnomorethanfour(4),administratorswhoareauthorizedtocallsherweb sclient supportservices. 8. End usersupport SherWeb also provides, at no additional charges, limited end user support for each of the Web Hosting, SharePoint,ExchangeHostingandCRMServices.FortheVirtualPrivateServerService,end usersupportmaybe purchasedseparately.pleasecontactsherwebtopurchaseanysuchadditionalend usersupportservices. 9. AccountAdministration Page3of10

4 SERVICELEVELAGREEMENT SherWebprovidesYourdesignatedadministratorswithaccesstoanaccountmanagementandadministration tool.thecontrolpanelenablesyourdesignatedadministratorstochangepasswords,enablenewaccountsand disableoldaccounts,etc.youareentirelyresponsibleformaintainingtheconfidentialityofyourpasswordsand account.furthermore,youareentirelyresponsibleforanyandallactivitiesthatoccurunderyouraccount.you agreetonotifysherwebimmediatelyofanyunauthorizeduseofyouraccountoranyotherbreachofsecurity. SherWebwillnotbeliableforanylossthatyoumayincurasaresultofsomeoneelseusingYourpasswordor account, either with or without your knowledge. However, You could be held liable for losses incurred by SherWeboranotherpartyduetosomeoneelseusingYouraccountorpassword.Youmaynotuseanyoneelse's accountatanytime,withoutthepermissionoftheaccountholder. 10. WirelessServiceSupport (OnlyapplicabletotheSharePoint,ExchangeHostingandCRMServices)ForuserswhosubscribetoSherWeb s BlackBerry ExchangeServiceorotherwirelessservices,SherWebfollowsthesamepoliciesasabove.SherWeb provides wireless access to the Exchange/SharePoint (as applicable) server through the use of third party provided software. Success in configuration and set up of wireless server access is highly dependent upon device and wireless access provider chosen by You; therefore, SherWeb can only covenant that it shall use commerciallyreasonableeffortstoassistyouinconfiguringandsupportingyourwirelessserveraccessforthe areasoftheaccessnotundersherweb sdirectcontrol. 11. CustomerService,BillingandSalesEnquiries Non technicalandbillingenquiriesregardingyouraccountshouldbesenttobilling@sherweb.com.allenquiries regardingthepurchaseofnewaccountsoradditionalservicesshouldbeaddressedtosales@sherweb.com. 12. OptionalSupportServices Inadditiontothesupportdescribedabove,SherWebalsoofferscustomcontractsfordifferenttypesofsupport programs;pleasecontactyoursherwebsalesrepresentativefordetails.additionally,severalsupportofferings areavailableonanas neededbasis,withdiscretepricingforeachservice.foradvancedcustomizationfeatures (such as application development, form design, etc.) or for data migration services from existing in house applicationsrunningatyour site,sherwebwill workona projectbasis.sherwebwill providea statementof work,includingapricequotation,priortoundertakingsuchaproject. SERVICELEVELS/PENALTIES SherWebiscommittedto providingyou with qualityservices.tosupportthiscommitment, SherWebobserves the followingscheduleofpenaltiesforcertainfailurestocomplywiththissla. 13. ApplicationServiceAvailability SherWeb covenants to a 99.9% average scheduled availability of a Service. This guarantee is calculated on a monthlybasisandapplies24hoursperday,365daysayear,exceptasnotedbelow.availabilityisdefinedas theabilityofauserwithinanorganizationtoconnecttoaserviceandaccessthecrm,sharepointorothersite, mailboxes, public folders or the Virtual Private Server connector, in each case as applicable. Rarely a Service maybefunctioninginsomeareasandnotfunctioninginothers;e.g.,thedocumentsmaybeavailablebutthe Page4of10

5 SERVICELEVELAGREEMENT searchenginemaybeunavailable(sharepointservice),orthe function(receiving/sending s)maybe available but data in PublicFoldersandcalendarmaybe unavailable(exchangehosting Service).This timeof any such diminished functioning is not considered downtime and is excluded from the calculations of availability.inaddition,thefollowingconditionsarespecificallyexcludedfromthecalculationofavailability AproblemwithYournetwork,Internetconnection,oraprivatenetworkconnectiontotheService,which preventsyoufromreachingasite,connector,mailboxorpublicfolder. AproblemconnectingtotheServiceduetoanyactiononYourpartthattriggersasecurityresponse;e.g., scanningtheportsonasherwebroutertriggersashut downoftheportsusedbyyou. Scheduledmaintenance (normally scheduledbetween11:00pm and3:00am EST).SherWebwill provide two(2)daysofnoticepriortomaintenanceperiods. Installation of urgent hotfixes. These will be scheduled as quickly as possible after testing, with notification sent to You; the two day notification above is waived for urgent hotfixes. SherWeb also reservesadditionaltwo(2)two hourmaintenancewindowsonwednesdaysandsaturdaysfrom11:00pm to1:00am(est),duringwhichtheserversmaybeofflineforurgentfixes. Software bugs or problems within used products that create service interruptions. Bugs must be acknowledgedbythevendortobeexcludedfromcalculations. ProblemsconnectingtotheServiceduetotheadditionof3rdparty(i.e.non Microsoft)softwareinstalled onyourpcornetwork,e.g.outlookplug insandadd ons. Movement of mailboxes within the Exchange Hosting Service among the different SherWeb servers as SherWeb may do in its discretion. SherWeb makes no promise of notification to You for these moves, which, normally, should not affect users whose software is installed and configured correctly. Incorrect configurationoftheuser ssoftwarethatresultsintheinabilitytoconnecttotheserviceisnotconsidered downtimeandisexcludedfromthecalculationofsystemavailability. TheperiodoftimeduringwhichSherWebdisasterrecoveryisineffect. AnycircumstancebeyondSherWeb sreasonablecontrol. SherWebcalculatesuptimeasapercentageofthetimeduringamonth(30daysX24hoursX60minutes)thatthe systemisavailable,excludingtheconditionsabove. 14. PenaltyforNon compliance/applicationserviceavailability On a per Service basis, for each month in which the availability is below an average of 99.9% as calculated above,sherwebwillreducetheamountsdueandpayabletoitrelatingtosuchserviceforsuchmonthby5%.in addition, for every 1% loss of availability below the 99.9% targeted average availability during the same calendar month, SherWeb will further reduce the amounts due and payable to it relating to such Service for suchmonthbyanother5%;providedthatthemaximumcreditfornon complianceis25%permonth. Note: Because of the architecture that SherWeb has created to provide the Service, users within an organizationmaybespreadacrossseparateanddistinctservers.inthecasewhereoneserversuffersdowntime exceeding the service level guarantees, Your organization will be compensated only for those users with accountsonthenon complyingserver,onapro ratedbasis. Page5of10

6 SERVICELEVELAGREEMENT 15. NetworkAvailability SherWeb covenants to 99.9% Network Availability. Network Availability is defined as the ability to pass incoming and outgoing TCP/IP traffic through SherWeb s network from/to Your IP transit provider (Internet Backbone). ServersunavailabilityresultingfromlossofNetworkavailabilityisexcludedfromserversavailabilitycalculations ifthenetworkavailabilitylossiscausedbyanycircumstancebeyondsherweb sreasonablecontrol,including suchfactorsasiptransitprovider(backbone)orendusers portionofthenetwork(commonlyknownas last mile )failure,denialofserviceorsimilarattacksdirectedatthesherweb sserversorthesherweb snetwork. 16. PenaltyforNon compliance/networkavailability On a per Service basis, for each month in which the availability is below an average of 99.9% as calculated above,sherwebwillreducetheamountsdueandpayabletoitrelatingtosuchserviceforsuchmonthby5%.in addition, for every 1% loss of availability below the 99.9% targeted average availability during the same calendar month, SherWeb will further reduce the amounts due and payable to it relating to such Service by another5%,providedthatthemaximumcreditfornon complianceis25%permonth. 17. NetworkAvailabilityMonitoring ToverifytheNetworkserveravailability,SherWebwillproberouterporttowhichtheserverisconnectedevery two minutes, with a 10 second failure threshold. If the probe is not successful, the port is considered nonoperationalandnocpersonnelondutyareautomaticallynotified. If two or more consecutive port probes fail, network downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than five minutes in duration is not recorded. SherWebwillcalculateserveruptimeandrefundeligibilityamountsbasedonthistypeofservermonitoring. 18. WebHostingServersAvailability (Only applicable to Web Hosting Service) SherWeb s primary commitment is to provide outstanding Web Hostingservicetoallcustomers.Tosupportthiscommitment,SherWebobservesthefollowing: WEBSERVERAVAILABILITY SherWebcovenantsto99.9%Webserveravailability,definedastheabilitytoretrievetheHTTPheaders fromthehostingserver,calculatedonamonthlybasis.sherwebwillnotmonitoravailabilityofindividual websitesbutonlymonitorstheserveravailabilityasawholeforthewebhostingservice. DenialofserviceattacksorothertypesofattacksdirectedtowardSherWeb snetworkofserversresulting inorcontributingtodowntimewillnotbeincludedinwebserveravailabilitycalculations. Web Applications Availability Note Web Server Availability guarantee does not cover availability of specificapplicationsor servers products(suchascoldfusionorasp.netapplications) deployedon Web Page6of10

7 SERVICELEVELAGREEMENT Server. Performance of such applications largely depends on the quality of code comprising such application,whichisbeyondofsherweb scontrol. SQL(DATABASE)SERVERAVAILABILITY SherWebcovenantsto99.9%SQL(database) serveravailability. SQLserveravailability is definedasthe abilitytoreceivearesponsefromsqlserveronport1433,calculatedonamonthlybasis.sherwebwill notmonitoravailabilityofindividualsqldatabasesbutonlymonitorstheserveravailabilityasawhole. DenialofserviceattacksorothertypesofattacksdirectedtowardSherWeb snetworkofserversresulting inorcontributingtodowntimewillnotbeincludedinsqlserveravailabilitycalculations. MAILSERVERAVAILABILITY SherWeb covenants to 99.5% Mail server availability. Mail server availability is defined as the ability to retrievethesmtpandpopheadersfromth server,calculatedonamonthlybasis.sherwebwillnot monitoravailabilityofindividualmailaccountsormailboxesbutonlymonitorstheserveravailabilityasa whole Denialof serviceattacks,mail bombing,andother flooding techniques directed towardsherweb smail servers resulting in or contributing to downtime will not be included in Mail Server Availability calculations. Theoutgoing protocolusedonth server(SMTP)isa store and forward typeofprotocolthat doesnotguaranteeimmediatedeliveryof messages.ifth server sfirst deliveryattempt fails,itwillre attemptdeliveryaccordingtoapredefinedschedule.ifthemessagefailstobesentfor24to 72hours,themessageswillbereturnedtothesender. 19. ExchangeHostingSpecificTerms(OnlyapplicabletoExchangeHostingService) DeliveryRestrictionsIndividual messages(includingattachments)inboundfromtheInternetor outboundtotheinternetarelimitedto50mb.internet messagesincludingattachmentsgreaterthan 50Mbwillnot bemovedthroughsherwebgatewaysand,instead, will generateanerrormessage tothe sender. If users require the ability to send Internet messages over 50 Mb, SherWeb can, upon request, make special arrangements for such users. Additionally, SherWeb will assist clients in understandinghowtoreducethesizeof,orseparate,largedocumentssothattheycanbetransmittedvia theexchangehostingservice. MailDeliveryTimes messages includingattachmentsof lessthan20mbthatarereceivedinbound fromtheinternetgateways,orthosesentfromon boxontheexchangehostingservicetoasecond mailbox on the Service, generally will be delivered in 60 seconds or less. messages including attachmentsof less than20mboutboundtointernet gateways generally willbe sentfromtheexchange Hosting Service within 60 seconds; delays at the gateways due to Internet issues are not covered by this SLA. ExceptionsSherWebmakesnocovenantregardingthetimingofdeliveryorreceiptofmailbeingprocessed on the Internet. Delivery times covered by this SLA are only for mail sent between servers, mailboxes, and/or gateways on the Exchange Hosting Service. Additionally, SherWeb's spam control functionality Page7of10

8 SERVICELEVELAGREEMENT performsadditionalanalysisandprocessingofinbound s,sothedeliverytimesspecifiedabovedonot applyfordelaysduetosame. PenaltiesforNon ComplianceIfSherWebcausesmaildeliverydelaysinexcessoftheparametersdefined above for 2 hours or more in any given month, SherWeb will reduce the amounts due and payable to it relating to the Exchange Hosting Service for such month by 5% for each mailbox affected. For every additional2hoursofdelayof serviceduringthesamecalendarmonth,sherwebwillfurtherreduce theamountsdueandpayabletoitrelatingtotheexchangehostingservicebyanother5%oftheoriginal pricechargedforsuchmonth.themaximumcreditpermonthformessagedelayswillbe15%. ProtectionAgainstVirusesSherWebprovidesinboundanti virusscanningaspartoftheexchangehosting Service, and will make its best commercial efforts to protect against SMTP borne viruses and other computer software threats. SherWeb s anti virus protection has proven highly effective since its deployment;however,duetotherapidlyevolvingnatureofviruses,trojanhorses,andother borne securityissues,sherwebcanmakenoguaranteesagainstthesetypesofthreats. ProtectionAgainstSpamSherWebprovidesanti spamfilteringaspartoftheexchangehostingservice,and willmakeitsbestcommercialeffortstoprotectagainstunwanted s.theadvancedspamfirewallisan integratedhardwareandsoftwaresolutionforcompleteprotectionofyourmailbox.althoughthissystem hasprovenhighlyeffective,sherwebcannotmakeanyguaranteesinthesystem sfilteringefficiency. 20. WebHostingSpecificTerms WebSpaceUsageIncludeddiskspacemayonlybeusedforcontentlinkedordirectlyrelatedtothehosted website.diskspacemaynotbeusedatanytimeasalocationtoarchiveand/orbackupfilesnotdirectly relatedtothehostedwebsite. 21. ServerSoftware(NotapplicabletoExchangeHostingService) SherWebwillexerciseindustrystandardpracticestoensurethatpre installedsoftwareiscorrectlyconfiguredin all material respects. In case there is more than one way to configure software, SherWeb will choose the configurationitdetermines,initssolediscretion,tobethemostappropriate. SherWeb will install security patches, updates, and service packs as soon as practical. Software updates may change system behaviour and functionality and as such may negatively affect your applications. SherWeb cannotforeseenorcanitberesponsibleforservicedisruptionorchangesinfunctionalityorperformancedue toimplementationofsoftwarepatchesandupgrades.ifsuchdisruptionorchangesoccur,sherwebwillprovide itsbesteffortstoremedythesituationassoonaspossibleafterbeingnotifiedoftheproblembyyou. SherWeb is not responsible for problems that may arise from incompatibilities between new versions of the software and Your content, regardless of whether it was a requested, required or discretionary upgrade. Nevertheless,SherWebwillprovideitsreasonableeffortstohelpYoutofindaworkaround. Any log processing (web reporting) software made available is provided on an as is basis. SherWeb is not responsibleforbugsinthesoftwareorforinterpretingthereportsgeneratedbythesoftware.sherweb,inits solediscretion,canupgradethesoftwaretonewerversionsorreplaceitwithdifferentsoftwareuponproviding Page8of10

9 SERVICELEVELAGREEMENT areasonablenoticetoyou.sherwebcannotforeseenorwillitberesponsibleforanyincompatibilityofnewer versionsandothersoftwareyoumaychooseinconjunctionwiththelogprocessingsoftware. 22. StorageCapacity;DataTransfer;ServerResources (Not applicable to Exchange Hosting Service) Each account is allocated storage capacity and data transfer amountsonsherweb s serversaccordingtotheplanandoptionsselected byyou.thisallocated storagesize anddatatransfercanbeincreasedthroughtheaccountmanagerforanadditionalchargeuptothemaximum amountallowedforeachplanorservice.theserversmaystopaccepting,processing,ordeliveringdatawhen the purchased limit is reached thus causing server unavailability or data loss. SherWeb shall not be held responsibleforsuchunavailabilityordatalosses. YourWebandFTPserversareconfiguredtologallrequeststothelogfiles.Theaverageretentionperiodisone month. The log files are stored in shared server space and not counted towards account s allocated storage capacity.themaximumsizeofstoredlogfilesislimitedto1gb.whenthislimitisexceeded,theoldestlogfiles aredeletedtobringtheusagewithinallowedlimit. Shared servers resources are shared among all accounts hosted on the same server. SherWeb configures servers in such a way so the accounts are separated from each other to the maximum possible degree. However,duetoitsnature,sharedresourcesaccessibilitylevelcannotbeguaranteed. 23. Security AccesstoSherWeboperationscenterandsystemsisrestrictedtoauthorizedpersonnel.SherWebensuresthat itsemployeesandcontractorsarefamiliarwithandunderstanditspolicies;sherwebtakesallpossiblesecurity measures to protect the security of Your data. SherWeb will make its best commercial efforts to protect the securityofitssystemsandservices,andthedatathatresidestherein. 24. DataRetention SherWeb shallnot beresponsibleforretaininganyofyourdata afteraccounttermination.alldata is deleted from the servers after the account is terminated and from back ups during scheduled back up rotation. SherWeb shall not restore, provide on any storage media or send out any data pertaining to existing or terminatedaccounts. 25. MaximumAggregateCredits/Penalties Inallcases, themaximum,aggregatecumulativeslacredit/penalty inanygivenmonth foranygiven Service andforallservicelevelscombined(includingapplicationserviceavailability,networkavailability,etc.),is25%of theunderlyingfeesforsuchserviceforsuchmonth. GENERALPROVISIONS 26. CertainOperationalCustomerResponsibilities ToaccessandusetheServices,Youmustprovideattheveryminimumandwithoutlimitation: Page9of10

10 SERVICELEVELAGREEMENT an Internet connection with sufficient bandwidth and quality to allow trouble free browsing and data uploadinganddownloading; afullyfunctionalinternetbrowser; afullyfunctionalpop/smtp program(client)ormicrosoftoutlookformapiconnectionstoexchange server; toolstodevelopandpublishcontentasyoufindsuitableandnecessary; toolstoaccessdatabaseserversifsuchservicesarepurchasedbyyou. 27. ThisSLAsupersedesallpreviousversionsoftheapplicableSLAdistributedormadeavailablebySherWeborits agents.thissla,includingallattachments,referenceddocumentsandallotherpoliciespostedonthewebsite, whichare fullyincorporated intothisagreement eitherbyattachmentorby reference,constitutesthe entire servicelevelagreementbetweensherweb'sclientandsherweb,withrespecttothesubjectmatterheretoand supersedes any and all prior or contemporaneous agreements whether written or oral. Any changes to this agreement, or any additional or different terms in your purchase orders, acknowledgements or other documents,writtenorelectronic,arevoid. Page10of10