ESDS Service Level Agreement

1. Coverage: Definitions This SLA applies to only clients who have ordered dedicated web servers, managed colocation services, off-sitebackup solutions and other related hosting services. From ESDS (the "Company") and your account is current (i.e., not past due). As used herein, "Replacement Time" refers to time utilized to replacement of defective server components with working components of better quality, as measured by the Company (ESDS).

2. Goal: ESDS's aim is to provide immediate hardware replacement of defective server components in ESDS owned Server Hardware.

3. Remedy: Subject to Sections 3 and 4 below, client service's availability is less than 99.95%, Company ( ESDS ) will credit accordance with time exceeding 1 hour from the time at which the request has been placed by the client based upon the following Replacement Time Credit percentage: Hardware Replacement Time Credit percentage:

4. Exceptions: Client shall not receive any credit under this Service Level Agreement in respect with any failure of Replacement in the following scenario

• Instances which are beyond Company's ( ESDS ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DdoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce softwares, payment gateways, chat softwares, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement
• Scheduled and emergency maintenance and upgrades
• Client's act of commissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, willful misconduct, or use of Services in breach of Company's ( ESDS ) Terms and Services and Acceptable Use Policy
• Inadequate information provided by client's in order to validate their requests including without limitation, Client's account credentials required for access of the equipment, equipment identification, missing or invalid IP address information.
• If unable to contact client via phone, email or live chat. Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket or email us at [email protected]. The Request should include Client's registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be encashed.

Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and are Client's exclusive solution in respect with failure of Client services.

1. Coverage: Definitions This SLA applies to only clients who have ordered dedicated web servers, managed colocation services, off-sitebackup solutions and other related hosting services. From ESDS (the "Company") and your account is current (i.e., not past due). As used herein, As used herein, "Response Time" refers to time taken by ESDS support personnels to acknowledge requests from Clients, as measured by the Company (ESDS).

2. Goal: ESDS's aim is to 24x7 On-Site Customer Support to Clients - 24 hours per day, 365 day per year.

3. Remedy: Subject to Sections 3 and 4 below, client service's availability is less than 99.95%, Company ( ESDS ) will credit accordance with time exceeding 30 minutes from the time at which the request has been placed by the client based upon the following schedule :

4. Exceptions: Client shall not receive any credit under this Service Level Agreement in respect with any failure of Response Time guidelines in the following scenario :

• Instances which are beyond Company's ( ESDS ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DdoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce softwares, payment gateways, chat softwares, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement
• Scheduled and emergency maintenance and upgrades.
• Client's act of commissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, willful misconduct, or use of Services in breach of Company's ( ESDS ) Terms and Services and Acceptable Use Policy.
• Inadequate information provided by client's in order to validate their requests including without limitation, Client's account credentials required for access of the equipment, equipment identification, missing or invalid IP address information.
• If unable to contact client via phone, email or live chat. Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket or email us at [email protected]. The Request should include Client's registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be encashed.