The following Service Level Agreement (hereinafter referred to as the "Agreement") covers the availability of our hosting services, including the Dedicated Hosting Services, the Shared Hosting Services, and Collocation Services (collectively, the "Services"), that you order. EC Internet may modify any of the terms and conditions contained in this Agreement at any time in its sole discretion and may also determine whether and when the modifications apply to existing or future customers.

Shared Hosting & Dedicated VM Server Customers
We offer a 99.9% uptime guarantee for our Shared Hosting customers. This means Shared Hosting customers should not experience a downtime of more than 45 minutes in any given month counted from the first day of every month. For any downtime beyond the uptime guarantee of 99.9%, you may request a service credit of your hosting fee for that month. If you are hosting a backup site at our second data center, then the site downtime will be limited to the time required to switch to the live backup.

Collocation Customers
Unless otherwise agreed, EC Internet does not provide data backup service to our collocation customers. Customer is responsible for customer’s own data backup. In the case of a hardware problem on customer’s equipments/servers, EC Internet will assist customers on detecting and replacing the failed hardware. Customers will be provided with a written quote for any labor fees to perform such remote hand/eye to customers. Customer is responsible to provide all hardware replacements.

September 2007