Hron One Group understands the importance of network availability to our customers. Thus we are making commitments to our customers in the form of a Service Level Agreement (SLA). We have developed the following SLA to insure maximum performance and uptime.

Network Uptime Guarantee

Hron One Group guarantees that the network will be available 99.9% of the time in a given month, excluding scheduled maintenance. If Network Availability does not meet our 99.9% uptime guarantee, credits will be made available to each client on a case-by-case basis, not to exceed 50% of their base monthly fee. Network uptime includes all network infrastructure including routers and switches but does not include services or software running on the client's server. Network downtime exists when a customer is unable to send data to or receive from a server in our network and such failure is entered into our Trouble Ticket System. This downtime must be confirmed by our own monitoring services.

Power Availability Guarantee

Hron One Group guarantees 100% uninterrupted electricity in a given month. If 100% uninterrupted electricity is not met, credits will be made available to each client on a case by case basis, not to exceed 50% of their base monthly fee. Power availability includes power from UPS's to each individual rack but does not include power supplies on individual servers.

Exceptions

• Delinquent customers.
• Scheduled maintenance.
• Any networks or network equipment not owned or controlled by Hron One Group.
• Customers in breach of Hron One Group's Terms and Conditions and Acceptable Use Policy.
• DNS (Domain Name Server) issues outside the direct control of Hron One Group.
• Customers which run IRC/IRCd.
• Hardware failures.
• Hron One Group strongly recommends the purchase of an additional server for backups. All backups are the responsibility of the customer.
• Interruption of service caused by clients, their employees, customers, etc, including but not limited to over-utilization and misconfiguration.

Credits

In order to receive credit the client must submit a trouble ticket with in seven (7) days of the outage. The date and approximate time must be included in the trouble ticket. If Hron One Group confirms the outage a credit will be applied with in seven (7) business days.