HANSEN NETWORKS SERVICE LEVEL AGREEMENTS

1. DEFINITIONS. The following terms shall have the meanings set forth below.

1.1 Cloud Server” means a unique machine instance, virtual or physical.
1.2 Credit Percentage” means a credit amount calculated as a percentage of the Service Fees (and for Cloud Servers includes hourly virtual machine usage and bandwidth charges where applicable) in the affected Region.
1.3 Data Center Infrastructure Downtime” means a Host Server experiences a failure as a result of Power or heating problems.
1.4 Data Center Network” means the portion of Hansen Networks cloud network extending from the network egress point of your Host Server to the outbound port of the data center border router.
1.5 Data Center Network Downtime” means a Host Server is not reachable as a result of a failure in the Data Center Network.
1.6 Host Server” means the physical server which hosts your Cloud Server or the group of physical servers which host your Cluster, as applicable.
1.7 Power” includes uninterruptible power supplies, power distribution units and cabling but excludes Host Server power supplies.
1.8 Region” means a particular physical data center location where the Host Server exists (e.g. Las Vegas, Chicago, Ashburn).

2. CLOUD SERVERS SERVICE LEVEL GUARANTEES.

2.1 Network Availability Service Level Guarantee. Hansen Networks guarantees that its Data Center Network will be available one hundred percent (100%) of the time in any given monthly billing period. The Data Center Network will be deemed available unless a Host Server is not reachable due to Data Center Network Downtime. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each thirty (30) minutes of Data Center Network Downtime (or portion thereof), up to one hundred percent (100%) of the Service Fees.

2.2 Data Center Infrastructure Service Level Guarantee. Hansen Networks guarantees that data center HVAC (heating, ventilation, and air conditioning) and Power will be functioning one hundred percent (100%) of the time in any given monthly billing period. Data center HVAC and Power will be deemed functioning unless experiencing Data Center Infrastructure Downtime. If we fail to meet this guarantee, you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each thirty (30) minutes of Data Center Infrastructure Downtime (or portion thereof), up to one hundred percent (100%) of the Service Fees.

2.3 Cloud Server Hosts Service Level Guarantee. Hansen Networks guarantees the functioning of all Host Servers hosting the Cloud Servers or Cluster (including the hypervisor, where applicable). If a Host Server hosting a Cloud Server or Cluster fails, Hansen Networks guarantee that restoration or repair will be complete within four (4) hours of problem identification. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each additional hour of unavailability (or portion thereof), after the first four hours, up to one hundred percent (100%) of the Service Fees.

2.4 Migration Service Level Guarantee. This Migration Service Level Guarantee does not apply to Cloud Servers which are a physical machine instance. If a Cloud Server migration is required because of Host Server degradation, we will notify you at least twenty four (24) hours in advance of beginning the migration, unless we determine in our reasonable judgment that we must begin the migration sooner. Either way, we guarantee the migration will be complete within three (3) hours of the time we begin the migration. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each additional hour of unavailability (or portion thereof), after the first three (3) hours, up to one hundred percent (100%) of the Service Fees.