HARDWARE REPLACEMENT SERVICE LEVEL AGREEMENT
We guarantee that in the event of a server hardware failure, the faulty hardware will be replaced within 3 hours of identifying the problem. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.

NETWORK UPTIME SERVICE LEVEL AGREEMENT
We guarantee network uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.

NETWORK SLA EXCLUSIONS
Many possible situations are completely beyond our control, and therefore are not in the scope of this SLA. These situations include:

• Scheduled Network Maintenance - occasionally network maintenance will be required. We will do everything possible to minimize and avoid downtime during this maintenance.
• Hardware Maintenance - on rare occasions, the hardware in our servers may need maintenance or replacement. We will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
• Software Maintenance - an important part of managing a servers is keeping the software up to date. Occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
• Malicious Attacks - if a third party not associated with us initiates a "Denial of Service" or other form of disabling attack against our servers or major portions of our network, we will do everything in our power to stop the attack, but cannot guarantee a resolution time.

NETWORK SLA REMEDY
In the event that we do not meet this SLA, clients will become eligible to request compensation for downtime. All requests for compensation must be received within 3 business days of the incident in question. The amount of compensation may not exceed the customer's monthly cost.

SSL
We use RapidSSL.com for our SSL needs. RapidSSL.com is a subsidiary of GeoTrust, a highly trusted, credible and long standing CA with an Internationally recognized brand. GeoTrust own the Equifax roots that are already present in all popular browsers and used to issue the Professional Level certificates. RapidSSL.com also owns the root used to issue RapidSSL, FreeSSL and RapidSSL Wildcard certificates. GeoTrust is a WebTrust compliant CA and holds the WebTrust Seal. RapidSSL.com certificate range offers browser recognition rates from 99 percent suitable for both test/development, lite ecommerce and high volume / high transaction value ecommerce. All certificates offered through RapidSSL.com use 128 bit industry standard SSL encryption.