Service Level Agreement

Application of Rockclimb Networks SLA

These Rockclimb Networks Service Level Agreements (SLAs) provide Customer with certain rights and remedies regarding the performance of the Rockclimb Networks and servers (as defined below). Use of Rockclimb Networks Service constitutes acceptance and agreement to Rockclimb Networks TOS (Terms of Service) as well as Rockclimb Networks (Billing agreement) available on www.Rockclimb


For purposes of these Rockclimb Networks SLAs, the following terms have the meanings set forth below:

* "Base Monthly Service Fee" consists solely of the base monthly fee paid by Customer for the affected Rockclimb Networks service and excludes all other fees which might be charged to Customer, including, by way of example and not limitation, set-up fees, fees for local loop, space rental fees, charges for additional services such as managed services, incremental bandwidth usage or hard drives beyond that which is available without additional charge under Rockclimb Networks standard rates, hourly support, and other types of optional additional services.

Summary of Rockclimb Networks SLAs

As described in more detail below, this Rockclimb Networks SLAs provides commitments based upon goals in the following key areas:

Rockclimb Networks Availability

99% Service Uptime Guarantee.

Due to our extensive network infrastructure, Rockclimb Networks can provide its customers with a 99% Network Uptime.

Guarantee. In the event that any service does not experience 99% uptime in a given month, Rockclimb Networks will credit 5% of customer's base monthly service fee for the first hour of downtime and subsequently an additional 5% for each hour of downtime thereafter with a maximum of an 80% refund. Any emergency scheduled downtime taken by Rockclimb Networks will not apply towards this downtime calculation, nor to the credit calculation. This guarantee applies to Rockclimb Networks network uptime and not to any hardware, software or services running on a customer's server.