1. Service Level Agreement

This Service Level Agreement ("SLA") applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions from bodHOST (the "Company") and whose account is current (i.e., not past due).

2. Service Level Goal

bodHOST is a fully managed web server hosting provider. Our goal is to improve our services and resolve issues that clients may encounter with their server environments. Our support technicians are experienced with web servers, operating systems, software applications, and databases. While bodHOST strives to provide complete support, resolution can only be guaranteed for technologies and services within our supported scope.

3. Covered Issues

bodHOST provides support coverage for the following areas:

• Hardware - Server hardware installed and maintained by bodHOST is covered under the Hardware Replacement SLA.
• Network & Power - Network and power systems monitored and maintained by bodHOST are covered under the Network & Power Availability SLA.
• Operating System - Operating systems are installed with the latest available updates and security patches before delivery of server credentials.

4. Supported Operating Systems

Operating System installed with latest updates and patches. Automatic updates will be enabled on your server prior to delivery of the server login credentials. Manual updates, security patches, policy configurations, OS re-installation, troubleshooting OS issues covered for the following Operating System.

• Windows Server 2003
• Windows Server 2008
• CentOS
• Fedora Core
• Red Hat Linux
• Debian
• Ubuntu
• FreeBSD

5. Software Support

Due to the large number of software applications available today, support guarantees apply only to software platforms that our engineers are trained to support.

6. Other Supported Services

bodHOST provides assistance with:

• Server Migrations
• Server Audits
• Load Balancing
• Fail-over Solutions
• Cluster Services

7. Non-Covered Issues

bodHOST does not provide technical support for custom-developed software applications. Only publicly available or open-source software falls within the standard support scope. Custom-coded applications remain the responsibility of the customer unless covered under a separate service agreement.

8. Support Exceptions

Customers are expected to perform routine administrative tasks including:

• Adding Websites
• Managing Email Accounts
• Basic DNS Configuration
• Routine Server Reboots

BodHOST reserves the right to determine the level of support provided. Support resources are allocated based on up to two hours of support per server per month.

9. Network & Power Uptime SLA

This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions with bodHOST and whose account is current. "Availability" refers to the percentage of time services remain accessible over a calendar month.

Service Level Goal: bodHOST aims to achieve 100% Network and Power Availability.

Remedy: If service availability falls below the committed service level, bodHOST will provide service credits according to the following schedule.

10. Credit Percentage Structure

11. Network & Power SLA Exceptions

This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions with bodHOST (the "Company") and your account is current (i.e., not past due). As used herein, "Availability" refers to percentage of a month (24 hours a day for number of days in a month) that client's services are available for internet access, as measured by the Company ( bodHOST ).

• Government actions, war, civil unrest, or force majeure events
• Fire, flood, natural disasters, and transportation delays
• Telecommunications failures and third-party service outages
• DDoS attacks, hacking incidents, and virus infections
• Scheduled or emergency maintenance
• DNS issues outside bodHOST control
• FTP, POP, IMAP, SMTP related issues
• Domain propagation delays
• Internet-wide outages
• Browser caching issues
• Customer actions, negligence, custom coding, or Terms violations
• Hardware failures covered under the Hardware Replacement SLA

12. Credit Requests

Credit requests must be submitted through a support ticket or by emailing [email protected].

• Domain Name
• Registered Email Address
• Date and Time of Incident
• Details of Service Interruption

Approved credits will be applied to the next billing cycle and cannot be redeemed for cash.

13. Hardware Replacement SLA

This SLA applies to bodHOST-owned hardware provided with eligible hosting services. "Replacement Time" refers to the time required to replace defective hardware components.

Service Level Goal: bodHOST aims to provide immediate replacement of defective hardware whenever possible.

14. Hardware Replacement Credit Structure

15. Hardware SLA Exceptions

This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions with bodHOST (the "Company") and your account is current (i.e., not past due). As used herein, "Replacement Time" refers to time utilized to replacement of defective server components with working components of better quality, as measured by the Company (bodHOST).

• Force majeure events
• Scheduled maintenance
• Emergency maintenance
• Customer-caused issues
• Missing account verification information
• Missing server identification information
• Failure to respond to communication requests
• Terms of Service or AUP violations

16. Support & Remote SLA

This SLA applies to clients who have Virtual Private Servers, Dedicated Web Servers, Cloud Servers and Offsite Backup solutions with bodHOST (the "Company") and your account is current (i.e., not past due). As used herein, "Response Time" refers to time taken by bodHOST support personnel to acknowledge requests from Clients, as measured by the Company.

Service Level Goal: bodHOST aims to provide support 24 hours a day, 365 days a year.

Response Time refers to the time taken by bodHOST support personnel to acknowledge a support request.

17. Support Response Credit Structure

18. Support SLA Exceptions

Client shall not receive any credit under this Service Level Agreement in respect with any failure of Response Time guidelines in the following scenario:

• Force majeure events
• Scheduled maintenance
• Emergency maintenance
• Customer-caused delays
• Incomplete account verification
• Missing service information
• Terms of Service violations
• Acceptable Usage Policy violations
• Third-party software failures

19. Credit Request Procedure

Requests for support SLA credits must be submitted through a support ticket or by emailing [email protected]. All requests must include the domain name, registered email address, incident details, and date of occurrence.

20. SLA Credit Limitations

Notwithstanding anything to the contrary herein, the total amount credited to a client in any particular month under this Service Level Agreement shall not exceed the amount paid by the client for the affected service during the applicable billing period. Credits exclude taxes and are non-refundable, non-transferable, and may not be redeemed for cash.