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Service Level Agreement (SLA)

The Citihosts Monthly Service Availability Target is 99.99%, and applies to all hosted products and service offerings. If a customer requests a credit, Citihosts will provide a Service Availability Credit of three percent (3%) per hour of the monthly recurring charge for such customer product or service for each hour (or fraction thereof, rounded to the nearest fifteen (15) minutes of service outage experienced by the customer in excess of the Service Availability Target, provided that in no case will the aggregate of all Service Availability Credits and Time to Repair Credits (defined below) exceed the total monthly recurring charge billed to the customer during such month.

The Citihosts Time to Repair Service Target is twelve (12) hours, and applies to all hosted products and services offerings. If Citihosts does not meet the Time to Repair Service Target for a service outage and the customer requests a credit, Citihosts will provide a Time to Repair Credit of ten percent (10%) of the monthly recurring service charge for that customer, in addition to any other applicable credits for service availability, provided that in no case will the aggregate of all Service Availability Credits and Time to Repair Credits for that customer service in a month exceed the total monthly recurring charge billed by Citihosts to the customer during such month.