SERVICE LEVEL AGREEMENT

This document outlines the service level agreement for USERs provisioned with Hosted Services with SAASHOST.NET.

Master Service Level Agreement

This document contains the Service Level Agreement for SAASHOST.NET. Please read it carefully as this is the official agreement in force at the present time. The agreement listed below supersedes any other written document you may have prior to today's date. Exhibits to this agreement are also available highlighting additional terms. If you have questions or comments about this agreement, please do not hesitate to contact us.

SLA Objective
THIS SERVICE LEVEL AGREEMENT ("Agreement" or “SLA”) shall apply to all Hosted Services provided by SAASHOST.NET expressly as an addendum to the Terms Of Service (“TOS”) for each customer/client/consumer/domain/administrator/end user/user ("USER"). SAASHOST.NET is committed to providing a highly available and secure network to support its USERs. Providing the USER with consistent access to Hosted Services is a high priority for SAASHOST.NET and is the basis for its commitment in the form of a SLA. The SLA provides certain rights and remedies in the event that the USER experiences service interruption as a result of failure of SAASHOST.NET infrastructure. The overall service availability metric is 99.999%, measured on a monthly basis.

Term Definitions
For the purpose of this Service Level Agreement, the terms in bold are defined as follows:

Available or Availability
When the USER who's account is active and enabled has reasonable access to the Hosted Service provided by SAASHOST.NET, subject to the exclusions defined in Downtime Minutes below.

Total Monthly Minutes
The number of days in the month multiplied by 1,440 minutes per day.

Maintenance Time
The time period during which the Hosted Service may not be Available each month so that SAASHOST.NET can perform routine maintenance to maximize performance, is on an as needed basis.

Downtime
The total number of minutes that the USER cannot access the Hosted Service. The calculation of Downtime Minutes excludes time that the USER is unable to access the Hosted Services due to any of the following:

(a) Maintenance Time
(b) USER’s own Internet service provider
(c) Force Majeure event
(d) Any systemic Internet failures
(e) Enhanced Services
(f) Any failure in the USER’s own hardware, software or Network connection
(g) USER’s bandwidth restrictions
(h) USER’s acts or omissions
(i) Anything outside of the direct control of SAASHOST.NET

SAASHOST.NET Network
The network inside of SAASHOST.NET border routers.

Problem Response Time
The time period after SAASHOST.NET’s confirmation of the Service event, from receipt of the information required from the USER for SAASHOST.NET’s Support Team to begin resolution and open a trouble ticket in SAASHOST.NET’s systems. Due to the wide diversity of problems that can occur, and the methods required to resolve them, problem response time IS NOT defined as the time between the receipt of a call and problem resolution. After receiving a report of fault, SAASHOST.NET shall use a reasonable method to provide USER with a progress update.

Affected Seats
SAASHOST.NET's Hosted Service are provided in a multi tenant architecture where seats of a USER's domain may be extended across numerous servers. USER may obtain remedy only for affected seats residing on the server experiencing Downtime exceeding the SLA.

Maintenance Notices
SAASHOST.NET will communicate the date and time that SAASHOST.NET intends to make the Hosted Services un-Available via the front page of the support web site at least forty-eight (48) hours in advance (or longer if practical). The USER understands and agrees that there may be instances where SAASHOST.NET needs to interrupt the Hosted Services without notice in order to protect the integrity of the Hosted Services due to security issues, virus attacks, spam issues or other unforeseen circumstances. Below are the Maintenance Windows and their definitions:

Emergency Maintenance
These change controls happen immediately with little notification ahead of time; however,
we will post the information to our website soon after or during the change.

Preventative Maintenance
These change controls are when we detect an item in the environment that we need to
take action on, to avoid emergency change controls in the future. These change controls, if possible, will usually occur in low peak hours with peak being defined by our network metrics.

Planned Maintenance
These are change control's being done to:

Support on-going product and operational projects to ensure optimal performance
Deploy non-critical service packs or patches.
Periodic redundancy testing.

Where possible planned maintenance will be posted 5-days prior; however, certain
circumstances may preclude us from doing so, such as an external vendor issuing a change control to SAASHOST.NET, e.g. the power company alerting us to perform power testing 48 hours ahead of time.

USER Responsibility

Minimum Requirements
The required configurations USER must have to access the Hosted Services include:

Internet connection with adequate bandwidth
Internet Browser

Control Panel
The Control Panel is provided to all USERs enabled with Hosted Services at SAASHOST.NET, therefore the USER can manage their own account and services. The USER should use discretion when granting administrative privileges to the Control Panel. For liability purposes The Support Team is not permitted to access nor perform tasks via the USER Control Panel. Mailboxes, services enabled, and storage quota facilitated in the Control Panel are billable and SAASHOST.NET is unable to provide credits due to negligence in the Control Panel. SAASHOST.NET is not responsible for downtime related to negligence in the Control Panel. An example of negligence is service unavailability caused by reaching quota limits set in the Control Panel. Another negligence example is Hosted Services disabled/deleted in error. Please note that in the case of negligence SAASHOST.NET may/may not have the ability to restore data as data restoration is reserved for disaster recovery purposes. If data is lost due to negligence and it is determined that the data or a fraction of the data can be restored, professional service fees may be applied as stated in the SAASHOST.NET Backup and Restoration Policy.

Service Levels
Term of the Service Level Agreement
This Service Level Agreement shall only become applicable to the Hosted Services upon the later of (a) completion of the “stabilization period,” as such term is defined in the Statement of Work (if any), or (b) ninety (90) days from the provisioning of Hosted Services.

Measurement
SAASHOST.NET uses a proprietary system to measure whether the Hosted Services are Available and the USER agree that this system will be the sole basis for resolution of any dispute that may arise between the USER and SAASHOST.NET regarding this Service Level Agreement.

Availability is calculated based on the following formula:
A = (T – M – D) / (T – M) x 100%
A = Availability
T = Total Monthly Minutes
M = Maintenance Time
D = Downtime

Availability	Credit Amount of Monthly Fee for Affected Seats
> 97.9% but < 99.999%	5%
> 96.9% but < 97.9%	7%
< 96.9%	9%

Problem Response Time
SAASHOST.NET’s failure to meet the Service level metric for Problem Response Time for a month shall result in a Service Level Credit calculated per incident at a credit of 50% of the monthly invoice, up to a maximum Service Level Credit of $200, for the Hosted Service (not including setup, activation fees or other services provided by SAASHOST.NET) per month. The response time per incident will vary upon the degrees defined below:

Category Level	Criteria	Problem Response Time
1	Unplanned interruption rendering the Services un-Available; no work-around	5 Minutes
2	Unplanned interruption rendering the Services un-Available; work-around available	15 Minutes
3	Services are un-Available for a single User or small percentage of USER affected	4 Hours
4	Intermittent problem	8 Business Hours

Remedy and Procedure
The USER’s remedy and the procedure for obtaining the USER’s remedy in the event that SAASHOST.NET fails to meet the Service level metrics set forth above are as follows:

To qualify for remedy:
(a) There must be a support ticket documenting the event within 24 hours of the service interruption
(b) USER account must be in good standing with all invoices paid and up to date

The USER must notify SAASHOST.NET in writing within five (5) business days by opening a support ticket and providing the following details:

Subject of email must be: "Claim Notice - 'USERDomain'.com" (USER's primary domain hosted with SAASHOST.NET must be listed in place of 'USERDomain.com')
List the type of Hosted Service that was affected
List the date the Downtime Minutes occurred
List user(s) Display Name and E-mail address affected by Downtime Minutes
List an estimate of the amount of actual Downtime Minutes
Ticket number of the documented event

SAASHOST.NET will confirm the information provided in the Claim Notice within five (5) business days of receipt of the Claim Notice. If SAASHOST.NET cannot confirm the Downtime Minutes, then the USER and SAASHOST.NET agree to refer the matter to executives at each company for resolution. If SAASHOST.NET confirms that SAASHOST.NET is out of compliance with this Service Level Agreement, the USER will receive the amount of Service Level Credits set forth above for the affected Service level metric and the affected Seats for the affected month. The SLA credit will be reflected in the SAASHOST.NET invoice to the USER in the month following SAASHOST.NET confirmation of the Downtime Minutes. Please note that SLA credits can only be applied to accounts that are in good standing with all invoices paid and up to date.

SLA Exhibits

Exhibits to this Master Service Level Agreement may be available for Hosted Services provided by SAASHOST.NET. The SLA Exhibits for each Hosted Service provides additional terms specific to the Hosted Service. The SLA Exhibits must be agreed to in addition to this Master Service Level Agreement prior to executing use of the Hosted Service.

Service Level Agreement - Exchange Exhibit

This document contains the Service Level Agreement for SAASHOST.NET. Please read it carefully as this is the official agreement in force at the present time. The agreement listed below supersedes any other written document you may have prior to today's date. If you have questions or comments about this agreement, please do not hesitate to contact us.

SLA Objective
THIS SERVICE LEVEL AGREEMENT ("Agreement" or “SLA”) shall apply to Hosted Microsoft Exchange services provided by SAASHOST.NET expressly as an exhibit to the Master Service Level Agreement (“MSLA”) for each customer/client/consumer/domain/administrator/end user/user ("USER"). SAASHOST.NET is committed to providing a highly available and secure network to support its USERs. Providing the USER with consistent email access is a high priority for SAASHOST.NET and is the basis for its commitment in the form of a SLA. The SLA provides certain rights and remedies in the event that the USER experiences service interruption as a result of failure of SAASHOST.NET infrastructure. The overall service availability metric is 99.999%, measured on a monthly basis.

Term Definitions
For the purpose of this Service Level Agreement, the terms in bold are defined as follows:

Downtime
The total number of minutes that the USER cannot access the mailbox on the Microsoft Exchange Server. The calculation of Downtime Minutes excludes time that the USER is unable to access the mailbox on the Microsoft Exchange Server due to any of the following:

(a) Maintenance Time;
(b) USER’s own Internet service provider
(c) Force Majeure event
(d) Any systemic Internet failures
(e) Enhanced Services
(f) Any failure in the USER’s own hardware, software or Network connection
(g) USER’s bandwidth restrictions
(h) USER’s acts or omissions; e.g. mailbox inaccessible due to suspension or quota overage
(i) Anything outside of the direct control of SAASHOST.NET; e.g. outage/latency due to Spam Filtering Service outage

Mail Delivery Time
The time between an email sent from the USER’s email interface (containing valid internet connection, header, and address information at our server) to a valid email address inside or outside of the USER domain. SAASHOST.NET is not responsible for undelivered mail that has departed SAASHOST.NET's network, however routed improperly due to recipient policies or configurations.

USER Responsibility

Minimum Requirements
The required configurations USER must have to access the Microsoft Exchange Server include:

Internet connection with adequate bandwidth
Internet Browser
Windows XP SP2
Outlook 2003 SP2
DNS settings provided by SAASHOST.NET must be configured in USER's DNS Zone

SAASHOST.NET recommends utilizing the latest Windows operating system, not in beta; and the latest Outlook version, not in beta. Full Access mailboxes are recommended to make use of the complete functionality of Microsoft Exchange and is fully supported by the Support Team. Copies of Outlook and Entourage are made available for Full Access mailboxes by SAASHOST.NET. Comparable operating systems and mail clients to access Email via Full Access/POP3/IMAP/SMTP can be utilized, but may not be supported. Once mail has been extracted from the Microsoft Exchange server via POP3, archiving or any other method, SAASHOST.NET no longer has visibility and may only provide limited support regarding the data.

Mobile Devices
SAASHOST.NET provides USER with access to the Microsoft Exchange server via Windows Mobile (ActiveSync) or through add-on services by use of third party software/servers. Accessing the Microsoft Exchange server via such devices are reliant upon the device hardware, device operating system, and wireless carrier. SAASHOST.NET will make commercially reasonable efforts to ensure Availability and support in configuration, but cannot guarantee accessibility due to the many factors out of SAASHOST.NET's control.

Service Levels
Term of the Service Level Agreement
This Service Level Agreement shall only become applicable to the Services upon the later of (a) completion of the “stabilization period,” as such term is defined in the Statement of Work (if any), or (b) ninety (90) days from the MX records change over date.

Mail Delivery Time
The Service level metric for Mail Delivery Time is within 5 minutes or less, 95% of the time measured on a monthly basis, subject to the exclusions defined in Downtime Minutes above. The remaining 5% will be processed, but may take longer than 5 minutes. The delivery time calculation does not include complications from outside forces including but not limited to ISP delays or failures, USER Internet connectivity issues, datacenter collocation failures, blacklisting, spam filtering, systemic Internet failures, DDOS attacks, recipient policies, recipient network, and other foreseen interruptions.

Mail Delivery Time	Credit Amount of Monthly Fee for Affected Seats
> 93% but < 95%	3%
> 91% but < 93%	5%
< 91%	7%

Service Level Agreement - SharePoint Exhibit

This document contains the Service Level Agreement for SAASHOST.NET. Please read it carefully as this is the official agreement in force at the present time. The agreement listed below supersedes any other written document you may have prior to today's date. If you have questions or comments about this agreement, please do not hesitate to contact us.

SLA Objective
THIS SERVICE LEVEL AGREEMENT ("Agreement" or “SLA”) shall apply to Hosted Microsoft SharePoint services provided by SAASHOST.NET expressly as an exhibit to the Master Service Level Agreement (“MSLA”) for each customer/client/consumer/domain/administrator/end user/user ("USER"). SAASHOST.NET is committed to providing a highly available and secure network to support its USERs. Providing the USER with consistent connectivity to the SharePoint service is a high priority for SAASHOST.NET and is the basis for its commitment in the form of a SLA. The SLA provides certain rights and remedies in the event that the USER experiences service interruption as a result of failure of SAASHOST.NET infrastructure. The overall service availability metric is 99.999%, measured on a monthly basis.

Term Definitions
Available or Availability
When the CUSTOMER who's account is active and enabled has reasonable connectivity to the Microsoft SharePoint Site provided by SAASHOST.NET, subject to the exclusions defined in Downtime Minutes below. Availability is in regard to connectivity with standard SharePoint functionality to the provisioned SharePoint site and its modification tools. Availability does not refer to customization, installation of templates, mapped drives, importing data from previous SharePoint sites or backups, or use of 3rd party applications.

Downtime
The total number of minutes that the USER cannot access the SharePoint site provisioned on the SASS PROVIDER's network. The calculation of Downtime Minutes excludes time that the USER is unable to access or modify the SharePoint site due to any of the following:

(a) Maintenance Time;
(b) USER’s own Internet service provider
(c) Force Majeure event
(d) Any systemic Internet failures
(e) Enhanced Services
(f) Any failure in the USER’s own hardware, software or Network connection
(g) USER’s bandwidth restrictions
(h) USER’s acts or omissions; e.g. disabling SharePoint in the Control Panel
(i) Anything outside of the direct control of SAASHOST.NET; e.g. site inaccessibility due to Browser or DNS caching
(j) Incorrect DNS Settings
USER Responsibility

Minimum Requirements
The required configurations USER must have to access the Microsoft SharePoint Server include:

Internet connection with adequate bandwidth
Internet Browser
Windows XP SP2
DNS settings provided by SAASHOST.NET must be configured in USER's DNS Zone

Service Level Agreement - CRM Exhibit

This document contains the Service Level Agreement for SAASHOST.NET. Please read it carefully as this is the official agreement in force at the present time. The agreement listed below supersedes any other written document you may have prior to today's date. If you have questions or comments about this agreement, please do not hesitate to contact us.

SLA Objective
THIS SERVICE LEVEL AGREEMENT ("Agreement" or “SLA”) shall apply to Hosted Microsoft Dynamics CRM services provided by SAASHOST.NET expressly as an exhibit to the Master Service Level Agreement (“MSLA”) for each customer/client/consumer/domain/administrator/end user/user ("USER"). SAASHOST.NET is committed to providing a highly available and secure network to support its USERs. Providing the USER with consistent connectivity to the Dynamics CRM service is a high priority for SAASHOST.NET and is the basis for its commitment in the form of a SLA. The SLA provides certain rights and remedies in the event that the USER experiences service interruption as a result of failure of SAASHOST.NET infrastructure. The overall service availability metric is 99.999%, measured on a monthly basis.

Term Definitions
For the purpose of this Service Level Agreement, the terms in bold are defined as follows:

Available or Availability
When the USER who's account is active and enabled has reasonable connectivity to the Microsoft Dynamics CRM Site provided by SAASHOST.NET, subject to the exclusions defined in Downtime Minutes below. Availability is in regard to connectivity with standard Dynamics CRM functionality to the provisioned Dynamics CRM site and its modification tools. Availability does not refer to customization, installation of templates, plug-ins, importing data from previous Dynamics CRM sites or backups, or use of/mapping to 3rd party applications.

Downtime
The total number of minutes that the USER cannot access the Dynamics CRM site provisioned on the SASS PROVIDER's network. The calculation of Downtime Minutes excludes time that the USER is unable to access or modify the Dynamics CRM site due to any of the following:

(a) Maintenance Time
(b) USER’s and/or User’s own Internet service provider
(c) Force Majeure event
(d) Any systemic Internet failures
(e) Enhanced Services
(f) Any failure in the USER’s and/or User’s own hardware, software or Network connection
(g) USER’s and/or Users bandwidth restrictions
(h) USER’s and/or User’s, acts or omissions; e.g. disabling Dynamics CRM in the Control Panel
(i) Anything outside of the direct control of SAASHOST.NET; e.g. site inaccessibility due to Browser caching

USER Responsibility

Minimum Requirements
The required configurations USER must have to access the Microsoft Dynamics CRM Server include:

Internet connection with adequate bandwidth
Internet Browser
Windows XP SP2

Control Panel
The Control Panel is provided to all USERs/domains enabled with services at SAASHOST.NET, therefore the USER can manage their own account and services. The USER should use discretion when granting administrative privileges to the Control Panel. For liability purposes The Support Team is not permitted to access nor perform tasks via the USER Control Panel.
Service Levels
Term of the Service Level Agreement
This Service Level Agreement shall only become applicable to the Services upon the later of (a) completion of the “stabilization period,” as such term is defined in the Statement of Work (if any), or (b) ninety (90) days from the Dynamics CRM site is provisioned.

Measurement
SAASHOST.NET uses a proprietary system to measure whether the Services are Available by sending “pings” to servers in the data center at regular intervals and by monitoring the running services on the system. The USER agrees that this system will be the sole basis for resolution of any dispute that may arise between the USER and SAASHOST.NET regarding this Service Level Agreement.