WEB SITE AVAILABILITY SERVICE LEVEL AGREEMENT FOR WINDOWS SHARED HOSTING ACCOUNT SERVICES

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1. Coverage; Definitions

   This Web Site Availability Service Level Agreement (SLA) applies to you ("customer") if you have ordered any of the following Shared Windows 2000 / 2003 hosting account services from Re-invent Technologies (the "Services") and your account is current (i.e., not past due) with Re-invent Technologies: Windows 2003 / 2000 Shared Web Hosting Plans (SH-1, SH-2, HE-25, HE-50, HE-100, HE-200, HE-350 or HE-300 and HE-400 prior to October 1 2003) or the Windows 2003/2000 JSP/Servlet Web Hosting Plans (JS-50, JS-100, JS-200, JS-300). As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer's Web site is available for access by third parties via HTTP and HTTPS, as measured by Re-invent Technologies.

    

2. Service Level

    

   1. Goal:

      Re-invent Technologies goal is to achieve 100% Web Site Availability for all customers.

       

   2. Remedy:

      Subject to Sections 3 and 4 below, if the Web Site Availability of customer's Web site is less than 99.9%, Re-invent Technologies will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

      Web Site Availability	Credit Percentage
      99.9 to 100%	0%
      99.899% and below	100%

    

3. Exceptions

   Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:

    

   1. circumstances beyond Re-invent Technologies reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or problems caused by other customers' web sites hosted by Re-invent Technologies that could effect your site in a shared hosting environment,  or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;

       

   2. failure of access circuits to the Re-invent Technologies Network, unless such failure is caused solely by Re-invent Technologies;

       

   3. scheduled maintenance and emergency maintenance and upgrades;

       

   4. DNS issues outside the direct control of Re-invent Technologies;

       

   5. issues with FTP, POP3, or SMTP customer access;

       

   6. false SLA breaches reported as a result of outages or errors of any Re-invent Technologies measurement system;

       

   7. customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, JSP, Servlets, etc.), any negligence, willful misconduct, or use of the Services in breach of Re-invent Technologies Terms and Conditions and Acceptable Use Policy;

       

   8. e-mail or webmail delivery and transmission;

       

   9. DNS (Domain Name Server) Propagation.

       

   10. outages elsewhere on the Internet that hinder access to your account. Re-invent Technologies is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Re-invent Technologies will guarantee only those areas considered under the control of Re-invent Technologies: Re-invent Technologies server links to the Internet, Re-invent Technologies routers, and Re-invent Technologies servers.

    

4. Credit Request and Payment Procedures

   In order for you to receive a credit on your account, you must request such credit within ten (10) business days after you experienced no Web Site Availability. You must request credit by sending a Customer Support Ticket from our Customer Portal by logging in at https://www.re-invent.com/myreinventlogin.asp with your Domain Name and Password. For verification you must include the dates and times of the unavailability of your Web site, and such other customer identification requested by Reinvent. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no Web Site Availability. Re-invent Technologies is not an insurance agency.

   Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by Re-invent Technologies and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Web Site Availability of customer's Web site.