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Service Level Guarantees

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99.9% Network Uptime Guarantee

Valicom Net guarantees that the Customer’s services will be up and running at least 99.9% of the time during any 12-month period. This guarantee includes network and server uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where Valicom Net has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of Valicom Net may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.

Valicom Net guarantees 99.9% Valicom Net’s network uptime and 99.9% server stability uptime. This, however, does not refer to problems stemming from:

Server Hardware Breakdown

User error(s) or purposeful interruption(s) (e.g. if a client shuts his/her own server down, Valicom Net cannot be held responsible for the downtime)

Failures due to software that is not explicitly supported by Valicom Net If a hardware crash provoked by the customer consequently happens, Valicom Net has no responsibility for the resulting downtime.

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtime occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail minimum 24-hour in advance.

Revision date: 25 January, 2023