EXCHANGE AVAILABILITY

VI Guarantees that the Managed Exchange platform will be available 99.9% of the time in any given calendar month, excluding time required for maintenance.

Downtime exists when Exchange users are unable to send and/or receive email, or use Calendars, Contacts, Tasks, Notes, and Public Folders as a result of a failure of the Managed Exchange service. The service will be deemed unavailable and eligible for compensation from the time VI and/or Customer has noted the failure through the VI support system.

CREDITS

Service Credits are applicable should the Network become unavailable. The Total Outage Period shall be calculated in the following manner:

The Outage Incident Start time of a Service being unavailable shall be defined and measured from the time the fault is detected by us or is reported to our Support Desk and a support call ticket has been originated

The Outage Incident End time of the period of unavailability shall be deemed as the time at which the service can be demonstrated to be available by a PING command or that the support call ticket has been resolved.

The Total Outage Period shall be the period, or sum of multiple periods as applicable within any calendar (excluding any period of planned downtime) from the Outage Incident Start time to the

Outage Incident End time, each as outlined above.

The Total Monthly Time Period is calculated by taking the 24 hours in each day and multiplying these by the average number of days in each calendar month (365 days per year, divided by twelve months = 30.42 days per month).

If, during any given calendar month the Total Outage Time is greater than 0.01% of the Total Time Period of the calendar month, then the service shall be deemed to have been unavailable for an unacceptable period. The customer shall be provided a credit against future Service

Subscription Fees, or equivalent charges on presentation of a written claim within 30 (thirty) days of the first occurrence of the Outage, a sum equal to the amount of Service Subscription Fee pro-rated for the period of the Total Outage Time less the pro-rated sum for the first 0.01% of the given calendar month.

The provision of Service Credits is the sole compensation available to customers in the event the services are unavailable. This SLA is supplemental to VI's standard terms and conditions, which apply to all services supplied

BACKUP
VI will back up all Exchange data down to mailbox level. The data is overwritten on a 28 day cycle