Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") is a policy governing the use of WebOps Hosting services under the terms of the General Terms and Conditions ("Agreement") between Ryan Davis, LLC, trading as WebOps Hosting ("WebOps Hosting", "we", "us", or "our"), and customers ("you" or "your"). This SLA applies separately to each account using our Services.

2. Service Commitment

WebOps Hosting will use commercially reasonable efforts to ensure that the Services are available 99.9% of the time during each monthly billing cycle (the "Service Commitment"). If WebOps Hosting does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

3. Service Availability

"Service Availability" refers to the ability of the Services to be accessed and used by the Customer. Service Availability is calculated on a monthly basis as follows:

Service Availability = (Total Minutes in a Month - Downtime) / Total Minutes in a Month * 100

Where "Downtime" is defined as the number of minutes the Services were unavailable to the Customer due to an issue with WebOps Hosting's infrastructure, excluding downtime caused by scheduled maintenance, events outside of WebOps Hosting's control, and other exclusions as noted below.

4. Service Credits

If WebOps Hosting does not meet the Service Commitment, you may be eligible to receive a credit on your account ("Service Credit"). Service Credits are calculated as a percentage of the monthly fees for the affected service based on the following schedule:

• Service Availability < 99.9% but ≥ 99.0%: 10% Service Credit
• Service Availability < 99.0% but ≥ 95.0%: 25% Service Credit
• Service Availability < 95.0%: 50% Service Credit

Service Credits are your sole and exclusive remedy for any failure by WebOps Hosting to meet the Service Commitment. The total Service Credits for any given month shall not exceed 50% of the monthly fees for the affected service.

5. Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of the Services, or any other performance issues:

• That result from a suspension or termination of your account by WebOps Hosting in accordance with the Agreement.
• Caused by factors outside of WebOps Hosting's reasonable control, including any force majeure event, Internet access, or related problems beyond the demarcation point of WebOps Hosting's infrastructure.
• That result from any actions or inactions of you or any third party.
• That result from your equipment, software, or other technology and/or third-party equipment, software, or other technology (other than third-party equipment within WebOps Hosting's direct control).
• Caused by scheduled maintenance or any other period during which WebOps Hosting provides prior notice of maintenance.

6. Scheduled Maintenance

WebOps Hosting will perform scheduled maintenance to maintain the performance and security of the Services. WebOps Hosting will provide you with at least 24 hours' notice of scheduled maintenance. During this time, the Services may be unavailable, and such unavailability will not be counted as Downtime for the purposes of calculating Service Availability.

7. Reporting and Claiming Service Credits

To receive a Service Credit, you must submit a request by sending an email to support@webops.host within 30 days of the end of the month in which the Service Commitment was not met. The request must include the dates and times of the unavailability, and the account ID. If WebOps Hosting confirms the unavailability, a Service Credit will be applied to your account within one billing cycle following the month in which your request was confirmed.

8. General

This SLA is subject to change at the discretion of WebOps Hosting. Any changes will be communicated to you and posted on our website. Continued use of the Services after the effective date of the changes will constitute your acceptance of the revised SLA.

9. Contact Information

If you have any questions about this SLA, please contact us.