LEGAL AGREEMENT FOR OUR SERVICES

Introduction

This paper sets forth our pledge to provide top-notch service quality. ServerMO has invested substantial resources in establishing one of the most resilient networks available in the market. This achievement is the result of the following measures:

• Redundant routers and switches
• Multiple upstream providers
• Continuous 24x7 monitoring of critical network components

Support Communication Escalation:

• First: Contact us at 1-833-247-4678
• Second: Submit a support ticket via our Support Department Support Department
• Third: Reach out via email at sales@servermo.com

Servermo guarantees uninterrupted Internet transit(measured on a monthly basis) and continuous power supply, both with a 100% uptime commitment. In case of Internet transit or power interruptions exceeding the 100% minimum for a cumulative period of up to 1 hour within a month of service, the client is eligible for an account credit equivalent to 5% of the Recurring Monthly Fees for the affected services for each additional hour of unavailability, not exceeding 50% of the client's Recurring Monthly Fees unless otherwise specified.

Unless otherwise indicated, all credit calculations will be based on increments of 1 hour of unavailability. This agreement does not cover outages resulting from equipment or events under the control of the client. It also excludes outages due to scheduled or emergency network and facility maintenance, which will be communicated to all customers in advance through , and our website, not exceeding 180 minutes per month.

Credit issuance will not exceed 50% of the client's Recurring Monthly Fees for the respective month, unless otherwise stated. Additionally, all credit requests must be submitted within 30 days of the incident.

To request a credit via email, please contact sales@servermo.com with your account name and the duration of the outage. Your accounts should not have any overdue payments when requesting an SLA credit.

To request a credit via a support ticket, please submit it to: the Billing Department.

DEDICATED SERVER HARDWARE SLA

Servermo guarantees a swift response to hardware issues with a 12-hour hardware replacement SLA for all current dedicated server offerings. The 12-hour countdown starts upon the confirmation of a hardware problem via a ticket response, provided that immediate maintenance is specified. If the hardware isn't replaced within the initial 12-hour timeframe after the issue is detected, you have the option to request a 10% SLA credit. An additional 10% credit can be claimed for every subsequent 12-hour period of delay. To initiate a credit request, please email the outage details and duration to sales@Servermo.com. It's important to note that credit requests must be submitted within 30 days of the incident, and the total credit amount cannot exceed 50% of the monthly fee for the affected server.

ServerMO is committed to delivering a minimum of 99.99% uninterrupted access to your website, email, and related services. In the event that your services experience downtime exceeding 0.01% cumulatively in any given month, you are entitled to a credit equal to 5% of your pro-rated recurring monthly fees for that month, plus an additional 5% for each extra hour during which your website or related services remain unavailable. This credit cannot exceed 50% of your monthly recurring charges.

All credit calculations are based on increments of 1 hour of unavailability. Please be aware that this agreement does not cover outages resulting from client errors or account transfers. Additionally, it excludes outages caused by scheduled or emergency network and facility maintenance, which will be communicated to all customers in advance through our Billing Department webpage and will not exceed two hours per month.

The maximum credit amount for any client will not surpass 50% of their Recurring Monthly Fees for the relevant month. All credit requests must be made within 30 days of the outage.

To request a credit, please send an email to sales@Servermo.com including your account name, the outage's duration, and the time span.

ULTIMATE DDOS MITIGATION SLA

The Ultimate DDoS Mitigation Service Level Agreement (UDM SLA) offers customers a set of assurances and solutions related to ServerMO's performance in delivering DDoS Protection Service, specifically for Layer 3 to Layer 4 (as defined below).

For the purposes of this DDoS Protection Service - DPS Core SLA, the following terms have the specified meanings:

• Ultimate DDoS Protection (UDM): This refers to the service provided by ServerMO to mitigate the effects of Denial of Service Attacks on customers' Internet connectivity, which is delivered via the ServerMO Backbone.
• ServerMO Backbone: This is ServerMO's network infrastructure, owned and operated solely at selected points of presence where ServerMO offers DDoS Protection Service (referred to as "Selected POPs").
• ServerMO Network Operations (ServerMO NOC): This consists of the team at ServerMO responsible for operating, monitoring, and supporting the network infrastructure exclusively within the Selected POPs where ServerMO provides DDoS Protection Service (DDoS Protection).
• ServerMO Network Security (ServerMO Security): This team is responsible for operating, monitoring, and supporting DPS Core.
• DDoS Attack (Attack): Denotes a Denial of Service attack on the Internet connectivity provided to customers over the ServerMO Backbone.
• DDoS Mitigation Event (Event): Refers to the steps taken by ServerMO Network Security, utilizing the Backbone, to reduce the adverse impacts caused by an Attack.
• Null Routes (Nulls): In instances where a DDoS attack isn't adequately mitigated and it impacts our Backbone and other customers, ServerMO reserves the right to null route the IP for up to 24 hours to investigate the problem and prevent future null routes.
• Trouble Ticket: This is a customer incident report generated by the ServerMO NOC within its ticketing and tracking systems.
• Mitigation Request Response Time (Response Time): This specifically measures the time between the opening of a Trouble Ticket by a customer with the ServerMO NOC requesting a DDoS Mitigation Event and the point at which ServerMO Network Security contacts the customer (or attempts to do so) to commence the necessary troubleshooting and investigation. It does not pertain to the time between the opening of a Trouble Ticket and the implementation of measures required to mitigate an Attack.
• Event Fee: This consists of fees associated with a specific Event, incurred by the customer.
• Access Control List (ACL): It denotes a packet filtering method designed to permit or deny network access by IP address or network protocol between a customer's network connection and the ServerMO Backbone.
• Standard ACL Change Request: This refers to an ACL change request submitted to the ServerMO NOC or ServerMO Security that will be reviewed within one business day, with deployment scheduled upon approval. It may include new ACL(s), modifications to existing ACL(s), and/or removal of ACL(s).
• Emergency ACL Change Request: This pertains to an ACL change request submitted for immediate review to the ServerMO NOC or ServerMO Security, with deployment scheduled upon approval. Similar to the Standard ACL Change Request, it may include new ACL(s), changes to existing ACL(s), and/or the removal of ACL(s).
• Included Standard ACL Change Requests: This specifies the number of Standard ACL Change Requests included as part of the monthly subscription.
• Standard ACL Change Request Rate: This signifies the fee associated with each Standard ACL Change Request.
• Emergency ACL Change Request Rate: This represents the fee linked to each Emergency ACL Change Request.
• Emergency ACL Change Request Response Time: This specifically measures the time between the opening of a Trouble Ticket by a customer with the ServerMO NOC, requesting an Emergency ACL Change, and the time when ServerMO Network Security or the ServerMO NOC contacts the customer (or attempts to contact the customer) to initiate the review process for the intended Emergency ACL Change Request. It does not refer to the time between the opening of the Trouble Ticket and the deployment of the ACL change.
• “Emergency ACL Change Request Response Time” refers only to the period of time between the opening of a Trouble Ticket by Customer with ServerMO NOC requesting an Emergency ACL Change Request and the time when ServerMO Network Security or the ServerMO NOC contacts Customer (or attempts to contact Customer) to begin the review process of the intended Emergency ACL Change Request. Emergency ACL Change Request Response Time does not refer to the period of time between the opening of a Trouble Ticket by Customer with ServerMO NOC for an Emergency ACL Change Request and the deployment of the ACL change.

Response Time
If a customer suspects they are being targeted by a Denial of Service Attack and wishes to initiate mitigation, there are various methods for them to open a trouble ticket for this purpose. When mitigation requests are made through telephone to the ServerMO NOC (1-833-247-4678) or the Billing Department via a ticket, the ServerMO Network Security Team commits to responding to the customer's request within 60 minutes. In cases where this Response Time commitment is not met, ServerMO will provide the customer with a credit amounting to 50% of the Event Fee paid by the customer, or 50% of the Event Fee that would have been paid by the customer, should the mitigation fall within the "Included Mitigation Days."

ACL Change Request Response Time
When a customer wishes to make a standard, non-emergency adjustment, change, or removal to an Access Control List (ACL), they have several methods at their disposal to create a trouble ticket for a Standard ACL Change Request. If Standard ACL Change Requests are submitted via telephone (1-000-000-0000) to the ServerMO NOC or ServerMO Network Security or through the Customer Portal, the ServerMO Network Security Team commits to responding to the customer and commencing a review of the ACL request within one business day of the request submission. If ServerMO fails to meet this Standard ACL Change Response Time commitment, the customer will receive a credit equivalent to 50% of the Standard ACL Change Request Rate paid by the customer, or 50% of the Standard ACL Change Request Rate that would have been paid by the customer, in cases where the obligation for Standard ACL Change Request Response Time is not fulfilled.

Exceptions
The DDoS Protection SLA does not entitle the customer to credits in the following circumstances associated with or caused by the ServerMO Backbone:

• Events beyond ServerMO's reasonable control, including governmental actions, war, insurrection, sabotage, embargo, fire, flood, strikes, or other labor disturbances, transportation interruptions or delays, unavailability or interruptions in telecommunications or third-party services, failures of third-party software, or inability to obtain necessary raw materials, supplies, power, or equipment required for providing the DDoS Protection Service.
• Failures of access circuits to the ServerMO Backbone.
• Scheduled maintenance, emergency maintenance, and upgrades.
• DNS issues outside of ServerMO's direct control.
• False SLA breaches reported due to outages or errors in any of ServerMO's measurement systems.
• Customer's actions or omissions, or those of others authorized or engaged by the customer, including negligence, willful misconduct, or use of the ServerMO Backbone or DDoS Protection Service in violation of ServerMO's Terms and Conditions of Service or Acceptable Use Policy

Network/Global IP Transit SLA

ServerMO is dedicated to maintaining its network to ensure the highest possible Internet performance for all customers. To fulfill this commitment, ServerMO offers the following guarantees to all on-site Internet clients:

• A 100% guarantee of uninterrupted Internet access.
• Packet loss will not exceed 0.1% within an average 30-day period (applicable to Level 3/PCCW Carriers Only).
• The average jitter on ServerMO's backbone network will be 285ms or less.
• The maximum jitter on ServerMO's backbone network will not exceed 10ms for more than 0.1% of a calendar month.
• The average latency on ServerMO's backbone network will be 50ms or less for the North America (NA) Network, 80ms or less from NA to the Trans-Atlantic Network, 130ms or less from NA to the Trans-Pacific Network, and 285ms or less between Asia and Europe.
• Zero packet loss within ServerMO's network.

If a customer suspects any network outages, they can initiate the process by opening a trouble ticket to request mitigation. In the event of an outage report, it should be submitted to the ServerMO NOC via telephone (1-000-000-0000) or through the Billing Department. The ServerMO Network Security Team commits to responding to the customer's request within 60 minutes.

In addition to the above performance guarantees, ServerMO will, for all premium network clients, take every possible measure to ensure that all client traffic reaches its destination in a timely manner, similar to and in line with the performance of any other carrier in the region. These measures include optimizing routing tables to direct traffic to the Internet through the best available upstream link. ServerMO also guarantees that efforts will be made to minimize any negative impact on users due to DDoS attacks from other customers on our network. Null routing of an IP address is considered a last resort on our network, with filtering being the initial approach. Downtimes related to null-routing of an IP or billing issues are not counted against the SLA.