This SLA may be amended at any time by North Storm Media Networks.

1. Definitions

1.1 

("Standard Network Based Security") is defined as the overall core network security that North Storm Media Networks provided every customer. This security is provided on the network level and includes secure router configurations, frequent network scans, and overall knowledge of maintaining a secure network. This service does not imply any server based security, firewalls, DDOS/Attack protection on the server level, or Anti-Virus based protection. 24/7/365 Technical Support

("Hard/Soft Manual Reboots in 10 Minutes or less") is defined as your request being processed in 10 minutes or less for server reboot requests. The North Storm Media Networks Support team prefers the soft/hard reboot system as it preserves overall integrity of hardware and operating systems. The 10 minute turnaround time is defined as the time you place the request until the power or reboot command is issued. In some cases additional time is required by operating system software to perform necessary functions on the server. Best effort is made to make server reboots as quick as possible.

("Online Bandwidth Monitoring Tool") is defined as the real-time MRTG graphs provided for you to review bandwidth usage. North Storm Media Networks charges bandwidth on a per GB basis.

("24/7/365 Technical Support") is defined as having direct access to our technical support team 24 hours a Day, 7 Days a week, 365 days a year. Support is provided via live chat, ticket system, and e-mail. All support provided is free of charge pending the server task that is being requested takes less than 10 Minutes. All requests that take greater than 10 minutes are considered a portion of your pre-paid support or charged at $45 per 15 minutes. All billable tasks performed require prior approval from client with proper authentication.

("10 minute or Less Advanced Technical Support") is defined as the "FREE" support provided with your dedicated server solution. In the event that tasks are projected in taking longer than 10 minutes they are considered part of our pre-paid support or charged at $45 per 15 minutes. All billable tasks performed require prior approval from client with proper authentication

("On-Demand Security Audit") is defined as a customer initiated request of a Security Audit on the server. Security Audits are comprised of standard tools and basic security scans to review and look for abnormalities on the server. This service does not include the repair, but can include OS patches and upgrades it is determined this will correct or enhance the security on the server. (1 Per Month)

("Server Anti-virus Protection") is defined as file based anti-virus software that will be installed on the server to protect your server from malicious viruses. Virus definitions will be updated on a monthly basis as well as a full scan of the server will take place. Customer will be provided alerts to any viruses that are found and quarantined.

("O/S Hardening Services") is defined as customer initiated request to secure the server with patches, permission tweaks, application scans, and review of log files. A level 3 system administrator will spend time reviewing the configuration of the operating system, applying best practice procedures, and making sure the server is secured to highest degree

("Hardware Based Firewall Protection") is defined as the inclusion of a hardware based firewall for protecting your server. Firewall increase security and properly configured will prevent disaster from occurring. With this service our administrators will configure and maintain the hardware based firewall

1.1.3 Co-Location Services is defined as servers that are property of the Clients while rack space, bandwidth, and Ethernet ports are rented from North Storm Media Networks on a monthly basis. All services performed on the server come without warranty or guarantee. Client is responsible for supplying replacement parts, hot swappable hardware, and all required software media. All services performed on the co-located servers are subject to a $180 an hour labor fee, which must be approved by the customer in question before said services are provided. Co-Location Clients that utilize North Storm Media Networks have an option to participate in Managed Services, as detailed above. This is subject to the approval of a North Storm Media Networks System Administrator and will incur an additional monthly fee

1.2. North Storm Media "Network" is defined as the equipment, software, and facilities within the North Storm Media Networks network segment, including North Storm Media Networks contracted ISP services to which the North Storm Media Networks network segment is connected and collectively utilized by North Storm Media Networks to provide dedicated and co-location services

1.3. Service Availability is the total time in a calendar month that the North Storm Media Networks is available through the Internet, provided that Client has established connectivity. North Storm Media Networks takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. The North Storm Media Networks Network will be available to clients free of Network Outages for 99.9% of the time

1.4. Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section 1.3, provided the interruption is determined to have been caused by a problem in the immediate North Storm Media Networks network segment as confirmed by North Storm Media Networks. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. North Storm Media Networks provides direct support and expertise in any software it directly provides, while any unplanned outages due to third-party software failure are the direct responsibility of the software publisher and not of North Storm Media Networks

1.5. Scheduled Service Downtime is any North Storm Media Networks interruption of Managed Services. Scheduled Service Downtime occurs during a North Storm Media Networks standard server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication. Said downtime is coordinated with the Client to the best of North Storm Media Networks abilities as to align the window of maintenance with the Client's explicit wishes

1.7 Monitoring Service is the service North Storm Media Networks provides in order to analyze availability of TCP/IP based services and applications through its internal monitoring system. To participate in this, North Storm Media Networks must have valid administrative access to repair the server in the event of a service or operating system failure

1.8 Billable System Administration is operation, configuration, performance tuning, security configurations, and any interaction with the operating system or software installed on the server in question that is not already provided within the service plan of the server in question. Support provided to the client that requires North Storm Media Networks to login to the server can normally be considered Billable System Administration. Fees for said services are billed out at a $45 minimum charge with hourly rates of $180

3. Service Exclusions
3.1. This SLA does not cover Service Downtime caused by problems in the following:

3,1.1. Client's local area network

3.1.2. Client-provided Internet connectivity or end-user software

3.1.3. Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment

4. Service Downtime Exclusions
4.1. The following are excluded from the monthly calculation of Service Availability

4.1.1. Any utilized Scheduled Service Downtime

4.1.2. Any problems beyond the immediate North Storm Media Networks network segment

4.1.3. Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to, the following:

4.1.3.1. Inaccurate configuration

4.1.3.2. Non-compliant use of any software installed on the server

4.1.3.3. Client initiated server over-utilization

4.1.3.4. Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits

5. Billable System Administration which is defined in section 1.8 includes the following
5.0.1 System Administration of the client's server

5.0.2 Software installations performed by our staff

5.0.3 Virus and Security Scans of the server

5.0.4 Configuration of the operating system, services provided on the server, and custom software installed on the server

5.0.5 Security auditing and resource management of the server

5.0.6 Patches, upgrades, and service pack installations

6. Server Hardware for Fully Managed, Semi-Managed, and Unmanaged Servers
6.01 Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array

6.0.2 Hardware replacement will occur within 24 hours of the reported problem, North Storm Media Networks will refund 25% of the monthly fee per additional 24 hours of down time.

6.03 Restoration is defined as returning the server to its original configuration, as per the date the server first went live on the network. If hardware failure causes corrupted operating system, data files, or damaged service configurations, North Storm Media Networks will restore the system to original state

6.04 North Storm Media Networks is not responsible for the restoration of data to server. If hardware failure is experienced and subsequent data loss occurs, client is ultimately responsible for data restoration. North Storm Media Networks shall not be liable for loss of data under any circumstance

6.05 North Storm Media Networks does not take responsibility for the overall security of servers. If servers are compromised in any way, North Storm Media Networks reserves the right to immediately audit the server. Our medium to upper-tier dedicated service plans receive monthly security auditing as part of the overall Personal System Administrator's program but security is the responsibility of the client. North Storm Media Networks reserves the right to cancel service if servers are compromised via the implementation of weak password schemes or via other blatant disregard to simple security measures. A fee of $180 per hour will be incurred in respect to any security related work performed due to any such server being compromised.