SERVICE LEVEL AGREEMENT (SLA)

SERVICE LEVEL AGREEMENT (SLA)

This agreement covers the provision and support of the Managed Networking Services and details the service targets and obligations set and maintained by One...Solutions. Further, it details the actions and recourses made available to the Customer should  the  service  not  meet  these  obligations.    This  SLA  forms  a  binding  agreement  between  One…Solutions  and   the Customer. This agreement remains valid until revised.

This SLA includes:

Network Services description Data Centre Services description Customer Service and Support Remedies for Service Failure

One...Solutions makes customer service our business; what is contained herein is our promise to you, our Customer. Note: This SLA does not apply to any feature of the Services not specifically identified in the SLA, or to any feature One…Solutions  identifies  as  “beta”.    If  One…Solutions  chooses  to  provide  SLA  coverage  for  beta  features,  such  choice  will   not impose any obligation  on  One…Solutions,  and  One…Solutions  may  reverse  such  choice  at  any  time.

Service Guarantees

The Managed Networking Services provides for a range of connectivity and networking options. One...Solutions is confident in the reliability of its network, and guarantees its Availability. For all Networking services, the following Service Levels apply:

Internet service: 99.5% uptime during the course of any 3-month period. This is equivalent to 216 minutes of downtime during a 30-day month, for 24 hours / 7 day service.

Note: Internet connectivity will be provided at or above the guaranteed minimum rate specified in the Service Agreement. The actual bit-rate attained for external requests is dependent upon factors outside the control of One...Solutions, including Internet routers and servers in various parts of the world and controlled by various providers.

Local connectivity service: 99.9% uptime during the course of any 3-month period. 99.9% is equivalent to 43 minutes of downtime during a 30-day month, for 24 hours / 7 day service.

For each of the above services to which the Customer subscribes, the appropriate segments are monitored for loss of connectivity 24 hours per day, 7 days per week, 365 days per year. When loss of connectivity is identified, the connection where the failure has occurred is checked, and the problem is corrected if it can be addressed by the One...Solutions Network Operations Center (NOC).

2. DATA CENTRE SERVICES

Data Centre services provide for a range of business services. They include: Managed Security

One...Solutions is confident in the reliability of its data centre, and guarantees its Availability. For all Data Centre services, the following Service Levels apply: 99.95 % uptime during the course of any 3-month period. 99.95% is equivalent to 21 minutes during a 30-day month, for 24 hours / 7 day service.

For each of the above services to which the Customer subscribes, the appropriate services are monitored for operational impairment 24 hours per day, 7 days per week, 365 days per year. When an operational problem is detected, the problem is addressed by the One...Solutions Managed Services Operations Center (MSOC).

3. ONE...SOLUTIONS CUSTOMER SERVICE AND SUPPORT

One... Solutions will maintain a Technical Support Group to field and resolve customer questions and issues; a Network Operations Centre; and a Managed Services Operations Centre, each with appropriate customer information, network, and service management systems, and staffed 24 hours per day by trained support personnel.

The Technical Support Group is your first point of contact for any service-related issues or questions. Support staff can be reached by:

Phone to: +256 417 335 999. E-mail to: support @onesolutions.ug

If all Technical Support agents are unavailable, an effort to return all messages (with a telephone call) within 10 minutes will be made. More than 99% of all support desk voice and e-mail messages will be handled within 10 minutes of message receipt.

4. SERVICE DEPLOYMENT AND COMMISSIONING

One...Solutions will install the service within three (3) business days per site from the date of receipt of the signed sales agreement, service level agreements, and of payment in full for the Setup fees and initial Monthly Charges; unless

otherwise agreed, or installation is delayed by the Customer. Billable service will be considered to have commenced when the service is successfully deployed.

The Customer must provide access to all accessible areas including rooftops and service ducts, and must acquire permissions for building access from landlords as necessary. Excessive delay in providing access may result in delays in service deployment. Repeated failure to provide access may result in additional Setup charges to provide for costs of deployment staff and transportation.

The Customer must ensure that the specified site(s) are appropriately staffed during deployment in order to facilitate and expedite One...Solutions' deployment, fault isolation and commissioning.

One...Solutions warrants that works shall be performed by appropriately qualified personnel, with due care and diligence to standards of quality consistent with or exceeding industry standards.

Services Procedures

5. REMEDIES FOR SERVICE FAILURE

In the event that the Services do not achieve the performance levels described below, One...Solutions will provide the Customer a service credit as specified below.

When the problem is corrected and connectivity is restored, the "trouble ticket" is closed. Notification that the issue has been resolved will be sent to the customer contact listed in the system. The time between opening and closing the "trouble ticket" in the system, will be considered the service downtime.

If the monthly average logged service downtime during a three-month period exceeds that of the service guarantee as specified above, the Customer will receive a service credit on the next month's bill for the connectivity service which suffered the downtime, according to the following schedule:

Local Service Availability Measurement Period Service Credit against

Monthly Connectivity Charge

>99.9% 3-month average per connection 0% of MCC 99.9% <> 99.6% 3-month average per connection 5% of MCC 99.6% <> 99.3% 3-month average per connection 10% of MCC

<99.3% 3-month average per connection 20% of MCC

Internet Service Availability Measurement Period Service Credit against

Monthly Connectivity Charge

>99.5% 3-month average per connection 0% of MCC

99.5% <> 99.3% 3-month average per connection 5% of MCC 99.3% <> 99.1% 3-month average per connection 10% of MCC

<99.1% 3-month average per connection 20% of MCC

For "Data Centre" services: When a loss of service occurs, the Customer must notify One...Solutions of the failure by calling the Technical Support Group. The call will be logged as an open "trouble ticket" and troubleshooting will begin, if it is not already in progress.

When the problem is corrected and service is restored, the "trouble ticket" is closed. Notification that the issue has been resolved will be sent to the customer contact listed in the system. The time between opening and closing the "trouble ticket" in the system, will be considered the service downtime.

If the monthly average logged service downtime during a three-month period exceeds that of the service guarantee as specified above, the Customer will receive a service credit on the next month's bill for the service which suffered the downtime, according to the following schedule:

Local Service Availability Measurement Period Service Credit against Monthly Service Charge

>99.95% 3-month average per connection 0% of MCC 99.95% <> 99.6% 3-month average per connection 5% of MCC 99.6% <> 99.3% 3-month average per connection 10% of MCC

<99.3% 3-month average per connection 20% of MCC

Notes on all service requests:

use  by  One…Solutions  support  staff,  should  they  be  required.    Delays  or  failures caused by a failure to abide by the above,  will  not  constitute  failure  by  One…Solutions.

Notes on all credit requests:

The account of the Customer must be up to date in all aspects in order to qualify for any service credit. The Customer must request any service credits within 48 hours of the service failure occurrence by contacting

One…Solutions  Billing  and  Accounts.

Credits available pursuant to this SLA apply only to future invoices regarding  the  same  service.    One…Solutions  will   not provide refunds pursuant to this SLA. If the Customer retains a credit balance on termination of the account, such credit is forfeited.

The following exclusions apply to all service downtime calculations:

Any connectivity or service loss which results from tampering, modification or other interference at the customer premise, with the physical device or configuration of any piece of equipment.

Any connectivity or service loss caused by acts or omissions of the Customer, including its applications, equipment, or facilities; or by any authorized use or user.

Any connectivity or service loss which results from a power outage at the the Customer site.

Any connectivity or service loss which results from actions or omissions of the Customer, including its applications, equipment or facilities;

Any connectivity or service loss which results from sabotage or other wrongful third-party action, or an attack or other security threat; or the corrective actions taken by One...Solutions to thwart or prevent a security threat; Any connectivity or service loss resulting from force majeure, including but not limited to: Governmental or

regulatory intervention, war, fire, flood or adverse weather, disease, explosion, civil commotion, industrial or trade dispute, armed hostilities, act of terrorism, revolution, blockade or embargo;

Any connectivity or service loss resulting from network and facilities maintenance, repairs, improvements or modifications deemed necessary by One...Solutions to maintain or improve customer services.

Any connectivity or service loss resulting from emergency maintenance – corrective action intended to remedy conditions  likely  to  cause  severe  service  degradation,  as  designated  by  One…Solutions  in  its  sole  discretion.     One…Solutions  will  exercise  reasonable  efforts  to  inform  the Customer in advance, but such notice is not guaranteed.

6. REMOTE SUPPORT

The SLA for remote support covers the elapsed time from the moment the complaint from the customer is received via phone  or  email  by  the  One…Solutions  Support  Centre,  until  a  support  staff  member  acknowledges  reception  and starts working on the resolution of the failure.

The following table defines the different severity categories for a failure:

Severity Category Definition

Severity 1 Total service outage

Example: Application/server down

Severity 2 Some important components of the service have stopped working. Example: Website down but email working

Severity 3 Service is working but customer experiencing performance degradation.

Severity Category Time to Acknowledge Time to start resolution

Severity 1 10 minutes Immediately after acknowledge

Severity 2 10 minutes 30 minutes from TT opening

Severity 3 10 minutes 2 hours from TT opening

Resolution and repair times vary, and this SLA does not address them. One…Solutions  may  reclassify  any  trouble  ticket   misclassified by the client.

If One…Solutions  fails  to  meet  the  above  service  targets,  a  Support  Complaint  must  be  registered  with  the  Service  Manager,   who will review the response times. If the Support Complaint is found to be valid, a credit of US$ 10 will be applied to the customer’s next bill.

7. CUSTOMER SITE VISITS AND ONSITE SUPPORT

If a service problem requires an on-site  support  visit,  One…Solutions  will  dispatch  qualified  support  personnel.    For   customers  with  maintenance  support  or  “Premium  Outsourced”  service  contracts,  this  site visit will be provided at no charge.

For customers with no support contract, a technical support visit, billed at US$ 50 per hour, will apply if the problem results from  the  customer’s  operations,  or  from  customer  tampering  or  interference,  or  from  a  power outage at the customer site. Professional Services charges will apply if support is extended (with the Customer's approval) to the Local Area Network, network devices or computing devices at the Customer site, in the absence of an active and fully paid Premium Outsourced LAN service agreement.

8. EQUIPMENT PROVIDED AND/OR MANAGED BY ONE...SOLUTIONS

Any equipment placed at the customer site by One...Solutions as part of service initiation remains the property of One...Solutions.

Any equipment placed at the customer site by One...Solutions to effect Service, or leased by One...Solutions to the Customer, remains the property of One...Solutions and will be installed, configured and maintained exclusively by One...Solutions or its representatives. Any equipment sold to the Customer by One...Solutions is the property of the Customer.

One...Solutions will repair or replace, free of charge, any part or equipment sold by One...Solutions that may prove to be defective within six (6) months of the date of delivery to the Customer site, provided that One...Solutions is satisfied that the defect is due to manufacturer's workmanship or materials.

The Customer will be responsible for replacement costs of any failed or malfunctioning equipment if:

The equipment has been operated in an unsuitable environment, has not been properly maintained , or has been operated outside the limits of the rated capacity and normal usage;

The Customer has used, handled, stored, operated and/or altered the part or equipment in a manner that is inconsistent with the instructions of One...Solutions or the manufacturer;

The part or equipment has been subject to unauthorised alteration, modification, or repair; The Customer is in breach of the Service Agreement.

In the event that the Service Agreement between the Customer and One...Solutions is terminated, the Customer will allow One...Solutions and/or its authorized representatives access and permission to remove any property of One...Solutions. If access is refused or delayed by the Customer, Service Charges and lease charges (if applicable) will continue to be payable by the Customer to One...Solutions as if the Agreement were not terminated, until such access and permission are granted. One...Solutions requests that the Customer inform the Technical Support Group of any unusual operation or circumstance regarding the equipment, including:

Unusual operating circumstances, such as high humidity or high temperature in the area of the equipment; Unusual power fluctuations;

Unusual noises or vibrations emanating from the equipment; Physical contact with the equipment.

9. LIMITATIONS AND WARRANTY DISCLAIMER

The remedies set forth in this SLA are the Customer’s  sole  and  exclusive  remedies  for  any  service  or  other  failure,  including   without limitation for any breach of warranty.

10. GENERAL INQUIRIES

General  inquiries  should  be  directed  to  One…Solutions  at  +256  417 335 900. 11. BUSINESS CONTINUITY AND DISASTER RECOVERY

In the case of a major catastrophe at the Customer's site, a Disaster Recovery plan is recommended. One...Solutions can assist with planning and services to resume business operations.

12. SERVICE REVIEWS

Reviews of the service will be conducted in conjunction with the Customer at least annually, as well as after a major outage or change.

Revision: 2.1