Colocation Service Level Agreement

(1)

Redstation Limited | Colocation Service Level Agreement | February 2011 | v1.0

₁

Colocation Service Level Agreement

(February 2011)

1

2 Summary ... 2

3 Power Summary ... 2

4 Access ... 2

5 Security ... 2

6 Environment... 3

7 Fire Protection ... 3

8 Connectivity ... 3

9 Monitoring ... 3

10 Fault Reporting... 4

11 Support... 4

12 Customer Equipment Support ... 4

13 Compensation ... 4

(2)

₂

2 Summary

Colocation services come complete with a service level agreement outlining our commitment to you and the level of service that is offered.

This Service Level Agreement covers the following aspects of our service:  Power  Access  Security  Environment  Fire Protection  Connectivity  Monitoring  Fault Reporting  Support

 Customer Equipment Support  Compensation

 General

This Service Level Agreement applies to Redstation Colocation Services only.

3 Power Summary

3.1 Redstation will:

3.1.1 provide UPS protected power to Customer Equipment guaranteed availability of 100.00% on a monthly basis;

3.1.2 provide automatic failover to a diesel backup generator in the event of a mains failure; 3.1.3 ensure supplied voltage is maintained at 230 Volts (+/- 5 Volts);

4 Access

4.1 Redstation will provide Customers with access (subject to the terms of the Colocation Agreement) to Customer Equipment 24 hours a day 7 days a week within twenty minutes of receiving an Access Request.

5 Security

5.1.1 provide a secure environment for the colocation of Customer Equipment; 5.1.2 restrict access to security cleared personnel;

(3)

₃

5.1.3 operate and record CCTV cameras 24 hours a day 7 days a week.

6 Environment

6.1 Redstation will provide continuous environmental monitoring of the Data Centre to ensure the average temperature in any five minute interval is maintained at no more than 24°C

7 Fire Protection

7.1.1 operate a VESDA smoke detection system; 7.1.2 operate a FM200 gas fire suppression system;

8 Connectivity

8.1.1 present Customers with RJ45 or SC Fibre socket or lead (subject to the terms of the Colocation Agreement) connected to a Redstation switch or router;

8.1.2 ensure 100.00% availability on a monthly basis of Internet connectivity (Measured by availability to Customers IP addresses from any transit provider), excluding maintenance; 8.1.3 ensure all maintenance time shall not exceed 0.17% on a monthly basis;

8.1.4 ensure notifications of all disruptive planned maintenance are issued at least 14 days prior to start of work;

8.1.5 ensure disruptive planned maintenance takes place, when possible, between the hours of 00:00 (midnight) and 06:00 in order to minimise disruption.

8.1.6 ensure packet loss of less than 0.1% across our network on a monthly basis;

8.1.7 ensure all internal traffic does not exceed 40% of network capacity on a monthly basis on any connection;

8.1.8 provide Customers with IP numbers within the terms permitted by RIPE, charges may apply.

9 Monitoring

9.1.1 monitor the core network 24 hours a day 7 days a week; 9.1.2 monitor fire systems 24 hours a day 7 days a week; 9.1.3 monitor power systems 24 hours a day 7 days a week; 9.1.4 monitor environment systems 24 hours a day 7 days a week;

(4)

₄

9.1.6 maintain an escalation procedure for faults.

10 Fault Reporting

10.1 Redstation will provide a 24 hour telephone number for Customers to report faults. Where Redstation determines that the fault results from the Redstation Equipment then clause 11 of this Schedule will apply and where Redstation determines that the fault results from the Customer Equipment then clause 12 of this Schedule will apply.

11 Support

11.1 Redstation will provide technical support on receipt of a Service Failure Ticket. For the avoidance of doubt this support does not relate to support or maintenance of any Customer Equipment.

11.2 In the case of a failure of service provided by Redstation upon reporting using our 24 hour telephone number, Redstation shall:

11.2.1 assign an engineer within ten minutes;

11.2.2 ensure an escalation procedure is followed if faults are unresolved within sixty minutes.

12 Customer Equipment Support

12.1 The Customer may request technical support relating to the Customer Equipment, where Redstation accepts the request, Redstation will:

12.1.1 apply a charge at a rate specified on the Order. Additional charges may apply for operations carried out by third parties engaged by Redstation, upon customer acceptance;

12.1.2 assign an engineer within sixty minutes, 24 hours per day 7 days per week. 12.2 On receipt of a Customer Equipment Power Cycle request Redstation will:

12.2.1 Power cycle equipment during Working Hours free of charge. Power Cycles outside of Working Hours will incur a charge of £60;

12.2.2 Power cycle the equipment within ten minutes during Working Hours. 12.2.3 Power cycle the equipment within thirty minutes outside Working Hours.

13 Compensation

13.1 In the event of any power failure Redstation shall:

13.1.1 provide one month credit on receipt of a request within thirty days of outage subject to clause 13.3 and 13.4 of this Schedule;

13.2 In the event of failure to maintain service levels for connectivity specified in clause 8.1 of this Schedule Redstation shall:

(5)

₅

13.2.1 provide one days credit per five minutes or part thereof that the Customers IP Addresses were unreachable from any transit provider on receipt of a request within thirty days subject to clause 13.3 and 13.4 of this Schedule; or

13.2.2 provide seven days credit for any other breach on receipt of a request within thirty days subject to clause 13.3 and 13.4 of this Schedule.

13.3 Credit issued to any Customer shall not exceed the payment received for services affected during any calendar month.

13.4 Any Customer in breach of their obligations under the terms of the Colocation Agreement shall not be entitled to any compensation.

14 General

14.1 Redstation will provide use of: (a) Monitor; (b) Keyboard; (c) Mouse; and (d) Desk.

Colocation Service Level Agreement

1