AWHD, Inc. / WEBRESELLER.NET SERVICE LEVEL AGREEMENT
(last modified 03/22/2005)

Hardware

Advanced Web Hosting & Design, Inc. / WebReseller.Net stand behind our servers with an "unlimited free replacement warranty" for ALL leased or rented systems, including individual parts ordered as upgrades from Advanced Web Hosting & Design, Inc. / WebReseller.Net.

Advanced Web Hosting & Design, Inc. / WebReseller.Net will replace, at no charge (including labor), the following components or system parts: System Enclosures or cases, CPU or Processors, Random Access Memory (RAM), System Motherboards, Controllers, Ethernet Adapters, Ethernet or Network Cards, CD ROMs, Floppy Drives, IDE or SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards, Surge Protectors and Un-interrupted Power Supplies (UPS), Network and Power Cables, System Power Supplies, System Fans.

Repair will start upon our identification of the hardware failure and will be completed within 2 hours from problem identification. If faulty hardware replacement takes more than 2 hours, customer will be refunded 5% of monthly fee per additional hour of down time (up to customer's full monthly fee).

Network

Advanced Web Hosting & Design, Inc. / WebReseller.Net uses Cisco, Foundry, Enterays, and Intel switches, routers, and other networking equipment. Redundant components are used to ensure up-time and minimize failure. Multi-gig fiber ring delivers your traffic out to one of our two national backbone providers, Genuity and Level 3, which we have gig connections to. This topology provides the ability to scale our bandwidth well beyond the limits of a traditional OC-12.

Network Up-Time

Advanced Web Hosting & Design, Inc. / WebReseller.Net guarantees network availability of 99.9999% in a given month, excluding scheduled maintenance. Network is considered unavailable if there is a 100% packet loss from Advanced Web Hosting & Design, Inc. / WebReseller.Net to its backbone providers. We will credit customers 5% of the monthly fee for each additional hour of downtime (up to 100% of customer's monthly fee). Network infrastructure is all equipment, from the cable connected to the server's NIC to the backbone provider, and includes routers, switches and cabling. Downtime is measured past 10 minutes after notification of network failure, via the ticketing system. If the ticketing system itself is unreachable, the ticket must be started by calling the NOC at 484-875-0909. Advanced Web Hosting & Design, Inc. / WebReseller.Net personnel will determine end of downtime by a traceroute to the customer's machine from outside Advanced Web Hosting & Design, Inc. / WebReseller.Net.

Credits / Cancellations

Customer is responsible for notifying the billing department for any credits due for the month within seven days from the time of the incident. Customer should supply all relevant information, including ticket numbers, for credit to take place.

All account cancellations must be done in writing, by fax, or by filling out the form located at http://webreseller.net.cancel.htm. Accounts setup prior to 03/01/2005 will be required to give 30 days notice, accounts after 03/01/2005 will not be required to give 30 days notice and your account will terminate within 48 hours.

Forms without the proper information WILL NOT be processed and any charges incurred will be the sole responsibility of the account holder. Cancellations will be processed within 48 hours and there are no pro-rated refunds on any packages and /or services. If you wish to cancel your account we suggest you wait till the end of your cycle so you get the full period that was paid for. If you are faxing or mailing your notice please include your account number, last four digits of the credit card on file, name, and server name or domain.