THIS AGREEMENT DESCRIBES SERVICE LEVEL GUARANTEES PROVIDED TO YOU BY COMPANY.

I. Technical Support

Company provides You with technical support on setup of the Company server, access, and other server related issues upon payment of setup fee. Company does not provide support for web applications, scripts, or components from third parties or developed by You.

Company's Technical Support Department operates 24 hours a day, 7 days a week, 365 days per year and is available by E-mail at support@amanah.com. There is limited telephone technical support for collocation. ALL technical support issues will be billed at $50 per hour with a one-hour minimum. Please send us a message with the full description of the problem and your account username. Please do not send multiple messages on the same issue.

Company's standard response time to technical support issues is six hours or less. This time, however, depends on the complexity of the inquiry and workload in general. The Technical Support Department assigns the highest priority to customer inquiries related to the servers' unavailability. These issues are addressed immediately upon receiving e-mail notification from a customer. Please keep in mind that it may take some time to resolve the issue so You may not get an immediate reply.

Six-hour e-mail support turnaround time guarantee does not apply to any development related or web site troubleshooting issues since such issues often involve extensive research and testing.

II. Billing and other account related inquiries

All inquiries regarding Company billing for its services should be sent to billing@amanah.com.

All inquiries regarding reselling Company's services, purchasing of new accounts, and available discounts should be addressed to sales@amanah.com.

III. Escalation

IV. Servers Availability

Amanah Tech is fully committed to providing quality service to all customers.

NETWORK SERVER AVAILABILITY

Company guarantees 99.5% monthly average scheduled availability of its network. Network availability is defined as your ability, via web browser, to retrieve the HTTP headers from a hosting server. Company does not monitor availability of individual web sites but only monitors the server availability as a whole.

Network availability is defined as Company network's ability to pass incoming and outgoing TCP/IP traffic. Servers' unavailability caused by network unavailability is not included in server uptime if such network unavailability is caused by factors beyond the Company's control. Interruptions of service due to problems on the backbone or on the customer's portion of the network are beyond the Company's control. Interruptions of service caused by denial of service or similar attacks are beyond the Company's control and are not included in uptime calculations.

Network Availability Monitoring

To verify that the server is available Company will ping HTTPb service on the server every 10 minutes with a 30-second threshold. If HTTPb service does not respond, the server is considered non-operational and is automatically rebooted. If rebooting the server does not solve the problem, it is immediately escalated to the Support Center.

In cases where two or more consecutive HTTPb tests fail, server downtime will be registered as the number of minutes between the first and the last failed tests. Downtime of less than 10 minutes in duration is not recorded. Company calculates server uptime based on this type of server monitoring.

SCHEDULED MAINTENANCE

To guarantee optimal performance of the servers, Company will perform routine maintenance on the network on a regular basis. Such maintenance often requires taking servers off-line. Company reserves one hour of network unavailability per month for maintenance purposes. This network unavailability is not included in server uptime calculations. The maintenance typically is performed during off-peak hours. Company provides You with advance notice of maintenance whenever possible.

PENALTY FOR NON-COMPLIANCE - APPLICATION SERVER AVAILABILITY

Upon your notice to Company, if availability of any server for the month is below the guaranteed level, Company will provide one free day of collocation for each hour of server unavailability.

Maximum Total Penalty

The total days provided free of charge to You for any account may not exceed 50% of the days in the month charged to that account during the month for which the free service is to be issued.

V. Ownership of Data

All hardware data created by You and/or stored by You within Company's data center are your property and is for your exclusive use unless access is permitted by You. Company shall allow access to such data by authorized Company personnel and shall provide access in compliance with Company's Privacy Policy. Company makes no claim of ownership of any web server content, e-mail content, or any other type of data contained within the account holder's server space and applications on Company's servers.

VI. Customer Responsibilities

To access Amanah Tech services customers must provide at the very minimum: