Service Level Agreement (SLA)

This Service Level Agreement ("SLA") defines the service levels that Soraxus Networks Inc. ("we", "our", "us") commits to provide to its customers ("you", "your", "customer", "client"). This SLA is part of your service agreement with us and applies to all of our services. If we fail to meet these service levels, you may be eligible for service credits as described in this SLA. By using our services, you agree to the terms of this SLA. We may update this SLA from time to time, with or without notice. You are responsible for regularly reviewing this SLA for any changes.

2.1 Bare Metal Uptime Guarantee We guarantee the following availability levels for our Bare Metal service lineup. If we fail to meet these levels, you may be eligible for service credits: - Hardware Uptime: 99.99% - Network Uptime: 99.99% - Power Uptime: 99.99% - DDoS Mitigation Uptime: 100% - Post-Incident Reports: Delivered within 72 hours of incident resolution. 2.2 Colocation Uptime Guarantee We guarantee the following availability levels for our Colocation service lineup. If we fail to meet these levels, you may be eligible for service credits: - Network Uptime: 99.99% - Power Uptime: 99.99% - DDoS Mitigation Uptime: 100% - Environmental Monitoring: 24/7 monitoring for temperature and humidity compliance. - Access Control: Strict 24/7 security and controlled access to facilities. - Post-Incident Reports: Delivered within 72 hours of incident resolution. Scalability: Clients can request additional rack space as their requirements grow, subject to availability.

Our Bare Metal services offer high-performance and budget dedicated servers with the following guarantees: - Hardware Replacement: Any hardware component failures will be replaced within twenty four (24) hours. - Network Performance: Dedicated servers include shared network capacity, with the option to upgrade to dedicated bandwidth. Network speeds listed at the time of purchase are maximum speeds and are not guaranteed unless dedicated bandwidth is purchased. - Custom Configurations: Tailored server builds to meet specific client requirements.

Our Colocation services are designed to ensure your infrastructure operates efficiently in a secure and resilient environment: - Power Redundancy: Dual power feeds into all racks. A+B power feeds are available with all plans. - Cooling: Redundant building cooling systems to maintain optimal operating temperatures. - Physical Security: 24/7 surveillance, biometric access control, and onsite security personnel. - Flexible Rack Options: Full, half, quarter, quad, dual, and single rack space available for deployment. - Remote Hands Support: Technical support for tasks such as rebooting, cable management, and troubleshooting is available at an additional cost.

We provide advanced DDoS mitigation services to protect your infrastructure from attacks. All of our DDoS mitigation plans, excluding On-Premise protection, include the following guarantees: - Mitigation Activation: Attack mitigation begins within 60 seconds of detection. - Guaranteed Mitigation Time Frame: Common attack types, such as UDP floods, SYN floods, DNS reflection attacks, and HTTPS floods, are fully mitigated within five (5) minutes of detection. - Mitigation Efficiency: 100% of attack traffic is filtered after the mitigation time frame. - Clean Traffic Delivery: Legitimate traffic remains uninterrupted 99.999% of the time. - Global Protection Capacity: DDoS mitigation services leverage a shared global capacity of 100 Gbps across all clients. - 24/7/365 Monitoring and Response: Our security teams continuously monitor and respond to attacks in real-time.

Scheduled maintenance will be performed during the following windows: - Regular maintenance: As needed with minimum 7-day notice - Emergency maintenance: As needed with minimum 1-hour notice - Network upgrades: Minimum 7-day advance notice All times listed for maintenance windows and service events are provided in Pacific Time (PT). In urgent or unforeseen situations, emergency maintenance may be performed without prior notice to ensure service integrity or resolve critical issues. We will make reasonable efforts to minimize downtime during maintenance periods.

This SLA does not apply to the following situations: - Scheduled or emergency maintenance periods, unless they extend beyond the agreed-upon window - Customer-caused outages, including but not limited to misconfigurations or excessive resource consumption - Third-party network issues, including but not limited to upstream provider outages - Hardware or software failures not caused by provider negligence - Unauthorized access, abuse, or security breaches due to customer practices - Force majeure events, including but not limited to natural disasters, war, or regulatory actions - Services offered at no cost or for evaluation and testing purposes - DDoS attacks exceeding agreed-upon mitigation capacity - On-Premise DDoS Mitigation service - Regulatory or governmental actions impacting service availability

All service credits are subject to approval by our staff and are at our sole discretion. To claim service credits under this SLA, you must follow these steps: 1. Submit claims by opening a support ticket on our portal within 14 days of the incident. 2. Include account details and timestamps of the outage. 3. Non-transferable service credits will be applied to the client account within 30 days of claim approval.

If you have any questions or concerns about this SLA, please contact us: - Support Link: soraxus.com/support - Email: [email protected]