Service Level Agreement

ScaleEngine Inc. will provide a minimum of 99.9% uptime and availability to all sites using the ScaleEngine OWC, CDN and ESC services. ScaleEngine Inc. offers clients the following considerations in the event that ScaleEngine Inc. fails to provide 100% uptime:

SLA Credit of 15 times the period of downtime prorated for the month.

All credits above shall be calculated in 5 minute periods. Any and all credits issued in accordance with this SLA during any one month's time related to a single service shall not exceed 50% of the non-bandwidth Monthly Recurring Fee for that single service that would otherwise be payable to ScaleEngine Inc. during that month for affected services.

No part of this agreement covers outages or other service interruptions that are caused by equipment and/or events that are the effect of or under the control of the client. No part of this agreement shall cover loss of power to a server as a result of the client's utilization of remote power management tools that may be made available to them by ScaleEngine Inc.

No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance. All scheduled or emergency network and systems maintenance will be announced via Email and, located at https://www.scaleengine.com/cp/. Clients are encouraged to regularly check this page for upcoming network and systems maintenance announcements.

We will gratefully receive defect reports related to the software or documentation. Though we certainly intend to fix all reported bugs, we do not guarantee to do so. The software and documentation for ScaleEngine Inc. are offered AS IS and WITHOUT ANY WARRANTY express or implied, including but not limited to warranty of design, merchantability, or fitness for a particular purpose.

No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within 14 days of the incident. All requests for credits must be made by creating a support ticket via https://www.scaleengine.com/cp/.