GENERAL PROVISIONS

In these agreements, "you" and "your" refer to each client and its agents, including each person listed in your account information as being associated with your account, and "we", "us" and "our" refer collectively to xsi inc and its wholly owned subsidiaries.

99.5% UPTIME GUARANTEE

Specification

The 99.5% Uptime Guarantee applies to all managed and unmanaged servers from us. If there are any overdue payments for server products or services listed on your account at the time of the downtime, the guarantee is null and void. The guarantee does not include outages caused by scheduled maintenance. The guarantee is valid during the initial 12-month contract. If the 12-month contract is renewed, the guarantee will continue for a further 12 months. This guarantee applies to network and hardware uptime as specified below.

Network Uptime

We guarantee that our network will be available to the Internet 99.5% of the time in a given month. The guarantee does not include availability to any specific point on the Internet.

Hardware Uptime

We guarantee thatthe server hardware is available 99.5% of the time in a given month. Downtime is defined as where a hardware component is not functioning correctly and causes servers to be unavailable.

Credits

If we fail to achieve 99.5% uptime, you may make a claim for credit on your account based on the following uptime table.

You may make multiple claims in a given month for different periods of downtime up to a maximum credit of 100% of your monthly payment for the specific server. For the purpose of claiming credit, downtime officially starts from the time you log a report notifying us of the downtime and us acknowledging that this is correct.

Claims Procedure

A claim must be made by submitting a "Claim for Credit" ticket from within your Control Panel and completing all required fields or faxing a claim to us +44 (1753) 738960 within 5 working days of the alledged downtime ending.