Installation Service Level

This Installation Service Level applies to cabinet and private suite Colocation Space. Biznesshosting will exercise commercially reasonable efforts to install any Colocation Space on or before the Customer Commit Date specified for such Colocation Space.  This Installation Service Level shall not apply to Customer Orders that contain incorrect information supplied by Customer, Customer Orders that are altered at Customer’s request after submission and acceptance by Biznesshosting, or Customer Orders that require Biznesshosting to configure Colocation Space to specifications other than Biznesshosting’ standard specifications for Colocation Space (such standard specifications shall be made available to Customer upon request).  In the event Biznesshosting does not meet this Installation Service Level for a particular Colocation Space for reasons other than an Excused Outage, Customer will be entitled to a service credit equal to the charges for one (1) day of the MRC for the affected Colocation Space for each day of delay, up to a monthly maximum credit of four (4) days.

Power Service Level

In the event of any outage of Biznesshosting provided power to the Colocation Space for reasons other than an Excused Outage, or Customer caused outage, Customer will be entitled to a service credit off of the MRC for the affected Colocation Space based on the cumulative unavailability for the affected service in a given calendar month as set forth in the following table:

Cumulative  Unavailability (in hrs:mins:secs)	Service Level Credit
00:00:00 – 03:59:59	10%
04:00:00 – 07:59:59	15%
08:00:00 – 11:59:59	20%
12:00:00 – 15:59:59	25%
06:00:00 – 19:59:59	30%
20:00:00 – 23:59:59	35%
24:00:01 or greater	50%

Installation Service Level

Biznesshosting will exercise commercially reasonable efforts to install any Biznesshosting High Speed IP Service on or before the Customer Commit Date specified for the particular Biznesshosting High Speed IP Service.  This Installation Service Level shall not apply to Customer Orders that contain incorrect information supplied by Customer or Customer Orders that are altered at Customer’s request after submission and acceptance by Biznesshosting.  In the event Biznesshosting does not meet this Installation Service Level for a particular Biznesshosting High Speed IP Service for reasons other than an Excused Outage, Customer will be entitled to a service credit for each day of delay equal to either (i) for Biznesshosting High Speed IP Service billed on an Aggregate CDR basis, the charges for one (1) day of the pro rata share of the MRC associated with the Aggregate CDR for the affected Biznesshosting High Speed IP Service port(s) (pro-rated based on the number of total ports that contribute to such Aggregate CDR) or (ii) for Biznesshosting High Speed IP Service with any other manner of billing, the charges for one (1) day of the allocated port MRC for the affected Biznesshosting High Speed IP Service port(s), in each case up to a monthly maximum credit of ten (10) days.

Availability Service Level

The Availability Service Level for Biznesshosting High Speed IP Service is 99.999% for Standard Biznesshosting High Speed IP Service and 99.999% for Protected Biznesshosting High Speed IP Service. Standard Biznesshosting High Speed IP Service is considered unavailable if the Primary Port is unable to send or receive traffic; Protected Biznesshosting  High Speed IP Service is considered  unavailable if both the Primary Port and the  Backup Port are unable to send or receive traffic.

In the event that Biznesshosting High Speed IP Service becomes unavailable for reasons other than an Excused Outage, Customer will be entitled to a service credit on the greater of (i) the port MRC (except for any Biznesshosting High Speed IP Service billed on an Aggregate CDR basis) for the affected Biznesshosting High Speed IP Service port (if applicable), and (ii) the actual usage charges, if any, (calculated on a Megabit basis at the contracted-for price per Megabit) associated with the affected Biznesshosting High Speed IP Service port for the particular month.  Service credits, in each case, are based on the cumulative unavailability of the affected Biznesshosting High Speed IP Service port in a given calendar month as set forth in the following table:

For Standard Biznesshosting High Speed IP Service:

Cumulative  Unavailability (in hrs:mins:secs)	Service Level Credit
00:00:01 – 00:10:00	No Credit
00:10:01– 00:45:00	2.5%
00:45:01– 04:00:00	5%
04:00:01 – 08:00:00	10%
08:00:01 –12:00:00	15%
12:00:01 –16:00:00	20%
16:00:01 – 24:00:00	25%
24:00:01 or greater	50%

For Protected Biznesshosting High Speed IP Service:

Cumulative  Unavailability (in hrs:mins:secs)	Service Level Credit
00:00:01 – 00:05:00	No Credit
00:05:01– 00:45:00	7.5%
00:45:01– 04:00:00	18%
04:00:01 – 08:00:00	25%
08:00:01 –12:00:00	37%
12:00:01 or greater	50%