24im Service Level Agreement

24im LLC ("24im") owns and operates 24im. 24im is a service, including but not limited to 24im.com and software applications downloadable therein (the "Applications"). 24im also provides premium services (the "Premium Service") on a subscription basis.

By accessing and using the Applications with Premium Services, you (the "Customer") agree to be bound by the terms of this Service Level Agreement (the "SLA").

24im reserves the right, at its sole discretion, to change, modify, update, add, or remove portions of the SLA at any time, with or without notice to you. Please check this SLA periodically for changes. Your continued use of the Applications after the posting of any changes to the SLA means that you have accepted those changes.

The SLA is applicable to all services delivered directly to Customers of 24im. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise. All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.

24im Service Guarantee

24im guarantees 99.9% uptime on all 24im services to Customers located in our data centers. Specific guarantees with SLA information are listed in the Table below.

SLA Credit Claim

To properly claim an SLA credit due, the Customer’s master administrative user must open an SLA ticket by sending an email to support@24im.com within seven days of the purported outage. Customer must include Group ID, contact information, and full description of the service interruption. The SLA claim will be researched by the appropriate 24im customer service department and any credit issued will be credited to the group account of Customer. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other 24im Customers. Please allow up to fourteen (14) days for the process of SLA claims.

24im SLA Exclusions

The 24im SLA does not apply to Scheduled Maintenance where 24im notifies Customers of periods of Downtime at least five days prior to the commencement of such Downtime. The scheduled downtime is normally planned for server hardware and/or software upgrade in order to better serve Customers of 24im. Scheduled Downtime is not considered Downtime for purposes of this 24im SLA, and therefore Customers cannot claim Scheduled Downtime for service credits.

The 24im SLA does not apply to any services that expressly exclude this 24im SLA or any performance issues: (i) caused by factors outside of 24im’s reasonable control; or (ii) that resulted from Customer’s equipment or third party equipment, or both (not within the primary control of 24im).

Downtime Period Definition

Downtime is defined as a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.

TABLE: 24im SLA and Credits

Monthly Uptime Guarantee Days of Service added to the end of the Service term, at no charge to Customer
< 99.9% - ≥ 99.0% 1
< 99.0% - ≥ 95.0% 3
< 95.0% - ≥ 90.0% 5
< 90.0% 15