100% availability (includes compute, hypervisor and storage).Cloud Infrastructure

24-hour notice of any scheduled maintenance that will cause a service interruption, save in the event of preventative maintenance required at short

notice to protect your cloud server data.

Maintenance

1% of the cloud server fees for each 6 minutes of infrastructure downtime, up to 100% of the cloud server fees otherwise payable for the month at issue.

Credits

Cloud Infrastructure

1% of the cloud server fees for each additional 6 minutes of extra deployment time, up to 100% of the cloud server fees otherwise payable for the month at issue.

Deployment

100% availability within a given month

Network

Network

Cloud SLAsCore Components, Cloud

Core components

100% availability within a given month

Datacenter Infrastructure

Datacenter Infrastructure

1% of the cloud server fees for each 6 minutes of network downtime, up to 100% of the cloud server fees for the month at issue.

Credits

Network

Cloud

Cloud

Call us toll-free : 1-888-909-iWEB (4932) | www.iweb.comiWEB INC. | 20 PLACE DU COMMERCE | ILE DES SOEURS, MONTRÉAL, QUÉBEC | H3E 1Z6

Credit Request and Payment Procedures

To receive a credit, you must open a ticket in our Control Center (https://account.iweb.com) to obtain your refund.

To be eligible, the credit request must

• include your account number;• include the tech ticket(S) number(S) (credits will be calculated from the tech-ticket time reception);• include the start and resolution dates and times of each incident that you claim to have experienced

including servers that were running and affected during the time of each incident;• include 3 "traceroute" commands taken during the unavailability

from different machines (not applicable for backup, monitoring and support). Please include any additional logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks);

• each SLA claim must be reported within 30 days of the incident.

If the incident of such request is confirmed by us, then we will issue the credit to you within 30 days ofreceiving the request. Your failure to provide the request and other information as required above willdisqualify you from receiving a credit.

Terms of Service

The provision of Cloud Servers is governed by the terms herein and iWeb’s general Terms ofService (http://iweb.com/legal/terms-service). Please consult these prior to signing this agreement.The terms set out herein for Cloud Servers apply in addition to iWeb’s general Terms of Service. Incase of conflict, the terms in this agreement shall prevail.

The Cloud Servers provided by iWeb pertain to infrastructure, operating system services only. You are solely responsible for ensuring your website and its associated content(databases, tables, SSL certificates, DNS, Email management) is in proper working order. You mayneed to update your website periodically in order to conform to the evolution of the underlyingplatform.

Your website and its content must comply at all times with iWeb’s Acceptable Use Policy(http://iweb.com/legal/aup).

Limitations and Exclusions from SLA

iWeb is not responsible for any reduction, limitation, unavailability or suspension of service arising outof any of the following:

• Scheduled maintenance.• Use of the Cloud Servers not in compliance with the Terms of Service and the Acceptable Use

Policy and suspension of the account as a result of such non compliance.• Suspension of the account pursuant to the Terms of Service for non payment.• Events outside of the reasonable control of iWeb, including without limitation Force Majeure, Internet

bandwidth or connectivity problems beyond the demarcation point of iWeb, denial of service attacksand hacking attempts.

• Events resulting from content uploaded by you or on your behalf to our Cloud Services.• Events resulting from your failure to make modifications to your website and related content in order

to ensure compatibility with upgrades being applied to the environment.• Events resulting from software, technology or equipment owned or controlled by you (or your third

party suppliers or consultants) that interacts with our Cloud Services.

Call us toll-free : 1-888-909-iWEB (4932) | www.iweb.comiWEB INC. | 20 PLACE DU COMMERCE | ILE DES SOEURS, MONTRÉAL, QUÉBEC | H3E 1Z6

Limitations on Credits

A credit claimed pursuant to this Agreement cannot exceed 100% of the monthly service fee otherwise payable for the affected service during the relevant billing period.

In order to claim a credit, the customer must be in good standing pursuant to the Agreement(including, without limitation, that it must not have overdue accounts) at the time of the event givingrise to the credit and at the time the credit request is made.

Call us toll-free : 1-888-909-iWEB (4932) | www.iweb.comiWEB INC. | 20 PLACE DU COMMERCE | ILE DES SOEURS, MONTRÉAL, QUÉBEC | H3E 1Z6