Connet Hong Kong Limited (Connet) and ____________________ (Customer) have agreed to enter into a Service Level Agreements (SLA) for the supply of Connet Managed Security Services (MSS).

1.

MSS Guarantee

1.1.

Installation Guarantee

Connet guarantees that installation of the service will be completed within twenty-one (21) business days after receipt of a signed service agreement and product delivery by vendor(s). If Connet fails to meet commitment, Customer will be eligible to receive a credit for one half of the monthly recurring charge (MRC).

1.2.

MSS Appliance / Server

An security appliance and/or firewall are a primary element of Connet MSS. Connet guarantees that all Connet owned Internet security appliances will be operational at all times. If appliance is not operational, Connet will ship a replacement appliance (functionally similar). Customer will receive on or before Next Business Day (NBD). If Connet does meet this replacement time frame and Customer requests a credit, Customer will be eligible to receive a service credit of ten (10%) of the MRC for each twenty-four hour period not met.

1.1.

Security Operation Center (SOC)

The Connet SOC is a 24/7/365 off site secured location where Connet manages, monitors and supports customer security appliances and software, VPN’s and other security elements. The Service Availability SLA measurement includes all network elements at and between the Connet Managed SOC and the Customer Security Equipment provided by Connet or under Connet’ direct control. Service availability specifically means Connet MSS are functioning and devices are operating correctly. If Connet determines that the Service Availability SLA was not met, a credit will be applied to the charges for the affected managed services during the subsequent billing cycle based on the following schedule:

1. Unavailability equal to or greater than 40 minutes, but less than four (4) hours, in a calendar month: one (1) day Service Credit.
2. Unavailability equal to or greater than four (4) hours, but less than eight (8) hours, in a calendar month: one (1) week Service Credit.
3. Unavailability equal to or greater than eight (8) hours in a calendar month: one-half (1/2) month Service Credit.

1.1.

Configuration Change Request

During Customer’s standard business hours, Customer configuration change request will be started within one (1) hour from time of request. After Customer’s standard business hours, Customer configuration change request will be started within four (4) hours from time of request. Customer non-standard configuration change request will not be covered under the SLA and will be best effort. If Connet does meet this time frame and Customer requests a credit, Customer will be eligible to receive a service credit of ten (10%) of the MRC.

2.

Definitions

“Monthly Recurring Charge” (MRC) shall mean the monthly fee for Customer’s MSS charged by Connet,

“Unavailability” for purposes of the “Availability Guarantees” shall not include (and no Service Credit will be granted) unavailability due to Connet planned maintenance or other planned outages, equipment or software upgrades, customer request, any action performed by Connet in order to maintain or improve Connet services, any customer equipment, circuit, application, software, code, hardware device failure or malfunction, acts or omissions of Customer and/or Customer users, denial of credit to Customer, planned or unplanned Connet outages, or reasons outside of Connet reasonable control , such as Force Majeure.

“Service Credit” for any service Guarantee, except the install and managed appliance Guarantee shall mean:

1. One (1) day Service Credit equals one divided by the actual number of days in the month to which the Service Credit relates multiplied by Customer’s MRC for such month.
2. One (1) week Service Credit equals seven divided by the actual number of days in the month to which the Service Credit relates multiplied by Customer’s MRC for such month.
3. One-half (1/2) month Service Credit equals fifty percent (50%) of Customer’s MRC for such month.