One Step Cloud Service Level Agreement

Effective From September 1st, 2016

This Service Level Agreement (“SLA”) together with the Terms and Conditions (“T&C”), and others referenced in the T&C, form a binding agreement (“Agreement”) between One Step Cloud, Inc., a Delaware corporation (“OneStepCloud”, “us”, “we” or “our”), and users of OneStepCloud Services (“Customer” or “you”). This SLA applies separately to each Customer using OneStepCloud Services.

Unless otherwise provided herein, this SLA is subject to the terms of the T&C and all terms used in this SLA will have the same meaning specified in the T&C. In the event of any conflict between this SLA and the T&C, the T&C will govern. This document supersedes all forms of this document previously published by OneStepCloud, Inc.

This SLA covers all paid Services and elements of Services provided by OneStepCloud to its Customers. We reserve the right to change the terms of this SLA in accordance with this document and the T&C.

For the purposes of this SLA the following definitions apply:

Monthly Uptime Percentage means the percentage of time during the calendar month, by which the Service was available. Monthly Uptime is calculated according to the following algorithm:

where:

The total Monthly Uptime will be rounded to two decimal places. Monthly Uptime measurements exclude downtime resulting directly or indirectly from any Exclusion or Limitations defined below in this SLA.

Service Unavailable/Unavailability means a state in which all of your running servers have no external connectivity (for Server Uptime and Domain Name Service) or in which all of your attached storage volumes perform zero read/write IO requests, with pending IO requests in the queue.

Emergency Maintenance means any actions taken by our support staff intended to eliminate conditions likely to cause Service or access to the Service degradation, in our sole discretion. OSC will exercise reasonable efforts to inform Customers in advance before interrupting any Services or access to them for Emergency Maintenance, but such notice is not guaranteed. These actions may include but are not limited to address hardware/software problems.

Service Credit is a cash credit, calculated as set forth below, that we will credit back to an eligible account as a compensation of any breach of guaranteed availability of services. Credits apply to affected services only and may be applied only against future Customer’s payments otherwise due from you and may not exceed 100% of the fees following the month in which the unavailability occurred.