Service Level Agreement (SLA) Policy - Updated on October 6 2009

Services provided by Delta Services LLC are provided an uptime guarantee as well as a support response time guarantee. Our services will be up at least 99 percent of the time and support tickets filed via the proper channels are guaranteed a response within 12 hours generally. These above service guarantees are subject to normal maintenance guidelines and industry standards related to bandwidth usage and QOS. Credit for downtime is issued in the form of one day (24 hours) credit and support replies are guided by the same policy. If 4 days of unscheduled downtime occur a customer will be given that month of service free however if the downtime is NOT related to bandwidth issues, hardware failure or other events that are under the control of Delta Services LLC then credit will not be issued as per our terms of service. Delta Services LLC is only liable if the bandwidth issue is directly related to the bandwidth owned by the company or its data provider and does not guarantee nor warranty the loss of internet connectivity elsewhere in the world nor does it guarantee that packet loss will not occur within the internet outside of its own jurisdiction. Claims for credit must be submitted to the Customer Service Department during normal office hours within seven days of the incident. If for some unforeseen reason the company offices are closed for that time then they are required within the next day the office is open. This policy in conjunction with the Terms of Service and Acceptable Use Policy form a full and completely binding agreement between the customer and Delta Services LLC.