Service Level Agreement
(last updated: Septeber 2003)

99.99% UPTIME GUARANTEE

(a) Coverage
These 11th Hour Networks Acceptable Use And Service Guidelines apply to you if you have registered for either Shared Hosting Services or Dedicated Hosting Services (collectively, the "Service") and you are in good financial standing with 11th Hour Networks.

(b) Service Level
11th Hour Networks endeavors to have the content of your Web site available for http access by third parties 99.99% of the time ("Web Site Availability").

(c) Credits
In the event that there is no Web Site Availability, 11th Hour Networks will credit the following month's service fee as follows. For Shared Hosting services, such credit will be retroactive and will be as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed the monthly service charge for the affected month.

Customer Web Site Availability Credit
95% to 99.98% 25%
90% to 94.9% 50%
89.9% or below 100%

For Dedicated Hosting services, if the Web Site Availability is between 98.9% and 99.99% for any particular month, the credit will be retroactive and equivalent to the difference between the guaranteed level of availability of the customer's services during the month and the calculated actual level of availability of the customer's services, multiplied by the actual charges incurred by the customer for the services during that month period. In addition, for Dedicated Hosting services, customers may be entitled to additional credits as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed fifty percent (50%) of the monthly service charge for the affected month. Minutes of continuous downtime Credit 60 25%.

Three 60 minute intervals or more 50% In order for you to receive a credit on your account, you must request such credit within ten (10) business days after you experienced no Web Site Availability. You must request credit by sending an electronic mail message to support@11thhournetworks.com. For security, the body of this message must contain your account number, the dates and times of the unavailability of your Web site, and such other customer identification requested by 11th Hour Networks. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account will be your sole and exclusive remedy in the event that there is no Web Site Availability.

(d) Restrictions
Credits will not be provided to you in the event that you have no Web Site Availability resulting from (i) scheduled maintenance as posted from time to time at 11th Hour Networks.com, (ii) your behavior or the performance or failure of your equipment, facilities or applications, or (iii) circumstances beyond 11th Hour Networks's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web site.