OhioOnline., Inc.

The goal of this Service Level Agreement ("SLA", hereafter) is to have the OHIOONLINE Network available 100% of the time and, as set forth below; OHIOONLINE will credit the Customer's account if OHIOONLINE fails to meet this service level during any given calendar month. At the Customer's request, OHIOONLINE will calculate the Customer's "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the OHIOONLINE Network was not available to the Customer, but will not include unavailability continuing for an hour or less which the Customer fails to report to OHIOONLINE within five days, or any outage resulting from OHIOONLINE Network maintenance.

A second goal of this SLA is to notify the Customer within 15 minutes after OHIOONLINE's determination that the Customer's service is unavailable. OHIOONLINE's standard procedure is to ping the Customer's router every five minutes. If the Customer's router does not respond after two consecutive five-minute ping cycles, OHIOONLINE will deem the service unavailable and will contact the Customer's designated point of contact by a method elected by OHIOONLINE (telephone, email, fax or pager). This reporting procedure is only available for service provided entirely in the contiguous U.S. and is applicable only if the Customer completes OHIOONLINE's Customer Information Form in its entirety or registers by submitting the form available. CLICK HERE The Customer is solely responsible for providing OHIOONLINE accurate and current contact information for the Customer's designated points of contact. OHIOONLINE will be relieved of its obligations under this section if OHIOONLINE's contact information for the Customer is out of date or inaccurate due to the Customer's action or omission or if OHIOONLINE's failure is due to reasons of Force Majeure. If OHIOONLINE fails to meet this reporting standard, at the Customer's request, the Customer's account shall be credited the pro-rated charges for one day of the OHIOONLINE Monthly Fee for the service with respect to which this standard has not been met; provided, that the Customer may obtain no more than one credit per day, regardless of how often in that day OHIOONLINE failed to meet the reporting standard.

Should there be a service interruption of 30 minutes or more in a day, the Customer's account shall be credited the pro-rated charges for one day of the OHIOONLINE Monthly Fee for the service. The Customer may obtain no more than one credit per day, regardless of how often in that day the service was interrupted.

OhioOnline will perform tape rotation for a tape drive mounted on the server and network backups for the server can be requested on a fee for service basis.

Network access to the server will be controlled by Customer policies. An OhioOnline employee can be available to provide physical access to the server with 48-hour prior notice during normal business hours. Off-hours access will be scheduled with more lead time on a time & materials basis. Emergency access can be obtained on a time & materials basis. An OhioOnline employee must be present at all times in the data center.

OhioOnline employees will only access Customer co-located equipment as directed by Customer. OhioOnline cannot be held responsible for any losses resulting from lost or damaged data.

Only those individuals identified in writing by the Customer on the Customer Information Form may have access to the Data Center. The Customer shall deliver prior written notice to OhioOnline of any changes to the Customer Information Form and the list of Representatives. The Customer and its Representatives shall not allow any unauthorized persons to have access to or enter Data Center. The Customer and its Representatives may only access that portion of Data Center made available by OhioOnline to the Customer for the placement of the Customer's equipment and use of the Data Center Services, unless otherwise approved and accompanied by an authorized OhioOnline representative.

Payments / Non-Payments

It is the express policy of OhioOnline, Inc., that all outstanding payments over 45 days past due must be paid in full or risk disconnection from OhioOnline's network. Failure to comply with this policy may result in the disconnection of any serial ports connected to the Internet, phone company, router, csu/dsu or other essential equipment. Any and all servers, disk, tape or routing devices, including intrusion detection systems or managed services will be disconnected or discontinued until full payment has been made. OhioOnline reserves the express right to confiscate any data or device hosted at OhioOnline's data centers until payment has been made. OhioOnline accepts no responsibility for any loss of data or productivity in regard to any level of connectivity or hosted device.

OhioOnline, Inc.