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Network Service License Agreement

THC's commitment to providing a standard of service and reliability unparalleled in the hosting industry is well- defined in the following:

1. THC guarantees network uptime of 99.9% of the time, excluding scheduled maintenance. In the event any customer experiences anything less than what is promised, a credit will be added to the clients' account upon their request.
2. The THC Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure.
3. Our network is multi-homed through redundant high-speed carriers which results in fast and reliable connectivity to our network.
4. Our Data Center is outfitted with redundant HVAC, Battery Power and Diesel Generator Power to ensure uptime in any situation.
5. THC maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.
6. The THC Data Center is ultra-secure. It can only be accessed through our employee key cards. In the event a customer needs personal access to their server, a THC personnel will escort them to their server and assist, as well as, monitor their activity.
7. In the event of a downtime, wherein THC can neither transmit nor receive data due to the failure of our network equipment, we will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. *No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time THC determines the issue to be resolved, excluding scheduled maintenance.

Self-Managed Service License Agreement

Self-Managed servers are provided with the following services:

1. Initial security hardening, hardware replacement and reboots (free of charge).
2. Guaranteed 24/7 support with a response time of 4 hours or less.
3. Remote access to their server via SSH or RDP 99.9% of the time.
4. The THC Data Center is manned with highly skilled technicians every hour of every day.
5. In the event any self-managed customer requires extensive trouble shooting beyond 15 minutes, a charge of $65 per hour may be applied. If it is determined that the server is experiencing problems due to a problem on the THC network or THC hardware, no charges will be applied and credit will be accorded to the clients' account upon their request (refer to the Network SLA regarding our 99.9% uptime guarantee).

Managed Service License Agreement

THC Managed Servers get special priority on all issues relative to the customer's server. We offer a wide range of managed services (cost varies depending on the level of management a particular client requires). Please refer to our Managed Server Pricing Matrix for information on services offered and guaranteed. In the event THC falls short of its priority support guaranteed time frame, a credit of 5% will be accorded to the customer's account.

Hardware Service License Agreement

THC guarantees the full function of all hardware components and will replace any failed component at no cost to the customer. Qualifying Hardware is Processor(s), RAM, hard drive(s), motherboard, NIC(s), power supply and other related hardware included with the server.

Hardware replacement is guaranteed to be complete within 4 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and THC has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 4 hour SLA.

THC Guarantee: In the event of failure (on our part) to replace the faulty hardware within 4 hours, We will credit the customer 5% of the monthly fee per additional hour of downtime incurred (up to 100% of customer's monthly server fee).