SERVICE LEVEL AGREEMENT
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At BaseSpace.net, we take pride in offering a service level agreement
which reflects the seriousness of our committment to reliability and
maximum uptime. Even our standard service level has serious financial
repercussions in the event of an outage. For customers needing
additional service guarantees, please consider purchasing the First
Among Equals Service plan.


STANDARD SERVICE
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In the event of a service interruption, a customer will receive a
credit equal to ONE QUARTER (1/4) of their monthly rent, up to a
maximum of TWO (2) such credits in a month. A customer will receive
the credit if, in the customer's own judgement, the interruption was
sufficient that they were unable to perform their mission.

In addition, the first outage of 5 minutes or less in a given month
will not incur an SLA credit.

This standard Service Level Agreement is included in the basic
colocation or managed server offering at no additional charge.

We regret that we cannot offer any Service Level Agreement to our
(few) shared web hosting customers, mostly because the overhead of
accounting for those small credits would cost more than the value of
the credits.


FIRST AMONG EQUALS SERVICE
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Get the First Call

We strive to provide excellent service to all our customers. However,
sometimes we have no choice but to prioritize our customers in
order. Customers who have purchased the First Among Equals service
plan will receive priority over other customers whenever there is a
choice to be made.

For example, when there is an outage, we phone all our customers to
inform them, one at a time. We would call First Among Equals customers
first, then our remaining standard service customers.

Extra-Long Power

Servers on this plan will draw their power from the Extra-Long Runtime
(XL) Uninterruptible Power Supply. This provides more time for
BaseSpace.net staff to get the backup gasoline-powered generator going
in order to provide emergency power in the event of a long duration
outage. Furthermore, the XL UPS will be the first to be connected to
the voltage regulator once the generator is running.

Service Interruption Credit

In the event of a service interruption, customers on the First Among
Equals plan will receive HALF (1/2) a month's rent as a credit for
each outage, up to a maximum of TWO (2) such credits per month. This
is the same SLA as has been in effect prior to 2003. However, unlike
the previous SLA, we will not wait for the customer to confirm that
the outage was sufficient that they were unable to perform their
mission, but immediately issue the credit. We assume that a customer
who purchases the First Among Equals service plan requires maximum
uptime.

Price

The price of the First Among Equals service plan is $20/month per
server. Note that the price is the same for any size server, and
remains the same for colocation or managed server customers, even
though customers with larger monthly rents would receive larger SLA
credits under this plan. This is intentional.