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Service Level Agreement

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Forex VPS Host and the customer for the provisioning of IT services required to support and sustain the product or service.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the customer by Forex VPS Host.

3. Service Agreement

The following detailed service parameters are the responsibility of Forex VPS Host under this Agreement.

3.1 Service Scope

The following services are covered by this Agreement;

– Monitored email support
– Ticket Support

3.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

– Reasonable availability of customer representative(s) when resolving a service-related incident or request

4. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

4.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

– Email support: Monitored 9:00 A.M. to 6:00 P.M. Monday – Friday with responses guaranteed within 24 hours.

5. Agreement Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.