Overview

This Service Level Agreement (SLA) covers the following performance parameters for Global Data Vault Corporation's Data Backup Service:

• Installation of Service and Free Trial Period
• Backup Performance Monitoring
• Backup Server Availability
• Privacy

Installation of Service and Free Trial Period

Upon request, Global Data Vault Corporation will provide customer with free installation assistance on customer's server, personal computer, or laptop computer. Assistance will include proper configuration of the software, not to include work necessary to accommodate customer's access to the Internet or customer's use of software or hardware requiring special configuration. Assistance will not include any hardware or software upgrades necessary to accommodate the data backup service.
Global Data Vault Corporation will provide basic data selection assistance to customer, based on customer's direction. Final responsibility for proper data selection rests with the customer.
Customer will have fifteen days from the date of installation during which to cancel service if dissatisfied. If cancellation notice has not been received in writing (by email is sufficient) by the end of the fifteenth day after installation, customer will be required to pay for service.

Backup Performance Monitoring

Global Data Vault Corporation will provide ongoing backup performance monitoring for customer at a frequency of not less than once per week. Monitoring will include the review of activity logs produced by customer's data backups on Global Data Vault Corporation's backup server. Global Data Vault Corporation will notify customer of backup errors shown in activity logs that persist after three consecutive backups.

Backup Server Availability

Global Data Vault Corporation is committed to providing reliable access to the backup server for its customers. In the event that customer is unable to access the backup server for more than one day during a calendar month, Global Data Vault Corporation will credit customer's bill for the same month in the amount of 10% of the entire bill, for each incident beyond the first. An incident will be defined as customer's inability to connect to the backup server at the customer's scheduled backup time, as a result of failure of the backup server.
Credit offer does not apply to periods of scheduled maintenance on the backup server. Maintenance will not be scheduled without a minimum of three days notice to customer.

Privacy

Customer data stored by Global Data Vault Corporation is protected with sophisticated data encryption technology and password protection. Global Data Vault Corporation does not allow access to customer data by unauthorized parties, including Global Data Vault Corporation personnel. In the event that the customer requests that Global Data Vault Corporation personnel access customer data, such as in the event of an emergency data restoration for which the customer requires assistance, Global Data Vault Corporation personnel will require customer to provide password verification.