Since 1995, IEXP has provided one of the Philadelphia area's most powerful and reliable hosting services. With our dedication to customer service and our ability to adapt to individual needs, we look forward to a long-lasting relationship with each and every customer. In order to ensure the quality of our service and customer satisfaction, we have developed the following quality commitment.

Service Availability Commitment Scope: IEXP's Service Availability Commitment is to limit Customer's Server unavailability to less than one consecutive hour in any calendar month.

Scheduled Maintenance Scope: Scheduled Maintenance shall mean any maintenance in the IEXP data center where Customer's Server is located, that is performed during a standard maintenance window on Tuesdays and Sundays from 12 AM to 4 AM local time of the IEXP data center. Every effort will be made to notify Customer's designated point of contact by a method elected by IEXP (telephone, email, fax or pager) within 48 hours of scheduled maintenance.

Service Availability Commitment Process: If Customer opens a trouble ticket with IEXP Tech Support within 5 days of Customer's failure to access Customer's Server and IEXP determines in its reasonable commercial judgment that the Server is unavailable due to a Server outage caused solely by the items of the service managed exclusively by IEXP that outage will be used to calculate Server unavailability for the remedies provided below. A Server shall be deemed to be unavailable if the server is not responding to HTTP requests issued by IEXP's monitoring software. IEXP's records and data shall be the basis for all service availability calculations and determinations. Scheduled maintenance shall not be deemed to be Server unavailability. Unavailability of Customer's Server due to Customer's web content or application programming, acts of Customer or its agents, network unavailability outside of the IEXP Network or events of Force Majeure shall not be deemed Server unavailability for the purpose of this Commitment.

Service Availability Commitment Remedy: If IEXP determines in its reasonable commercial judgment that Customer's Server was unavailable for one or more (but fewer than four) consecutive hours during a calendar month, IEXP, upon Customer's request, will credit Customer's account for such month the pro-rated charges for one day's service for that server. Or if IEXP so determines that the Server was unavailable for four (4) or more consecutive hours during any calendar month, IEXP, upon Customer's request, will credit Customer's account for such month for the pro-rated charges for one week's Monthly Charges for that server. Credits will not apply to data transfer charges or to charges for services other than the Monthly Charge for the server for which this Commitment was not met. Customer's account shall not be credited more than once per month under this Service Availability Commitment.

If you have any questions or comments on this agreement or your service with IEXP, please contact iexpsales@iexp.com.

Revision 1.1, 5/1/2002