Support & Remote Hands SLA

1. Coverage; Definitions

This SLA applies to only clients who have ordered Shared Hosting Services, Reseller Hosting Services, Virtual Private Servers, Cloud VPS Hosting, dedicated web servers, from BODHost (the "Company") and your account is current (i.e., not past due). As used herein, "Response Time" refers to time taken by BODHost support personnels to acknowledge requests from Clients, as measured by the Company.

2. Service Level

1. Goal: BODHost aims to provide Ardent Customer Support to Clients - 24 hours per day, 365 day per year.

2. Remedy: Subject to Sections 3 and 4 below, Resonse time placed by Client's, Company ( BODHost )will credit accordance with time exceeding 30 minutes from the time at which the request has been placed by the client based upon the following schedule :

3. Exceptions : Client shall not receive any credit under this Service Level Agreement in respect with any failure of Response Time guidelines in the following scenario :

1. Instances which are beyond Company's ( BODHost ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or thrid-party services, DdoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce softwares, payment gateways, chat softwares, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement;

2. Scheduled and emergency maintenance and upgrades;

3. Client's act of ommissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, willful misconduct, or use of Services in breach of Company's( BODHost ) Terms and Services and Acceptable Use Policy;

4. Inadequate information provided by client's in order to validate their requests including without limitation, Client's account credentials required for access of the equipment, equipment identification, missing or invalid IP address information;

5. If unable to contact client via phone, email or live chat. Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket at http://support.bodhost.co.uk/ or email us at billing@bodhost.com The Request should include Client's domain name, registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be encashed.

Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and are Client's exclusive solution in respect with failure of Client services.