You are responsible for administering your Mail Service, including adding mailboxes, adding wireless or other service components, adding storage capacity, managing settings, and configuring spam filters unless Consulting Networks agrees in writing to administer such changes and features. If Consulting Networks agrees make changes to your Mail Service for you there may be a delay between the date upon which you request a change and the date upon which such change is applied. If Consulting Networks agrees to apply a custom transport rule to your Mail Service on your behalf you agree that you are responsible for the consequences of such custom transport rule.

Your Mail Service will be available 100% of the time in a given calendar month, excluding maintenance.

Your Mail Service shall be deemed available for the purposes of this SLA unless you are unable to send or receive mail as a result of a failure of your Mail Service (“Downtime”) Downtime does not exist if you are unable to send or receive mail as a result of a failure outside of Consulting Networks reasonable control, such as your connection to the Internet or your systems. Consulting Networks will perform maintenance on the Mail Services on a regularly scheduled basis within its published maintenance windows, which will be announced on our system status page (http://mail.connet.co.uk). Consulting Networks may also perform unscheduled emergency maintenance if needed to address new security threats or other non-routine events. A delay that may occur while the Mail Service makes planned transitions between redundant system elements is considered maintenance. If Consulting Networks expects any maintenance to take more than 20minutes, it will make reasonable efforts to post an announcement on the system status page at least 7days in advance of the maintenance, but we do not guarantee such notice. Delivery delays are considered down time while mail is not being processed.

a) If the Downtime continues for 5 consecutive hours or more, you may request a credit equal to the monthly recurring fee for the affected Mail Service (Consulting Networks Hosted E-Mail) multiplied by the percentage of your mailboxes affected (the ” Maximum Credit”); or

b) If the Downtime continues for less than 5consecutive hours, then you may request a prorated portion of the Maximum Credit equal to the number of minutes of Downtime divided by 5hours (300 minutes).

You are not entitled to a credit (i) if you are in breach of the Agreement (including your payment obligations to us) at the time of the occurrence of the event giving rise to the credit until you have cured the breach; (ii) if the event giving rise to the credit would not have occurred but for your breach of the Agreement; or (iii) for any Mail Services that are terminated or removed by you during an affected month. You must request a credit through your control panel within 7 days following the end of the Downtime. Your request must describe the Downtime, including the specific Mail Service affected, the start and end time of the Downtime, a percentage or list of mailboxes affected, and specifically how your use of the Mail Service was adversely affected. Consulting Networks will apply any credit that is due against your next invoice for the Mail Services. The maximum total credit(s) for failure to meet any applicable SLA for any calendar month shall not exceed 100%of the then current monthly recurring fee for the Mail Services.