1.1 Device Availability
For each device in redundant configuration eStation will guarantee 99.9% hardware uptime or no more than 44 minutes downtime unless previously scheduled and agreed upon with the client.

For each device in non redundant configuration eStation will guarantee 99.5% hardware uptime or no more than 220 minutes downtime unless previously scheduled and agreed upon with the client.

Hardware uptime is the time hardware is physically running and neither Internet connectivity nor Network connectivity shall be taken into account.

1.2. Internet Connectivity
eStation will provide Internet Connectivity in accordance with customer service agreement. Internet connectivity shall hold a guarantee of 99.8% uptime. Internet uptime is defined as time where hardware can access the greater Internet excluding hardware located within the immediate data centre.

1.2.1 Internet Connectivity – Vicious Attacks and or SPAM
In the event of unexpected above average traffic spikes eStation will attempt to contact the client to confirm the traffic is legitimate. In the event that the client can not be contacted or the traffic is of a malicious nature and poses a risk to eStation infrastructure or the greater Internet community, eStation reserves the right to disable the flow of traffic from the clients services.

If eStation becomes aware of a breach in the customer service agreement including, but not limited to, the distribution of unwanted commercial email (SPAM), eStation reserves the right to disable the flow of traffic from the clients services.

Such discontinuations of service shall not affect the minimum service uptime guarantees, and is intended to protect the client from data charges and the greater Internet community where applicable.

1.3 Network Connectivity
Network connectivity is the link between the hardware and eStation's link to its border (Internet facing) routers. eStation will guarantee 99.8% uptime unless previously scheduled and agreed upon with the client.

2.1 Support Response Times
All support requests, received via helpdesk ticket, phone or otherwise, will be responded to as quickly as possible. Ticket acknowledgment ('Response') shall be provided within 15 minutes.

Urgent or downtime related support requests will receive priority and be forwarded for action to the appropriate staff person immediately.

Non critical support requests will be actioned on a priority basis. Non critical support requests shall be actioned within 5 hours of ticket acknowledgement.

2.2 Support Times
Support is provided at these times unless otherwise scheduled and agreed upon with the client.

Telephone Support is provided 9 am till 5pm exclusive public holidays and weekends.

Email Support is provided 8 am till 11 pm 365 days per year.

3.1 Reimbursement Conditions
If eStation determines that services bound by this SLA were unavailable for a period exceeding the maximum allowable under the prescribed up-time target, upon the client's request, eStation will credit the client the prorated charges of one (1) day of the client's service charge, up to a maximum of thirty (30) days per month per hour of downtime.

3.2 Reimbursement Request
To receive credit if the guarantee has not been met, it is the client's responsibility to contact eStation within thirty (30) days of the end of the month for which credit is requested.

4.1 Physical Hardware Security
eStation is responsible for using commercially reasonable efforts to provide physical security of the data centre, security of the Managed Data Centre Network, and security of eStation's Device builds, to include testing and deployment of security patches and fixes, where appropriate.

4.2 Software Security
eStation will maintain client's software security in accordance with customer service agreement. eStation will take all efforts required to ensure the integrity and uptime of client's software operating environments.

5.1 Backup of Client Services
eStation will perform scheduled backups in accordance with the customer service agreement. Backups may be bound to an individual SLA. Where backups are stored offsite, eStation is not responsible for the safety of backup media while in transit between the data centre and the client's specified location, or for the safety once media arrives at the client's specified location.