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The Object Storage service is a product based on the IaaS - Infrastructure as a Service - model which allows you to create dedicated spaces for storing all the data that you want. This tool provides you with a safe, reliable and flexible storage space so you can then distribute any type of file to your customers. The Object Storage system stores your data in multiple copies, on multiple disks and on multiple Servers ensuring greater security.

One of the key terms for any cloud SLG covers availability and downtime. XcellHost will use commercially reasonable efforts to make SimpliDrive available with a Monthly Uptime Percentage (defined below) of greater than 99.5% during any monthly billing cycle (the "Service Commitment"). In the event SimpliDrive does not meet the Service Commitment, the Customer will be eligible to receive a Service Credit as described below.

Outage Duration Measurement Guidelines

Proactive Management

Outages are measured using XcellHost Monitoring Tools and are inclusive of time to rebuild, reload, restore and configure Services. Proactive Management levels include Layer 3, Defcon 1, Optimal and Compliance.

Reactive Management

XcellHost administrators are alerted of Outages by the Client through the ticketing system. It measured from the time a trouble ticket is opened by the Client to the time Service Availability.

Managed Services

Network and Infrastructure Downtime is measured from the time a trouble ticket is opened by the Client. Guarantees for Managed services are on a per event basis and are not cumulative within a period of time.

Definitions

Colocation Services
Hardware is the property of Client, while datacenter space, power, bandwidth, and Ethernet ports are purchased from XcellHost. Client is responsible for supplying replacement parts, hot swappable Hardware, and all required software media. These Services are not Managed.

Infrastructure
Power and HVAC systems including UPSs, PDUs and cabling, but does not include the power supplies on Hardware.

Hardware
All equipment and components (processor(s), RAM, hard disk(s), motherboard, NIC cards and other related Hardware) located within XcellHost datacenters and utilized by the Client.

Hardware Failure
An interruption to normal operation of Hardware that materially disables functionality of or access to Services.

Managed
Services purchased from XcellHost with a management service level assigned that is not specifically designated as Un-Managed below.

Monitoring Tools
XcellHost will monitor Services via ICMP (ping) access from monitoring systems. Data points for measuring Service Availability will be collected every five (5) minutes and stored for ninety (90) calendar days by XcellHost.

Network
XcellHost's equipment, software, and facilities that are collectively utilized by XcellHost to provide connectivity to Services from XcellHost's internet exchange providers' points of presence in a facility to the outbound port of the Hardware provided and/or Managed by XcellHost or located in Colocation space provided to Client by XcellHost.

Outage
Network Downtime, Infrastructure Downtime, Service Downtime, Un-Managed Hardware Downtime

Service Availability
Services being available through the internet or other connectivity specified by the Services.

Scheduled Maintenance
Planned interruptions of Services during a maintenance window that occurs after a notice to the Client delivered via electronic communication. Scheduled Maintenance is coordinated with the Client to the best of XcellHost's abilities to align with Client's wishes.

Unavailable Services
Complete failure of Service Availability (100% packet loss).

Un-Managed
Services purchased from XcellHost with the following service levels or no service level defined: Defcon 4, Defcon 5, SiteView, SystemView, and Layer 1. Defcon 4, Defcon 5 and Services with no service level defined may have no XcellHost monitoring tools installed and therefore those Services will not be Monitored.

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