Service Level Agreement (SLA)

This Service Level Agreement describes service level commitments provided to our customers (“you“, “your“) by Tonga Cable Ltd (“the company“, “company“, “us“, “we” and “our“) for our web hosting services.

I. Technical Support

TCL will provide you with technical support on the set-up of your account, access, basic web site set-up, and other server related issues at no additional charge. TCL will not provide development-related support for web applications, scripts, or components from third parties or those developed by you. Email support is available 5 days a week and response will be mostly within 24 hours. In requesting for support, please provide us a full description of the problem and your e-mail Account to assist us in your enquiry. The Company’s standard response time to technical support issues is within eight (8) hours during working hours, However, it will depend on the complexity of the problem and support request volume. The Customer Service Team assigns the highest priority to customer inquiries related to the servers’ unavailability. These issues are addressed first upon notification from a customer. Virtual Private Server customers who are on an unmanaged plan will receive support for availability and hardware node issues only.

Support Hours: 9am to 4pm Tonga Time (GMT +13), Available Monday to Friday (excluding public holidays).

II. Scheduled Maintenance

To maintain optimal performance and security of our servers, TCL will perform routine maintenance on the servers on a regular basis, which may require servers to be removed from service temporary. The Company reserves two hours of server unavailability per month for maintenance purposes. This server unavailability will not be included in server uptime calculations. The maintenance is typically performed during off-peak hours. TCL will provide customers with advance notice of maintenance whenever possible.

III. Availability

TCL’s primary commitment is to provide outstanding web hosting services to all customers. To support this commitment, the Company assures at least 99.95% server availability. This availability is calculated in a monthly basis. This figure does not include availability loss caused by circumstances that are out of the Company’s control such as unavailability of major national communication backbones, Denial of Service attacks or other types of attacks.

IV. Storage Capacity and Data Transfer

Each account is allocated with storage capacity and data transfer amounts on TCL’s servers according to the plan and options selected by the customers. This storage size and data transfer allocations can be increased by request for an additional fee. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing server unavailability or data loss. TCL shall not be held responsible for such unavailability or data losses.

V. Data Integrity

TCL employs RAID technology on all servers to ensure data redundancy and integrity in the unlikely event of a hardware failure. TCL performs routine server backups for disaster recovery purposes and the servers are also configured to back-up automatically to an off-site locations on a scheduled basis. The Server scheduling and scope is at the Company’s sole discretion.

VI. Data Retention

TCL shall not be responsible for retaining any data after account termination. All account data is deleted from the server(s) following the termination of an account, and subsequent backups as a result of regular backup schedules. TCL will not provide any data pertaining to existing or terminated accounts unless agreed to by the company.

VII. Customer Responsibilities

To access TCL’s services, the customer must provide at the very minimum the following:

• an Internet connection with sufficient bandwidth and quality to allow trouble-free browsing, data uploading and downloading;

• a fully functional Internet browser;

• tools to develop and publish content as you find suitable and necessary; and

• tools to access database servers if such services are purchased by you.