1. Service Availability:
SpecialAI guarantees that the Service will be available 100% of the time in a given month, excluding downtime due to Scheduled Maintenance. This Uptime guarantee applies exclusively to customers whose accounts are in good financial standing.

Uptime is defined as the proper functioning of all service-affecting equipment managed by SpecialAI, including routers, switches, cabling, servers, storage, and Zimbra software. Uptime is measured 24 hours per day in every calendar month, with the exception of Scheduled Maintenance periods.

Downtime (unavailability) is defined as 100% packet loss from SpecialAI's data center to its backbone providers and is measured from the time the trouble ticket is opened by the Customer.

The Customer will be notified no less than twenty-four (24) hours in advance of Scheduled Maintenance that may result in Downtime. Scheduled Maintenance will be conducted outside of regular business hours relative to U.S. Eastern Time.

SpecialAI reserves the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.

2. Support Requests:
All requests for support must be made via email to support@specialai.com, by phone call to 347.689.0700, or using the customer self-service web site. Support requests submitted by other means are considered invalid and will not be accepted under any circumstances.

Valid support requests must include the Customer's domain name, a priority level (see below), and a detailed explanation of the issue at hand. All such requests are logged in SpecialAI's ticketing system and assigned an alphanumeric ID or “ticket number”. The Customer should reference the ticket number in all subsequent communications regarding that issue.

During business hours, SpecialAI will respond to valid support requests within 30 minutes of submission. A response is defined as the creation of a ticket in the ticketing system, and a reply to the Customer indicating the ticket number, via email or phone.

2.1. Priority of support requests:
SpecialAI makes best efforts to service support requests according to the Customer's priority. We depend on the Customer to accurately specify the priority of each request, based on the following scale of precedence:

1. EMERGENCY: Please resolve ASAP

2. IMMEDIATE: Please resolve before end of current business day

3. URGENT: Please resolve before start of next business day

4. ROUTINE: Please resolve before end of next business day

5. SCHEDULE: Please resolve within 3 business days

Tickets of the same priority are resolved in the order they are received.

3. Credits:
SpecialAI will retroactively credit the Customer's account for Downtime. All credits shall be calculated as a percentage of the monthly Service charge in effect when the Downtime occurred. The maximum amount of all credits for a given month shall not exceed 50% of the monthly Service charge for that month. Credits are only applied to fees corresponding to the product or account that experienced Downtime.

3.1. Credit procedure:
The Customer must request an SLA Credit within ten (10) business days of the qualifying Downtime. Such requests must be made via email to billing@specialai.com. The Customer's domain name and the words SLA Credit must appear in the Subject of the email, and the message body should detail the Downtime for which credit is being requested. If the Downtime is confirmed by SpecialAI, credits will be applied within two billing cycles after SpecialAI's receipt of the Customer's request. Credits are not refundable and can be used only towards future billing charges.

3.2. Restrictions:
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of unavailability caused by or associated with:

1. Circumstances beyond SpecialAI's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, theft, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, Zimbra, e-commerce software, payment gateways, chat, statistics, Blackberry, Notify Link or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;

2. Failure of bandwidth providers to the SpecialAI data center Network, unless such failure is caused solely by SpecialAI or its data center;

3. Scheduled maintenance and emergency maintenance and upgrades, such as and not limited to the case of installing security patch releases;

4. Firewall and DNS issues outside the direct control of SpecialAI's data center(s);

5. Issues with FTP, POP, IMAP, or SMTP access;

6. Customer's acts or omissions (or acts or omissions of others engaged or authorized by the Customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.), any negligence, willful misconduct, or use of the Service in breach of SpecialAI's data center's Terms and Conditions and Acceptable Use Policy;

7. DNS (Domain Name Server) propagation;

8. Outages elsewhere on the Internet that hinder access to your account.

SpecialAI is not responsible for browser or DNS caching that may make your web mail or domain admin appear inaccessible when others can still access it. SpecialAI will guarantee only those areas considered under the control of SpecialAI: SpecialAI's data center server links to the Internet, SpecialAI's data center's routers, and SpecialAI's servers.

4. Hosting Support:
For SpecialAI's Hosted Zimbra accounts, 8x5 support is provided to a single administrator and SpecialAI is only responsible for maintaining 100% network uptime and will provide support only when network downtime is experienced. All other support related issues outside of the health and availability of Zimbra is the responsibility of the customer.

5. Fully Managed Support:
SpecialAI is responsible for the administration and end user help desk support for each paid Fully Managed Zimbra account. Fully Managed Support is available 8x5 and will be responded to as outlined in the “Issue and support request and response” section above.

SpecialAI's administrative support is defined as any moves, adds, or changes (MAC's) within the parameters of your paid Zimbra accounts. Please allow 24 hours for processing of all MAC's.

SpecialAI is in the business of making attempts to diagnose computer problems and deliver basic computer trouble-shooting over the telephone and Internet only for the purposes of supporting our Fully Managed Zimbra accounts. The SpecialAI Help Desk scope of support includes:

1. Emergency response based on the priority you assign to tickets (from within 1 hour to 48 hours or more)

2. Trouble-shooting and diagnostics of client-side issues in the Zimbra web client (we recommend Firefox)

3. Trouble-shooting and diagnostics of client-side issues in supported mail clients

4. Outlook 2003/2007 or Thunderbird under Windows XP or Vista

5. Mac Mail or Thunderbird under Mac OS 10.4 or 10.5

6. Occasional remote control and screen sharing sessions to expedite trouble-shooting

7. Trouble-shooting and diagnostics of client-side issues with Zimbra sync connectors

8. Trouble-shooting and diagnostics of mobile device issues

9. Identification of the optimal resources to solve issues, such as knowledgebase articles

10. Zimbra bug identification and submission: http://bugzilla.zimbra.com

11. Escalation to Systems Administration, Billing and Sales departments as needed

SpecialAI does not represent Zimbra, RIM, nor any other computer software, hardware or services firm. Help Desk Support may not be completed or even possible because of a problem with your computer, its configuration, network, Internet or the software that is beyond our control. In such event we do not resolve your problem to your exclusive satisfaction, we will communicate alternatives that may include recommendations for optional Services. We may also recommend third-party services for whose performance you agree we are not in any way liable, for example and not limited to the service that may be due and delivered by other computer manufacturers. If we determine and you agree you need more help than the Help Desk Support provides ("Out-of-scope Service"), such as and not limited to the case of any training, lessons, advocacy, expert advice or any service requiring remote control of your system, we may ask you to pay for Supplemental Services.

6. Customer Premise Support:
For SpecialAI management of customer premises-based Zimbra systems, support is only offered as detailed in Hosted Support (Section 4) with the addition of:

1. Troubleshooting and diagnostics of client-side issues in supported mail clients

2. Troubleshooting and diagnostics of client-side issues with Zimbra sync connectors

3. Troubleshooting and diagnostics of supported mobile device issues

7. Out-of-scope Service:
Desktop or operating system support, end-user training delivered to more than 2 people simultaneously, programming, senior technicians and advanced technology services, as determined by SpecialAI at SpecialAI's sole discretion, will be delivered as Supplemental Services, mutually agreed on by Customer and SpecialAI in writing and in advance of Service. Cumulative, additional charges for Hourly work may apply for rapid response ("Emergency") services, requests for specific, senior or multiple technicians, on-premise services and service outside of standard service hours and days, as agreed upon in writing prior to service.

8. 24/7 support:
For customers who have purchased SpecialAI's optional 24x7 support for their Fully Managed Zimbra accounts, support as outlined in the above section “Fully Managed Support” shall be extended from 8x5 to 24x7.

While SpecialAI will always make commercially feasible attempts to address service effecting emergencies as quickly as possible, 24x7 direct-support options are not available for Hosted and Customer Premises supported Zimbra systems.

9. Undelete and data restoration:
SpecialAI makes commercially reasonable efforts to make and verify nightly incremental, and weekly full backups of all your data stored on the SpecialAI servers, and to keep these backups for 30 days. You may use the methods outlined in “Issue and support request and response” to request we restore an individual mailbox to any date and time in 29 days immediately prior to your request, and we will restore the mailbox under a different name, for your convenience. Please allow 24 hours for processing of undelete requests.

10. Security and monitoring:
SpecialAI makes commercially reasonable efforts to enable the secure transfer of data such as and not limited to email to and from its Servers by using public SSL certificates to offer 256-bit SSL encryption of network services, including SMTP (outbound mail), POP (inbound mail), IMAP (inbound mail and synchronization), LDAP (directory services) and HTTP (web mail, mobile and desktop synchronization). We make commercially reasonable efforts to secure the servers physically by highly restricting and securing server administration, and placing the servers in data centers monitored 24x7 by live security guards, video surveillance, palm print, security code access and individually locked cabinets.