This Service Level Agreement ("SLA") describes certain performance and security components regarding the service provided by IT Solutions Now. This Service Level Agreement (SLA) applies to you ("Customer") if you have ordered any of the Windows Server 2003 and Windows 2000 based hosting services from IT Solutions Now (the "Services") and your account is current (i.e., not past due) with IT Solutions Now.

This SLA is governed by the IT Solutions Now End User Agreements and complemented by IT Solutions Now's Privacy Policy, the collection of which are designed to protect the privacy, security and best interests of IT Solutions Now's customers. IT Solutions Now agrees to abide by the terms of this SLA, and requires its customers to do likewise. IT Solutions Now shall use commercial best effort to provide continuous and consistent service with respect to this SLA. IT Solutions Now reserves the right to add, subtract or amend the terms of this agreement at any time upon twenty (20) days notice. Such notice shall be given to the administrator via e-mail and reflected in the SLA posted on the IT Solutions Now website.

1. Service Description

IT Solutions Now co-locates the hosted services in a Peak 10 data center in Jacksonville, Florida and Louisville, Kentucky.

a. Physical Security and Environmental Control

This section describes how IT Solutions Now protects the hosted services against unauthorized physical access and the threats of fire, power, temperature, humidity and other physical forces.

• Physical access to the data center is protected by biometric security systems and strictly limited to authorized IT Solutions Now personnel. Other persons are admitted only on an as needed basis (e.g., to maintain hardware components) and only under supervision.
  
• Environmental control provided by a redundant HVAC system.
  
• Data center protected by state-of-the art fire prevention system.
  
• Continuous power is supplied by battery backup systems and redundant diesel generators.

b. Network Access and Security

This section describes how IT Solutions Now protects the hosted services against unauthorized network access and the related security measures IT Solutions Now takes to protect its customers. It also contains some customer technical requirements and certain premium services IT Solutions Now offers.

• IT Solutions Now uses Cisco routers, switches, and firewalls.
  
• IT Solutions Now uses a redundant architecture and/or enterprise level servers provided by Dell and Peak 10 Data Centers.
  
• IT Solutions Now configures each server with a switched one thousand (1000) Mbps Fast Ethernet connection. IT Solutions Now connects to multiple Internet backbones through OC3 lines, within a major telecommunications hub.
  
• IT Solutions Now supports 128-bit encryption via SSL (our digital certificate is provided by Equifax Secure Global eBusiness).

Customer Responsibilities:

• Customers (or their agents) are responsible for properly maintaining the functional operation of all workstation equipment including connectivity to the Internet.
  
• Prior to alleging any connectivity problems, the customer will verify that they are able to reach major sites such as www.msn.com or www.yahoo.com.
  
• Customer's Administrators must allow all software required for IT Solutions Now's Administration Control Panel to be installed on the workstation.
  
• Customer is responsible for configuration of their Internet firewall to allow all necessary ports to be used.

Premium Services:

For additional fees, IT Solutions Now will be pleased to help its customers establish:

• A point-to-point network to construct a physically dedicated connection to access applications.

a. Data Security

This section describes the significant measures IT Solutions Now takes to protect customer information and contains important requirements for customers to follow to further enhance data security:

• All customer data is located on secure servers or directories that require access authentication.
  
• IT Solutions Now installs third-party, Antivirus software on its front-end SMTP servers which are utilized for the Exchange service. This software is configured to check all messages coming into and leaving the Exchange server (Messages sent between mailboxes on the server are not scanned) for viruses according to the virus-detecting heuristics provided with the software. As a part of the Antivirus software service, these heuristics are regularly updated. If a virus is detected, the message is deleted. No notification is sent to either recipient or sender of the message.
  
• IT Solutions Now employs RAID techniques to ensure the integrity of the data on its servers.
  
• All customer data is backed up to tape using IT Solutions Now's LTO tape library. IT Solutions Now performs full tape backups on a daily basis.
  
  Tapes are stored in an off-site location on a weekly basis. Nightly full backups are retained for two (2) weeks.
  
  NOTE: Nightly and weekly backups are performed for disaster recovery purposes only.
  
• IT Solutions Now is not responsible for data loss resulting from the failure or loss of the data storage or backup media.

Customer Responsibilities:

The following customer requirements enhance data security:

• Customers must use discretion granting administrator privileges.
  
• Users must not share their login identifier or password.
  
• We recommend that users change their passwords at least every forty-five (45) days.
  
• Users must select passwords that are eight (8) characters or longer that include a combination of upper and lower case with mixed alpha and numeric text.
  
• IT Solutions Now advises customers to use up-to-date, local Antivirus software. IT Solutions Now is not responsible for infection of end-user devices or lost or corrupted messages due to Antivirus software running on the Exchange server.

2. Service Availability

a. Coverage - Definitions

As used herein, the term "Service Availability" means the percentage of a particular month (based on 24-hour days and an assumed 30-day month) that access to IT Solutions Now's data center network, shared hosted applications, fully-managed customer servers and customer's data is available.

b. Guarantee

IT Solutions Now will use commercial best efforts to provide customers with 99.9% service availability relating to its hosting. Service Availability is calculated by the number of hours the service is available to customers plus the total number of hours, if any, the service is scheduled to be unavailable, divided by the total number of hours in that month

c. Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Service Availability caused by or associated with:

• Circumstances beyond IT Solutions Now's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, 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, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  
• Failure of access circuits to the IT Solutions Now Network, unless such failure is caused solely by IT Solutions Now;
  
• Scheduled maintenance and emergency maintenance and upgrades;
  
• DNS issues outside the direct control of IT Solutions Now;
  
• Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer) including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of IT Solutions Now's Terms and Conditions.
  
• Outages elsewhere on the Internet that hinder access to your account.

d. Scheduled Maintenance

To guarantee optimal performance of the Service, it is necessary for IT Solutions Now to perform routine maintenance on the servers. Such maintenance often requires taking servers off-line and are typically performed during off-peak hours.

IT Solutions Now reserves the right to plan a scheduled outage with forty-eight (48) hours advance notice. IT Solutions Now will use commercial best efforts to schedule these outages at non-peak hours and limit their occurrence to strictly necessary upgrades and required maintenance.

Scheduled outages are broadcasted in the Network Status page at www.itsolutionsnow.com or via e-mail to the designated administrator of each customer.

It is the responsibility of the administrators to notify all persons within their organizations of scheduled outages.

3. Technical Support

This section describes how IT Solutions Now maintains high quality customer care to ensure customer satisfaction.

IT Solutions Now technical support operates 24/7. IT Solutions Now provides a variety of ways for customers to request help or otherwise make inquiries.

• An online Support module may be used to report and track issues. The online support can be accessed via IT Solutions Now's control panel at URL: support.itsolutionsnow.com.
  
• 24 x 7 telephone support (1-904-242-9782)
  
• An online technical Knowledge Base is available at anytime on IT Solutions Now's website (support.itsolutionsnow.com).
  
  NOTE: Access to Technical Support is limited to designated administrator(s) for Customer.
  
  Administration permissions can be defined or updated through the IT Solutions Now control panel.
  Severity categories and response times are as follows:
  
  Severity #1 - assigned to outages that keep a business from being able to access one or all of their applications.
  Severity #2 - assigned to a situation that slows an organization's response time or limits the functions of one of the applications.
  Severity #3 - assigned to a general question or requests for enhancement.

If IT Solutions Now fails to comply with the response procedures described above, it will give affected customers a full day's credit.

Customer Responsibilities:

It will be the Customer's responsibility to maintain current profile information for their administrators using the IT Solutions Now control panel in order to receive notifications, which are made via e-mail.

4. Billing inquiries

Billing inquiries should be sent to .

All inquiries regarding subscription of new accounts or addition of services should be addressed to .

5. Business Continuity Provision

In the event that IT Solutions Now is unable to continue service to Customer, IT Solutions Now will use commercial best effort to provide no less than two (2) weeks of interim service.

During this period, IT Solutions Now will provide access to and at no cost the most current data backups, as well as all necessary information, including application settings and utilities, in order to facilitate a transition of Customer's service to another provider or in-house implementation.

[1] IT Solutions Now Management Elevation escalates customer issues through progressive levels of IT Solutions Now management as follows: 1st elevation - supervisor of help-desk support 2nd elevation - Customer Service Manager (department level manager) 3rd elevation - Director of Technology (senior management representative) 4th elevation - CEO (or another officer of the company).