Service Level Agreement

Master Service Level Agreement

This agreement ("Agreement") is between CRP System Inc. ("CRP System") at PO Box 97034 Richmond Station Main 7871 Westminster Hwy Richmond, B.C. V6X 8H3, Canada and the Customer or Organization ("Customer") specified in the electronic order form annexed herein by reference ("Order"). The agreement is made effective as of the date of the order.

The parties agree as follows:

Overview

This agreement in conjunction with the CRP System Acceptable Use Policy annexed herein by reference (AUP) are intended to cover any and all services provided by CRP System and received by the Customer. This service agreement and annexed AUP together, contain the entire understanding between CRP System and Customer with respect to the services ("Services") described in the Order and supersedes all prior agreements, understandings, negotiations and discussions, whether oral or written, between CRP System and Customer. Customer acknowledges and agrees that its entire right relating to CRP System Services are as set forth in this agreement and hereby waives all other rights that it may have by implication of law or otherwise.

1. Services

Subject to the terms and conditions of this agreement, CRP System agrees to provide the wholesale hosting services specified in the Order. Subject to Customer's right to terminate this agreement in accordance to Section 4.3 of this agreement, CRP System may expand or contract the scope of the CRP System's services by issuing an amended order form to the Customer in advance of such change.

2. Initial Term

The initial term of this Agreement is stated in the Order ("Initial Term"). The Initial Term shall not commence until CRP System accepts and confirms the completed order form from the Customer and until first payment as set out in the Order is made in full by the Customer for Services to be provided during the Initial Term. CRP System reserves the right to reject any order in which case moneys collected will be refunded/reversed.

3. Renewal Term

Unless terminated by CRP System or in accordance with Section 4.3 of this Agreement, this Agreement will automatically renew for successive terms of equal length to the Initial Term at the applicable rate and discounts.

4. Fees and Payment

The Customer agrees to pay CRP System, without limitation, for services provided. Customer is fully responsible to ensure payment of any and all amounts due, are paid on time independently of receiving any invoices or billing notifications from CRP System. Customer accounts may be cancelled with or without warning if any and all customer accounts are not paid up-to-date.

Customer is responsible for keeping their contact and billing information up-to-date and accurate, including but not limited to a properly functioning and reachable email address and telephone number.

Invoices may be provided as a courtesy to Customer by any or none of the following: email, CRP System Customer Service Center or upon request fax or mail. CRP System assumes no responsibility for invoices lost or not received. Dollar amounts and costs indicated for all CRP System services are in US currency, unless otherwise stated. Payment for all CRP System services is billed and due a minimum of thirty (30) days in advance. CRP System reserves the right to refuse acceptance of any form of payment or terms. Service and/or handling fees above and beyond those listed may apply at the discretion of CRP System.

4.1 Overdue Accounts

Overdue accounts may, at the discretion of CRP System, be issued a late payment reminder and/or 48 hour disconnection warning notice. Regardless of receiving a late payment reminder or disconnection notice all overdue accounts will be suspended/disconnected from the Internet for a period of 48 hours. Disconnected accounts are cancelled automatically after 72 hours unless: payment is received in full or alternative, suitable arrangements are made with CRP System. A minimum $25 reconnection fee will be charged on all accounts reconnected after being suspended/disconnected. NOTE: If an account is cancelled, there is NO possibility that it can be restored and/or its data recovered.

4.2 Other Charges

Customers will pay all sales and value-added taxes, duties or levies imposed by any authority, government, government agency or commission or crown corporation in connection with the CRP System web hosting and related services as provided under this agreement. Customers are responsible for collecting such taxes, duties or levies from end users as imposed by authority, government, government agency or commission or crown corporation.

CRP System reserves the right to charge the Customer standard hourly rates $100/hour CDN ($50 minimum per instance) to cover the resolution of excessive or unusual problems or complaints.

4.3 Cancellation Policy

All hosting contracts, unless otherwise negotiated, are month-to-month. The cancellation of any month-to-month hosting contract by the Customer MUST occur via the Cancellation Form provided in the CRP System Customer Service Center located at https://support.crpsystem.org. The form must be submitted at least 30 days prior to the requested cancellation date. There are no partial refunds or credits for early cancellations. All payments to CRP System Inc. are final and non-refundable.

4.4 Bandwidth Usage

*Applies to metered bandwidth customers only. Monthly bandwidth overages will be billed to Customer at regular rates without further notice on a monthly basis. If bandwidth overages become excessive during any given billing period CRP System may at its discretion bill and collect for the overages without notice to Customer.

5. Acceptable Use Policy

Customers shall at all times comply with and help ensure that they and their clients comply with the terms and conditions of the current version of the Acceptable Use Policy (AUP) posted at www.CRP System.com. Customer agrees that CRP System may amend the terms of the AUP from time to time by posting a new or different version of the Acceptable Use Policy at www.CRP System.com. The Customer shall include the terms and conditions set out in the Acceptable Use Policy in an Acceptable Use Policy with its own clients. Violation of the terms set forth in CRP System's AUP will result in an immediate and indefinite suspension of Customer's services solely at the discretion of CRP System.

6. 99.99% Uptime Guarantee

CRP System endeavors to provide the most reliable network infrastructure possible to its Customers. To Customers in good financial standing with CRP System we guarantee that our network is available 99.99% of the time in a given month, excluding scheduled maintenance. The network is defined as core network infrastructure excluding the hardware, services and software running on your server. Network downtime is measured from the moment the Customer notifies a CRP System support representative of a network failure to the time the Network responds to an external "ping" request. Notification of network failure must occur at the time of the outage and not after the fact. If network downtime exceeds .01% in a given month, the Customer will be credited 5% of their monthly hosting fee and an additional 5% for each additional 2 hours of downtime up to 50% of the Customer 's monthly hosting fee. Credits shall not be provided to the Customer if network downtime is the result of: a) scheduled maintenance b) circumstances beyond CRP System's reasonable control, including, but not limited to: dDOS or other network attacks, upstream or 3rd party network outages, war, fire, flood, sabotage, labor disturbance, acts of government, acts of god or c) breaking this Agreement or CRP System's Acceptable Use Policy.

7. Temporary Service Suspension

The Customer agrees that it may be necessary for CRP System to temporarily suspend services for technical reasons or to maintain the CRP System network, the Equipment or any other facilities, the timing of which will be as determined by CRP System. Such suspension of the Services will not be an interruption of the CRP System Services for the purpose of calculating network availability or the Customer's entitlement to credit for network interruption.

8. Emergency Service Suspension

CRP System may interrupt the Services at any time for any duration of time, without penalty or liability for any claim by the Customer, where necessary to prevent improper or unlawful use of CRP System Services or network. Such suspension of Services will not be an interruption for the purpose of calculating network availability or the Customer's entitlement to credit for network interruption.

9. Data Backups

CRP System offers data backup services for your critical data files. We make every effort to ensure the reliability of this process. However, because of technical issues regarding backups on live servers and the possibility of data corruption on backup and restore, CRP System cannot guarantee any data can be fully restored. The Customer will hold CRP System without penalty or liability for any claim resulting from a failed backup and/or restore procedure.

10. Compromised/Hacked Server

A compromised or "hacked" server is a serious threat to our network. CRP System, at its sole discretion, will take any and all measures to prevent a compromised server from doing additional damage to its own system and files or to the rest of the network. CRP System may at its discretion charge a reconnect fee of $25 for any server that has been disconnected due to compromise or other AUP violation.

Determination that a server has been compromised:

By the Client

If you believe your system may have been hacked, immediately report the situation to CRP System technical support. CRP System will examine your system and may implement additional monitoring of your system.

By CRP System

If a CRP System System Administrator believes a server on our network is compromised, CRP System will: 1) disconnect the server from the network, 2) contact the client, and 3) provide evidence of the server being "hacked".

11. Proprietary Rights

The Customer shall not display or otherwise use any trade mark, trade name, logo, symbols, coined word or combination of words used by CRP System or permit the same to be displayed or otherwise used in connection with any business conducted or controlled by the Customer except as may be specified or approved by CRP System in writing.

12. Termination of Agreement

If Customer breaches any of its obligations under this agreement or the Acceptable Use Policy (AUP) then CRP System may terminate this agreement at any time and without prior notice.

12.1 Discretionary Suspension or Cancellation of Services

CRP System reserves the right to refuse, suspend or cancel services provided to Customer for any reason CRP System deems necessary or warranted, including but not limited to, abusive or belligerent behavior, excessive administrative issues, consistent delinquent or late payments. CRP System may exercise this right at any time without prior warning or further explanation to Customer.

CRP System is not responsible for any loss of data or downtime resulting from willful, accidental or mistaken disconnection or cancellation of an account.

13. Limitation of Liability

Customer acknowledges and agrees neither CRP System nor any of its members, shareholders, directors, officers, employees or representatives will be liable for any special, indirect, consequential, punitive or exemplary damages, or damages (including but not limited to damages for loss of profits or savings, loss of data, or loss of use) in connection with this agreement. If, despite the foregoing limitations, CRP System or any of its shareholders, directors, officers, employees or representatives should become liable to Customer or any other person in connection with this agreement for ANY REASON, then the maximum aggregate liability of CRP System, its members, shareholders, directors, officers, employees and representatives for all such things and to all such parties will be limited to the lesser of the actual amount of loss or damage suffered by the claimant or the amount payable by Customer to CRP System for one month of service under this agreement.

14. Indemnity

Customer will indemnify and save harmless CRP System and its members, shareholders, directors, officers, employees, agents, contractors, and representatives from and against all damages, losses, costs and expenses (including actual legal fees and costs), fines and liabilities incurred by or awarded, asserted or claimed against CRP System or any of its members, shareholders, directors, officers, employees and representatives in connection with Customer's negligence, activities or omissions, or breaches of its obligations under this agreement, including claims brought by a person using or relying upon any advice given or publication produced and distributed by Customer.

15. Governing Law

This agreement shall be interpreted in accordance with and be governed in all respects by the laws of the Province of British Columbia and the laws of Canada applicable therein. The courts of British Columbia shall have non-exclusive jurisdiction to entertain any action or proceeding brought by the parties in connection with this agreement or any alleged breach of this agreement. The parties each attorney irrevocably to the jurisdiction of such courts.

16. Customer Acknowledgement

Customer acknowledges that it accepts all risk of any unauthorized or illegal use of the CRP System network or any inter-connected network by third parties. CRP System provides no warranties, makes no representations, and accepts no liability for the unauthorized or illegal access or interference with the Customer's server/network.

17. Electronic Commerce

The Customer is solely responsible for all aspects of their online store or e-business. This includes, but is not limited to:

The accuracy of statements and materials related to your products and/or services.

The accurate calculation and application of shipping and sales tax.

Processing Customer orders, inquiries and complaints.

Maintaining the confidentiality of Customer's client credit card numbers and private information.

18. IP Address Ownership and Usage

CRP System assigns IP (Internet Protocol) addresses to Customers for their use. Customers have no right to use CRP System IP addresses not assigned to them, to move IPs between different servers or accounts or in ways not permitted by CRP System. CRP System maintains ownership of all IP addresses that are assigned to Customers and reserves the right to change or remove them at its sole and absolute discretion. Typically, however, these changes are rare and made only at the request of ARIN or an upstream provider. PLEASE NOTE: The allocation of IP addresses is restricted by the policies of ARIN. These policies dictate that name-based hosting MUST be used whenever possible. CRP System reserves the right to periodically review IP address usage and revoke authorization to use those IP addresses not being utilized or where name-based hosting could be used.

19. CRP System Administrative Account and Software

For the purposes of Datacenter, Network, Server maintenance, inventory and related activities, CRP System staff and management retain the right to administrative access to any and all dedicated, Virtual Private and shared servers on their network. To facilitate this, all CRP System servers may include a CRP System administrative account and/or daemon designed for these purposes. See Acceptable Use Policy (AUP) for more details.

Last modified on Tuesday, 30 April 2013 10:32

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