SERVICE LEVEL AGREEMENT ("SLA" or Service Level Agreement)

This Service Level Agreement is an integral part of the SecureLink Terms and Conditions available at: www.proxyshard.com/terms . All definitions applied herein are in line with and have the same meaning as in Terms and Conditions. The SLA governs the level of SecureLink Services and our obligations and commitments regarding the quality of such services provided to the Customer.

1 EQUAL AND HIGH QUALITY

We are committed to providing the best possible quality in line with this SLA to all our Customers.

2 UPTIME AND EXEMPTIONS

2.1 Uptime is the time during the calendar year when SecureLink Services are available to the Customers and End Users. Downtime is the time period during the calendar year when the Customers or End-Users cannot access or use SecureLink Services. The uptime in percentage is calculated as follows: ( User Minutes -Downtime User Minutes) x 100

2.2 SecureLink hereby commits to:

• Annual uptime of 99.9%;
• Performance cookies.Annual downtime of no more than 525 minutes.

3 EXEMPTIONS TO THE UPTIME PERIOD COMMITMENT

3.1 SecureLink is committed to ensuring uninterrupted access to SecureLink Service, including by way of conducting regular maintenance works within the annual downtime period outlined in S. 2.2 above. However, the downtime period may be exceeded if all of the below applies:

• For the purposes of extraordinary additional maintenance works that will increase the quality of SecureLink Services;
• The annual uptime period will not be lower than 99.5%;
• Such extraordinary maintenance works will be notified by SecureLink on the website upfront and no later than seven days.

3.2 SecureLink is not responsible for the limitation of access or absence of access to SecureLink Services if such a limitation or absence was due to a force-majeure or actions of third parties/Customer/End User, including but not limited to:

• Deficiencies, malfunctions and limitations by the Customer's/End User's service provider;
• Specifics, deficiencies, malfunctions and limitations of hardware/software utilized by the Customer/End User, including application of specific settings;
• Attacks on the Customer's/End User's resource; etc.

4 MAINTENANCE

4.1 SecureLink conducts regular maintenance works:

• up to five scheduled maintenances annually;
• within the annual downtime period;
• preferably during the weekend;
• with a prior notice available on the website: https://t.me/proxyshard

5 COMPENSATIONS

5.1 The Customer is entitled to compensation if the annual downtime period is below 99.5% and/or in other cases prescribed by the applicable law.

5.2 The compensation is provided to a Customer:

• in the form of a credit service entitling the Customer to a certain amount of time of use of SecureLink Services;
• in another form agreed by SecureLink.

5.3 The compensation is calculated proportionally to the period of limited access exceeding 0.5% annual downtime (i.e., more than 43.8 hours per year) and is determined as: (X$ / 8760) × hours of excess downtime.

5.4 SecureLink does not provide compensations for cases outlined in 3.2 above

6 CUSTOMER SUPPORT AND ADDRESSING REQEUSTS

6.1 The Customers are entitled and encouraged to inform SecureLink about the defects, errors, support requests and other issues via contact details below:

• E-mail: business@securelinknetworks.eu;
• Phone: +380932028794;
• Working hours: Monday-Friday, GMT+3, 10:00 – 22:00.

In urgent cases, SecureLink will address customer inquiries 24/7.

6.2 SecureLink will address Customer's inquiries in line with the table below: