ANLA Inc. (accessca.com) is committed to providing reliable, high-quality support to Clients using accessca.com Hosted Services. This SLA outlines the minimum service a Client may expect from accessca.com for the contracted service. The following SLA represents accessca.com's sole responsibility and the Client's sole remedy related to the Hosted Services and any Service Guarantee.

Definitions
Client shall mean a accessca.com client who has executed a binding agreement for accessca.com's Hosted Services, excluding any Client whose account is, or during the period in question, was not in good financial standing with accessca.com, or is in violation of the terms and conditions or accessca.com's acceptable use policy outlined herein and in the accessca.com Master Service Agreement. 


Limited Service Guarantee
accessca.com warrants that it will use commercially reasonable efforts to minimize Excess Packet Loss, Latency and disruption of Hosted Service, and to avoid Downtime, and that accessca.com will provide remedies described to Client: (Excess Packet Loss, Latency, disruption of Hosted Services and Downtime are defined below).

Packet Loss, Latency and disruption of Hosted Services
accessca.com does not proactively monitor the packet loss, transmission latency of specific clients, or the disruption of Hosted Services. accessca.com does, however, proactively monitor the aggregate packet loss and transmission latency within its LAN and WAN as well as uptime and connectivity to its Hosted Services. In the event that accessca.com discovers (either from its own efforts or after being notified by Client) that Client is experiencing packet loss in excess of five percent (5%) ("Excess Packet Loss") or transmission latency in excess of 120 milliseconds round-trip time based on accessca.com's measurements ("Latency") between any two routers within the continental United States portion of the Network on average for each hour, or that Client is experiencing connection or authentication failures to core Hosted Services servers ("Disruption of Hosted Services"), and Client notifies accessca.com (or accessca.com has notified Client), then accessca.com will use its commercially reasonable actions to determine the source of the Excess Packet Loss, Latency, or disruption of Hosted Services and correct the problem. If either Excess Packet Loss, Latency, or disruption of Hosted Services occurs and it stems from a source within the Network and not from the Client or beyond the Network, and if accessca.com fails to correct the Excess Packet Loss, Latency, or disruption of Hosted Services after using its commercially reasonable efforts for a period of twenty four (24) hours after accessca.com becoming aware of such Excess Packet Loss, Latency, or disruption of Hosted Services then accessca.com will credit Client's account the pro-rata Bandwidth and/or API Fees payable by Client to accessca.com (as set forth in the applicable Service Order) for the continuous duration of such Excess Packet Loss, Latency, or disruption of Hosted Services; provided that all such aggregate credits for such failures in any calendar month, combined with any other credits Client may be eligible for, will not exceed the actual aggregate fees otherwise due from Client to accessca.com for Bandwidth and/or Hosted Services for that calendar month.

Client Must Request Credit
Client must notify accessca.com within three (3) business days from the time Client becomes eligible to receive a credit under this SLA to receive such credit. Failure to comply with this requirement will forfeit Client's right to receive a credit.

Limitation on Remedies
If Client is entitled to multiple credits under this SLA, such credits shall not in any event be cumulative beyond a total of credits equal to the aggregate service fees for that month in any one (1) calendar month. accessca.com will not apply a credit under this SLA for any Excess Packet Loss or Latency for which Client received a credit under this SLA. accessca.com will only apply a credit to the month in which the incident occurred. Further, accessca.com will not apply a credit for any period in which Client received any Hosted Services free of charge. This SLA states Client's sole and exclusive remedy for any failure by accessca.com to provide Services or adequate Service levels, including but not limited to any outages or Network congestion. accessca.com's blocking of data communications in contravention of its Anti-SPAM Policy or Acceptable Use Guidelines shall not be deemed to be a failure of accessca.com to provide adequate Service levels under this SLA.

Policy Change
accessca.com reserves the right to change, amend, or revise this SLA policy at any time. Changes or revisions to the SLA will be deemed effective upon posting the applicable revision on accessca.com's website.