DcData provides hosted Zimbra mailboxes, virtual servers, voice services and other application services as defined
by the plan or plans purchased by the customer from DcData (the “Services”).

“Subscription Fees” refer to the monthly recurring subscription fees that are invoiced by DcData to the Customer.
Subscription Fees do not include usage based fees such as the quantity of voice minutes, SMS messages,
bandwidth etc. consumed by the Customer through the Service.

By using the Services provided by DcData, you've indicated your full acceptance of the terms in this agreement, our "Acceptable Usage Policy" (AUP) and "Terms of Service" agreements, and you agree that is your responsibility to check the DcData website for changes to these agreements.

DcData uses commercially reasonable efforts to maintain a standard response time to technical support issues.
This response time will depend on the complexity of the inquiry and support request volume. DcData's technical
support department assigns the highest priority to customer inquiries related to server unavailability. The
estimated time to respond does not apply to inquiries that require extensive research and testing.

DcData must receive notice of billing disputes within sixty (60) days of the date that Customer was invoiced for the
Services or the Customer shall be deemed to have accepted such charges.

(a) Scheduled Maintenance. To ensure optimal performance and security of the Services, DcData will routinely
perform maintenance on a regularly scheduled basis within its published maintenance windows. This may require
specific Services to be suspended during the maintenance period. DcData schedules maintenance windows
according to its policies, which are available upon request. Service unavailability due to scheduled maintenance
will be excluded from Customer's uptime calculations for availability. DcData will use commercially reasonable
efforts to notify Customer in advance of any scheduled maintenance that may adversely affect Customer's
Services.

(b) Emergency Maintenance. Under certain circumstances DcData may need to perform emergency maintenance,
such as security patch installation or hardware replacement. DcData will not be able to provide Customer with
advanced notice in case of emergency maintenance. Service unavailability due to emergency maintenance will be
excluded from the uptime calculations.

(c) Hardware Replacement. DcData will use industry standard practices to determine whether server hardware is
functioning properly and will replace non-functioning hardware with similarly functioning hardware. DcData shall
use commercially reasonable efforts to implement hardware replacement within twenty-four hours from the time
the problem is identified. In the case where this time is exceeded, the excess downtime is counted against the
Service Availability Credit.

(a) Uptime.
DcData shall provide at least 99.9% Service Availability, measured on a per calendar-month basis.
Service Availability is defined as the ability of a user on the Customers account to access and retrieve information
from his or her mailbox, or make and receive phone calls, or access the applicable Service, provided that the
Customer’s account is active, in good standing and enabled. Unavailability caused by issues beyond DcData’s
reasonable control, including denial of service or similar attacks, mail bombs, ransomware and other malware, DNS resolution, Domain Name
expiration, Internet availability, SYN attacks, and other events or any other Force Majeure event will be excluded
from Service Availability calculations.

(b) Service Availability Monitoring.
DcData monitors its servers and the Services as a whole but does not monitor
individual mailbox, telephone extension or mobile device availability. To verify Service Availability, DcData uses a
combination of methods to validate availability, including but not limited to ping, HTTP/S access availability,
internal mail flow monitoring and failed voice calls. These checks are run on predetermined intervals with specific
failure thresholds with respect to the service being provided. If two or more consecutive tests fail, the lack of
Service Availability will be noted as the number of minutes between the first and the last failed tests. Any
unavailability less than five minutes in duration will not be recorded. DcData does not guarantee incoming and
outgoing mail delivery time and thus it is not included in its calculations or considered an outage if mail flow is
delayed. If a delay in mail flow is due to a complete Service, server, or network outage, Service Availability will be
calculated related to those services only. DcData will use commercially reasonable efforts to provide reasonable
times for incoming and outgoing mail flow. DcData does also not guarantee voice call connection times nor does
DcData guarantee voice call quality, and thus they are not included in its calculations or considered an outage if
call connection times or voice call quality is degraded. DcData will use commercially reasonable efforts to provide
reasonable voice call connection times and call quality.

(c) Liability.
DcData will not be liable to the client or any third party in respect of any and all damages, loss, claims or costs, or whatever nature and including but limited to direct, indirect consequential or special damages, suffered by the client or third party, whosoever arising, and DcData will moreover not be liable whether the loss was the result of the act or omission of an employee, vicarious or strict liability.

In respect to sections (5a) and (5b) above, DcData will use commercially reasonable efforts to make the Services
available at least 99.9% of the time. Should DcData fail to meet the availability set forth above, the Customer shall
be eligible for a credit. Credits are calculated as a percentage of the fees for the Services as follows:
3% of the monthly subscription fees for each hour of downtime - up to a maximum 30% of the monthly
subscription fees only. As per section (1) above, usage based fees are not included in the Credit calculations.
To receive a Service Availability Credit:

(a) The Customer’s account must be in good standing with DcData.

(b) The Customer must log a Technical support request with DcData’s technical helpdesk within 72 hours of the
event.

(c) The Customer must send an Service Availability Credit request email to DcData’s accounts department in the
month immediately following the month for which Customer seeking a Service Availability Credit requests must
include the Customer’s account number and the dates and specific times that the Service availability was below
the prescribed levels. The documentation and evidence supplied by the Customer must prove satisfactory to
DcData in it's sole discretion.

The maximum total credit for the monthly billing period shall not exceed 30% of the customer’s monthly
subscription fee for that monthly billing period. DcData will compare information provided by the Customer to the
monitoring data that DcData maintains. A Service Availability Credit is issued only if DcData confirms from the
monitoring data warranting the Service Availability Credit. DcData will calculate the Service Availability Credit
based on the type of particular Service for which Service Availability was below the prescribed level, the fees for
the particular Service and the percentage of overall individual mailboxes or other units adversely affected. For
example, if the Service Availability Credit pertains to the Service Availability of two mailboxes of 200 mailboxes, the
Service Availability Credit would be calculated as 1% x the monthly fee for the mailboxes x the % of monthly fee
credited. Except for the foregoing potential credit, DcData provides no warranty with regards to its performance of
support or maintenance services pursuant to this SLA.

(a) Software Configuration.
DcData will exercise industry standard practices to ensure that all pre-installed software
is correctly configured. In case there is more than one way to configure the software, DcData will choose the
configuration it determines, in its sole discretion, to be the most appropriate.

(b) Patches, Updates and Service Packs.
DcData will use commercially reasonable efforts to promptly install
security patches, updates, and service packs. Software updates may change system behavior and functionality and
as such may negatively affect the Services purchased by Customer. DcData cannot foresee nor can it be
responsible for service disruption or changes in functionality or performance due to implementation of software
patches and upgrades. If such disruption or changes occur, DcData will use commercially reasonable efforts to
remedy the situation as soon as possible after being notified of the problem by Customer.

(c) Required Upgrades.
DcData may be required by its software licensors to upgrade to the latest versions of the
software. Licensor-required upgrades will be performed free of charge and upon reasonable notice to Customer.
Software upgrades on DcData’s servers will occur at DcData’s discretion upon reasonable notice to Customer.

(d) Incompatibilities.
DcData is not responsible for problems that may arise from incompatibilities between new
versions of the software and the Customer’s devices, regardless of whether it was a requested, required or a
discretionary upgrade. Nevertheless, DcData will use commercially reasonable efforts to assist Customer in finding
a solution.

Each account is allocated storage capacity and data transfer amounts on DcData’s servers according to the plan
and options subscribed to by the Customer. This storage size and data transfer allotments can be increased by
requesting an upgrade from DcData at an additional charge. DcData’s servers may stop accepting, processing, or
delivering data when the purchased limit is reached thus causing Service unavailability or data loss. DcData shall
not be responsible for such unavailability or data losses. Server resources are shared among all customers hosted
on the same server(s). DcData configures servers, Services and storage in such a way that the Customer is
separated from other customers. However, due to its nature, for shared resources, server and service performance
levels cannot be guaranteed.

DcData uses third-party, anti-virus software. This software is configured to check all inbound messages. The virus-
detecting heuristics of the software are regularly updated. If a virus is detected or if a message attachment cannot
be scanned (for example, when it is encrypted or corrupted), the message and its attachments may be
permanently deleted. Messages with attachments larger than 5MB are not scanned. DcData advises the Customer
to use up-to-date anti-virus software on his or her devices. DcData is not responsible for any damages due to
viruses, including infection of end-user devices or lost or corrupted messages.

DcData uses third-party, anti-SPAM software on its servers. This software is configured to check all incoming
messages according to the SPAM-detecting heuristics provided with the software. As a part of the anti-SPAM
software service, the SPAM detecting heuristics are regularly updated. DcData is not responsible for any damages
due to anti-SPAM filtering, including lost or corrupted messages.

DcData is committed to protect our Customers’ privacy and the confidentiality of our Customers’ data to the
maximum extent permitted by South African law and/or accepted by industry Hosted Email SLA standards. We will
not access, view or review any of Customer's private data accessible to us (including but not limited to that
contained in Customer server files, call recordings, email messages, calendars, tasks, contacts or public folders)
unless:

(a) either the Customer or a government agency or regulatory body specifically requests us to do so;

(b) when performing routine backup and restore operations, virus scan and virus removal, spam and content
filtering; or

(c) if such access, view or review is urgent and necessary to protect personal safety, perform troubleshooting,
restore system operation in the event of a server failure, remove illegal or offending (e.g. pornographic, violating
our policies, etc.) content or to prevent a server failure, Service outage or other damage.

Under no other circumstances will DcData access Customer's private data or share Customer's confidential data
with any third parties without Customer's prior permission, except to the extent required by South African law or
governmental or regulatory body or necessary to render our services to the Customer.

The total Service Availability Credit due to Customer for any account may not exceed 70% of the monthly fees
charged to that account during the month for which the Service Availability Credit is to be issued. Only one Service
Availability Credit. Notwithstanding anything set forth in the Agreement or this Service Level Agreement, the
Service Availability Credit described in Section (6) shall be the Customer’s sole and exclusive remedy in connection
with any Service unavailability or breach by DcData of this Service Level Agreement.

Data restore requests required by the Customer can be initiated by sending an email to DcData's technical support
helpdesk via support@dcdata.co.za, subject to availability of the backup data. DcData performs routine server
backups for disaster recovery purposes only. Server backup scope and scheduling is at DcData's sole discretion.

While the Customer's account is active, DcData shall retain the Customer's data, including but not limited to the
content of mailboxes, call recordings, log files and backup copies. DcData shall not be responsible for retaining any
of Customer's data after account termination. All data is deleted from the servers after Customer's account is
terminated and from backups during scheduled backup rotation. The Company shall not restore, provide on any
storage media or send out any data pertaining to terminated accounts, unless specifically noted in a customized
service agreement.

To access DcData's Services the Customer must provide at the very minimum:

(a) An Internet connection with sufficient bandwidth and quality to allow for trouble-free browsing, voice calling and
data transfer.

(b) Up to date hardware devices and software.

(c) Ensure that your data is backed up.

DcData adheres to Acceptable Usage and No-Spam policies. Please refer to The DcData's Acceptable Usage Policy
and No-Spam policy at https://www.dcdata.co.za

Should Critical Errors reported to the DcData technical support team found to be caused, intentionally or
unintentionally, by the Customer or Customer's customer, DcData reserves the right to charge troubleshooting or
other actions according to its current support rates or price list.

Neither party is liable for any default or delay in the performance of any of its obligations under this Agreement (other than failure to make payments when due) if such default or delay is caused, directly or indirectly, by forces beyond such party's reasonable control, including events, without limitation, such as fire, explosion, flood, riot, drought, embargo, generator fuel supply/delivery problems, accident, earthquake, acts of God, labour disputes, accidents, acts of war (whether or not declared), terrorism, interruptions of transportation, communications or electrical supply, governmental act, delay or failure of carriers, supply shortages or any other contingency or delay or failure or cause beyond the control of the party affected