Service Level Agreement

1. Purpose

The purpose of this instrument is to guarantee the quality of the services that INANetworks SpA provides to the client for Game, dedicated server and VPS services.

2. Guarantees

INANetworks SpA. ensures and guarantees the availability and full operation of its connectivity, power, cooling and infrastructure for 99.9% of the contracted online time, excluding:

a) Planned maintenance tasks

Those arising from preventive maintenance, whether individual to the client or infrastructural, of connectivity or power. For preventive maintenance tasks INANetworks SpA will send the client a notice at least 48 hours in advance, except for emergencies, which will be communicated in less time.

b) Anomalous natural phenomena that generally prevent operation:

Earthquakes or other events that prevent multiple providers from delivering a service. Example: massive fibre-optic cuts across all providers.

c) Problems arising from the client's use, applications or degradation:

• Downtime or degradation of your server due to software or damaged components
• Programming and design errors that affect server performance.
• Mishandling and poor maintenance of your server.
• IP blocks of the client or of their direct or indirect clients.
• Denial-of-service attacks against the client's equipment.
• Data loss caused by the client.

Note that the SLA does not cover individual hardware or software problems, but only and exclusively infrastructure. In cases of dedicated servers and VPS with hardware issues, INANetworks undertakes to repair and/or replace them as quickly as possible. The time for this task cannot be estimated due to various factors; however, the technical staff in charge will make every effort to complete it in the shortest possible time.

INANetworks SpA. makes every technical effort to exceed the 99.9% service levels agreed in the SLA. However, note that the average month-to-month recorded uptime is 99.99%.

The client understands that uptime tables are measured over the total contracted time. Where INANetworks SpA. is unable to provide the guaranteed 99.9% UPTIME as set out in this instrument, the client will be entitled to request compensation in the form of discounts on their monthly or annual invoice according to the contracted modality, as per the following penalty table.

In cases of non-compliance, the discount will be deducted from the amount payable to INANetworks SpA. under this contract, and may be calculated for each month according to the aforementioned table (calculations made taking the current month into account), provided the problems fall within the scope of the SLA as mentioned above: power, connectivity, cooling and infrastructure.

Uptime is measured using automated tools such as PRTG which, in cases of downtime, detect it immediately and record the total time the service was unavailable. The client may also measure directly through external monitoring with their own or third-party software.

Immediately after an incident, the technical department will issue to the client and to INANetworks SpA.'s finance department the PRTG report for calculating the corresponding discount, together with the failure report, mitigation method and measures to prevent new incidents of the same category.

The discount applies per fraction of “hour of unavailability” beyond the aforementioned default value. For each hour of unavailability the client is entitled to a 10% discount on their bill.

Any request for discounts for affected services must be made within a maximum of 24 hours from the incident. INANetworks SpA.'s technical service will be responsible for investigating the incident and will provide the client with a written report.

3. Response Times

*Ticket resolution time depends on the complexity of the problem and whether it is caused by INANetworks or by the client.

INANetworks SpA. is not responsible for the client's mishandling of their service. If the client modifies their service or installs scripts, plugins, etc. on their server, it is entirely the client's responsibility and INANetworks SpA. is excluded from all liability.