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en:help_system:rules_leaseweb:uroven_podderzhki_i_obsluzhivanija:razdel_a._opredelenija

Chapter A. Definitions

1. Definitions

All words capitalized herein that are defined in the General Terms, the Service Specifications and the LeaseWeb Policies shall have the
meaning assigned to them therein; other capitalized words shall have the following meaning:

Electricity Availability means the total number of minutes in a calendar month minus the number of minutes of Electricity Unavailability
suffered in a calendar month, divided by the total number of minutes in a calendar month.

Electricity Unavailability means the number of minutes that a failure of the transmission of electricity to both electrical outlets of Customer’s
cabinet, suite or cage occurs. Electricity Unavailability shall not include any failure resulting from Excluded Events.

Excluded Events means any interruption or suspension or degradation caused by or resulting from (i) an event of Force Majeure, (ii) an act or
omission of Customer, its employees, End Users, agents or contractors; (ii) Tests, Maintenance, relocation under Section 15 of the General
Terms; (iii) a restriction, condition, order, direction, action or request of or imposed by any court, government or authority or
instrumentality thereof, (iv) a suspension of Services in accordance with the General Terms, (iv) any exercise by LeaseWeb of its rights or
remedies under the Agreement, (v) Denial‐of‐Service (DoS) attacks, Distributed‐Denial‐of‐Service (DDoS) attacks or Distributed‐Reflected‐
Denial‐of‐Service (DRDoS) attacks by a third party or third parties that results in an unaccounted peak in data traffic, or other attacks by a
third party or third parties that result in the Service becoming wholly or partly unavailable, (vi) any use of the Service or Equipment that is
in breach of the Agreement, (vii) any failure of Customer controlled actions or environments, (viii) virus or malware, (ix) any successful or
unsuccessful hack attempts, (x) any event that occurs during a period during which the Customer is in breach of its payment obligations
under the Agreement, (xi) unauthorised changes to LeaseWeb’s Equipment by the Customer, and (xii) any event resulting from Customer’s
consumption of electricity exceeding the Basic Power (specified in the Order), (xiii) any event resulting from Customer’s consumption of
Data Traffic or Bandwidth exceeding the Committed Data Traffic or the Committed Bandwidth (specified in the Order), (xiv) the failure by
Customer to implement recommendations or solutions previously advised or made available by LeaseWeb, (xv) any incorrect or
unauthorised use of the Service, or the use of the Service for a purpose for which it was not designed, (xvi) any interaction between the
Service, the Equipment and any other software, hardware or third party service, (xvii) problems which cannot be reasonably re‐created or
examined by LeaseWeb, and/or (xviii) any configuration by Customer of the Service or the Equipment.

Equipment Replacement Time means the period of time measured from the time LeaseWeb engineers identify the source of the defective
Equipment, until the moment LeaseWeb physically replaces the defective Equipment, excluding any time spent communicating with
Customer regarding permissions or instructions.

Monthly Recurring Colocation Charge means the fixed recurring Service Charge invoiced by LeaseWeb to Customer on a monthly basis for
the Colocations Services (as set forth in the Order).

Monthly Recurring IP Connectivity Charge means the fixed recurring Service Charge invoiced by LeaseWeb to Customer on a monthly basis
for the IP Connectivity Service (as set forth in the Order or LeaseWeb’s invoices), exclusive of any variable charges based upon Customer
usage.

Monthly Recurring Remote Hands Charge means the fixed recurring Service Charge invoiced by LeaseWeb to Customer on a monthly basis
for the Remote Hands Package (as set forth in the Order).

Monthly Recurring Lease Charge means the fixed recurring Service Charge invoiced by LeaseWeb to Customer on a monthly basis for the
Lease of Dedicated Equipment (as set forth in the Order).

Monthly Recurring SLA Charge means the fixed recurring Service Charge invoiced by LeaseWeb to Customer on a monthly basis in connection
with the chosen SLA by Customer (as set forth in the Order).

Network Availability means the total number of minutes in a calendar month minus the number of minutes of Network Unavailability
suffered in a calendar month, divided by the total number of minutes in a calendar month.

Network Unavailability means the number of minutes that one of the following events occur on all Interconnection Points for Customer: (i)
Interconnection Points are not responding; and/or (ii) a packet loss of more than five percent (5%) on LeaseWeb’s Network; and/or (iii)
roundtrip delay for all packets within LeaseWeb’s Network have a latency greater than three times the Latency Target, provided that (for
(i), (ii) and (iii)) such event lasts more than twenty (20) continued minutes. Network Unavailability shall not include any failure or
deficiencies resulting from Excluded Events.

Response Time means the period of time measured from the time LeaseWeb receives a Support request in connection with a Service
Disruption or a request for Standard Support, Advanced Support Services and/or Remote Hands Services, until the moment a LeaseWeb
support engineer acknowledges receipt of such request to Customer.

Time Included means number of minutes that the Customer shall be eligible to receive Advanced Support Services or Remote Hands Service
(as applicable) under the applicable SLA level or Remote Hands Package level that the Customer has chosen.