1. Service Availability.

RPost guarantees 99.9% availability for 24 x 7 service operation excluding planned outages. Planned outages are limit to a specific window during off-peak hours. Customers and alliance partners will be notified of planned outages a minimum of 5 days in advance.

2. Time to Intervene.

RPost support is available 24x7. Reported incidents will be logged by trouble ticket. All incidents will be investigated within one business day.

3. Time to Restore.

Service will be restored from any unplanned outage within 6 hours.

4. Time to Change.

Automatic change requests will be implemented with 1 hour. Manual change requests will be responded to within 1 business day. Completion time for such requests will be subject to the nature of the request.

5. Service Installation.

RPost orders will be processed within 48 hours of receipt. Services will become available to customers within 48 hours of successful order processing. It is the customer’s responsibility to ensure that its anti-virus, anti-spam, and/or other e-mail security systems do not corrupt the Registered Receipt™ e-mails or block their return to the sender. It is the customer’s responsibility to send a Registered Receipt™ to verify@rpost.net to ensure that the Registered Receipt authenticates properly and is not corrupted by the senders e-mail security systems. It is the customer’s responsibility “white list” the “rpost.net” domain in the sender’s e-mail security systems.

6. Default Service Limits.

-- The RPost service permits a maximum message size of 10 Mb per Registered E-mail® message. -- The RPost service permits a maximum recipient limit of 200 recipients per Registered E-mail® message. -- A Registered E-mail unit is defined as one recipient address per megabyte message size. -- Register Reply messages will be active for 60 days. -- Registered E-mail messages will be active for additional Open Receipts for 30 days from the original time inducted for processing. -- Users can request up to 10 verifications per Registered Receipt™ e-mail or per e-mail with Digital Seal™ protection. RPost reserves the right to charge for additional verifications. -- Authentication for Registered Receipt™ e-mail is valid for 10 years from the original time inducted for processing.

7. Message Delivery Time.

Registered E-mail® messages will be processed and sent for delivery within 2 minutes of induction by the RPost service. Acknowledgement™ receipt e-mails will be returned within 5 minutes of message induction by the RPost service. Registered Receipt e-mails will be returned to the sender within the maximum time limit of 6 hours from the original message induction by the RPost service. The above limits are valid for 99% of deliveries.

RPost cannot be accountable for delays caused by external factors such as Internet network outages, Internet network congestion, sender or recipient mail server failures and/or incorrectly addressed messages.

8. Undeliverable Mail.

In the case of undeliverable addresses on Registered E-mail® messages, the service will return a Registered Receipt™ e-mail to the sender that indicates this in the delivery status report. The service will attempt to deliver messages to the recipients for up to six hours. After this time there is no additional responsibility to re-deliver that e-mail. It is solely the responsibility of the sender to resend that e-mail. The Service will charge for sent Registered E-mail® messages that are undeliverable.

In the case where RPost cannot deliver the Registered Receipt™ e-mail to the sender due to problems with the sender mail system receiving e-mail, RPost continues to attempt delivery for up to 48 hours from the initial attempt to return the Registered Receipt™ e-mail.

9. Digital Seal™

RPost makes no warranty that the RPost® Digital Seal™ mark will remain valid in all e-mail systems of all recipients and as that e-mail sent "Registered" and with a "Digital Seal" mark is forwarded. RPost makes no representation that a Registered E-mail® message with a Digital Seal™ mark will have the Digital Seal™ mark remain associated with the Registered E-mail® message at or after that Registered E-mail® message reaches its first destination. RPost makes no representation that the Service will be capable of sending all e-mail, tagged by the End-User for Digital Seal protection, with a Digital Seal™ mark. Further, RPost does NOT claim that Digital Seal? techniques can prove the identity of the End-User or sender of the Registered E-mail® message that has Digital Seal protection.

10. RPost Testimony.

In the event that the validity of a Registered E-mail receipt or the service is questioned in a legal proceeding, RPost will make experts available to give testimony at a cost not to exceed a rate of $350 per hour, plus reasonable travel and other expenses.

11. Recourse for Breach.

If RPost is found to be in breach of this Service Level Agreement, RPost shall have liability equal to the amount paid for those Registered E-mail® messages damaged by such Breach.

12. Registered E-mail Service Severity Definitions and Examples.

Severity Level 1: Total loss of a Service, e.g., no users on the network can access this service. - Registered E-mail Service Example: No users can access the Registered E-mail service to send Registered messages.

Severity Level 2: Service is degraded. Users can access the service but experience significant difficulties or delays. - Registered E-mail Service Example: Users can send Registered E-mail messages but Registered Receipt e-mails and Acknowledgement e-mails are delayed.

Severity Level 3: Services are delivered with minor delays or difficulties. Users accessing the service are not significantly impacted. - Registered E-mail Service Example: Users can access the Registered E-mail service but Registered Receipt e-mail verifications are experiencing minor delays.

13. Reporting.

RPost provides monthly usage reports to each individual user that presents each Registered E-mail unit with detail around the time sent and masked recipient destination. RPost provides aggregate reports to alliance partners.

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