Colo Services Addendum

    1. Facility Licensed Collocation Service Level Agreements (SLA)

      The following PhoenixNAP Service Level Agreement ("SLA") is a policy governing the use of the PNAP Colocation under the terms of the Master Service Agreement (the "MSA") between PNAP, LLC., and Clients of PNAP. Unless otherwise provided herein, this SLA is subject to the terms of the MSA and capitalized terms will have the meaning specified in the Agreement. We reserve the right to change the terms of this SLA in accordance with the MSA.

      1. 100% Infrastructure Uptime

        PNAP guarantees that datacenter HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance. Power includes all distribution infrastructures up to and including the outlet in the Client area. Infrastructure downtime exists when a particular piece of system critical equipment is shut down due to power, heat, or humidity issues.

      2. Monitoring

        Client must monitor services and events as agreed upon by Client and PNAP. If Client identifies a failure event they are required to provide an e-mail to PNAP at [email protected] regarding the failure. Upon receipt of the email, PhoenixNAP will begin responding to event within 15 minutes using response plan provided by Client.

      3. Power
        1. Primary Circuit vs. Primary and Secondary Circuit

          Client understands they are given the option to purchase power from divergent systems (Primary/Secondary Power) and it is PNAP’s strong suggestion that all Clients requiring mission critical uptime take advantage of this option. Due to the increase in redundancy recognized by utilizing Primary and Secondary circuits, Client will receive a significantly increased payment schedule in the event of an outage on both circuits. Client understands that by utilizing a pair of circuits as Primary/Secondary, the total amperage of both circuits cannot exceed 40% of their combined total load. For example, if both primary and secondary circuits have an amperage rating of 20 amps each—totaling 40 amps—then the amperage load combined across both circuits cannot exceed 16 amps (40% of 40 amps) combined. Exceeding this total will negate PNAP’s SLA. PNAP will provide an outlet for both the Primary and Secondary Power drops. It is the Client’s sole responsibility to utilize redundant power supplies and/or an automatic transfer switch (ATS) to failover in the event of an outage. PNAP is not responsible for Client equipment that does not perform as desired during a transition.

        2. Primary Power Quantity Availability

          Client will be provided with up to 80% of breakered circuit (as mandated by 2008 NEC Section 210-19a) in a Primary power scenario or 40% of the total breakered circuit in the case of Primary/Secondary power.

        3. Credit Schedule for Power

          The table below sets forth the Client’s sole and exclusive remedy for failures to meet Facility Service Level Objectives for the related datacenter colocation services referenced therein (Service Level Failure).

        4. Credit Schedule for Power

          Power Failure Time
          Cumulative Unavailability


          Service Level Credit Schedule for Failure of Primary Circuit in a Single Power Configuration2

          Service Level Credit Schedule for Concurrent Failure of Both Primary and Secondary Circuits in a Dual Power Configuration3

          00:00:01 – 00:10:00



          00:10:01 – 01:30:00



          01:30:01–  08:00:00



          08:00:01 – 16:00:00



          16:00:01 – 24:00:00



          24:00:01 – 32:00:00



          32:00:01 – 48:00:00



          48:00:01 or greater



          1. Time accumulation begins as per section 1.E: Service Level Credits.
          2. Service Level Credit is provided as a percentage of Total Monthly Recurring Charge for Datacenter Colocation Services.
          3. Service Level Credit is provided as a percentage of Total Monthly Recurring Charge for Datacenter Colocation Services.

      4. Temperature and Humidity
        1. Temperature

          PNAP’s service level objective is to maintain an ambient temperature of 72 degrees Fahrenheit plus or minus 5 degrees (72° F ± 5° F), measured at the nearest supply grill, at all times. Client is obligated to monitor temperature for variations that would result in credit and request temperature to be measured by on-site staff.

        2. Humidity

          PNAP’s service level objective is to maintain an ambient humidity of 45 percent plus or minus 15 percent (45% ± 15%) at all times. Client is obligated to monitor humidity for variations that would result in credit and request measurement by on-site staff.

        3. Credit Schedule for Temperature and Humidity SLA

          The table below sets forth the Client’s sole and exclusive remedy for failures to meet the Facility Service Level Objectives for the related datacenter colocation services referenced therein (Service Level Failure):

          Credit Schedule for Temperature and Humidity SLA

          Service Level Objective

          Service Level Failure

          Service Level Credit


          A Service Level Failure occurs when the ambient air temperature average falls outside of the range defined in 4.A. above and continues to be outside of that range for four (4) consecutive hours after the initial temperature reading outside of that range.

          The Service Level Credit shall equal 5% of the total monthly recurring charges for Datacenter colocation services of the affected Client Area--each temperature failure consisting of a consecutive four (4) hour Service Level Failure.

          Critical Failure

          A service critical level failure occurs if the ambient air temperature average, as measured at the nearest supply grill is eighty-seven degrees Fahrenheit (87° F)or higher.

          The Service Level Credit shall equal 10% of the total monthly recurring charges for datacenter colocation services of the affected Client area each four (4) hour period of critical temperature failure. Client receives an initial Service Level Credit immediately upon the first occurrence of the critical temperature failure and receives further Service Level Credits for each subsequent consecutive four (4) hour period during which critical temperature failure continues.


          A Service Level Failure occurs  when the ambient air relative humidity average as measured across all measurement points is outside the range of forty-five percent (45%), (plus or minus) fifteen percent (15%) relative humidity six (6) hours after  the primary humidity reading fell outside of forty-five percent (45%), plus or minus fifteen percent (15%) relative humidity range.

          The Service Level Credit will equal the total monthly recurring charges for datacenter colocation services of the Client area multiplied by five percent (5%) for each humidity failure. For purposes of clarification Client receives a Service Level Credit after each consecutive six (6) hour period during which a humidity failure continues.

          Critical Failure

          A Service Level Failure occurs when the ambient air relative humidity average as measured across all measurement points is over sixty-one  percent (61%) 6 hours after the primary humidity reading was over sixty-one percent (61%) and critical humidity failure causes water to condense in the Client area.

          The Service Level Credit will equal the total monthly recurring charges for datacenter colocation services of the Client area multiplied by ten percent (10%) for each critical humidity failure. For purposes of clarification Client receives a Service Level Credit after each six (6) hour period during which a critical humidity failure continues.

      5. Service Level Credits

        A Service Level Failure period begins upon receipt of an email by PNAP from Client of a detailed report of an incident and ends when the affected service is operational. Client will provide the report via email and trouble ticket. An applicable Service Level Credit Allowance will appear on Client’s invoice following processing. Service Level Credits will not have any cash value at the end of the Client’s term or otherwise. Service Level Credits will be calculated as a credit to the Monthly Recurring Charges for datacenter colocation services related to the specific datacenter and suite that experienced the Service Level Failure.

        No Service Level Credits will be given for network services which are provided as part of a bundled package, or due to a service interruption:

        1. That is caused by the action or failure to act by the Client,
        2. That is due to failure of equipment provided by Client,
        3. That occurs during any period in which PNAP is not given access to the services premises; or
        4. That which is part of a planned service interruption for maintenance in accordance with PNAP’s MSA, or results from implementation of Client order.

        The maximum total credit for all failures of PNAP to meet its Facility Service Level Agreement is limited to the total monthly recurring charge for datacenter colocation services by Client for the month in which the failure occurs.

      Network SLA

      This Network SLA applies only to clients who have selected the PNAP network services. If the Client uses a third-party carrier instead of the PNAP network, then the Client relies solely on that carrier's SLA. In such case, PNAP does not provide a Network SLA and this section does not apply to the Client.

      1. 100% Network Uptime Guarantee.
      2. PNAP guarantees that the network will be available 100% of the time during the billing cycle (excluding scheduled maintenance and promotional bundles which include bandwidth). Clients are not entitled to a credit if the downtime is caused by:

        1. Actions of the Client or others authorized by Client to use the Service under the Agreement;
        2. The failure of Third Party Service to PNAP' network;
        3. Application, software, or operating system failure,
        4. The result of network maintenance activity,
        5. Denial of Service attack, hacker activity, or other malicious event or code targeted against PNAP or a PNAP Client, or
        6. Failure of any Network or Internet Infrastructure not owned or managed by PNAP.

      4. Client should report downtime incidents to us via email to [email protected] or submission through PNAP’s portal at within three (3) days of the event's commencement. Only one event per report, please. Please include the service type, IP Address, and a full description of the service interruption including logs (if applicable). Downtime officially begins at the time PNAP receives the email "ticket" and verifies an outage, and ends when PNAP has, at its sole discretion, resolved the issue.

      6. If Client are currently behind in payments for Client’s accounts, or have been behind 3 or more times in the preceding 12 months, Clients don't qualify for an SLA credit for Downtime. Valid SLA claims can't be credited if Client has outstanding abuse issues, but once Client’s abuse issues are resolved PNAP will gladly credit all valid claims. Making false or repetitive claims will cost Client $50 per incident and may place Client in violation of account Acceptable Use Policy and Terms and Conditions. Clients engaging in malicious or aggressive Internet activities such as attacks or counter-attacks are in violation of the Acceptable Use Policy and Terms and Conditions and are therefore not entitled to SLA credits.

      7. SUPPORT
      8. 20 Minute Support Response Guarantee. PNAP guarantees that one of PNAP’s talented professionals will respond to Client’s support tickets or inquiry within 20 minutes of submission. This applies to support tickets emailed to [email protected].

    2. Representations, Warranties, and Covenants
      1. Client represents, warrants, or covenants that:
        1. Client will to comply with all laws, and with the rules and regulations of PhoenixNAP, LLC (PNAP).
        2. Client will not to disturb or interfere with any other tenant or occupant of the facility.
        3. Client must own or maintain the legal right/authority to any of the Client equipment covered by this agreement.
        4. Client will not use any of the Client's equipment, or the equipment, facilities, or services provided to Client under this agreement, to infringe, mis-appropriate, or violate in any manner the intellectual property rights of any person or entity.
        5. Client will use Client's equipment in the Client Area in compliance with the manufacturers' environmental and other specifications.
        6. Client will not use the facility or services for dangerous activities or life-critical applications or services that could, if they fail, result in death, personal injury, catastrophic damage, or mass destruction.
        7. Client is solely responsible for any data maintenance, integrity, retention, security, and backup of Client content and Client's compliance with any laws, rules, or regulations in any region or country that applies in regard to security, privacy, legality, and safe handling of Client and Client's end-customers' data.
      2. PNAP represents, warrants, or covenants that:
        1. PNAP has the legal right and authority to grant Client license to use the Client Area for purposes described in this agreement.
        2. PNAP will continue to maintain the legal right and authority to grant the same license for the purposes described in this agreement.
        3. PNAP will comply with any and all federal, state, local, and international laws PNAP is required to be bound by while providing Client with the service(s).
        4. PNAP will comply with any applicable and agreed upon SLA while providing Client the service(s).
        5. PNAP will maintain reasonable and appropriate physical security to protect Client content.
        6. PNAP will not allow, or authorize any third party to do anything that subjects Client or any applicable party (lender, etc.) to claims, liens, or encumbrances in accordance with statute, law, or express or implied contract.
        7. PNAP maintains ownership of the PNAP website and the services including and without limitation our intellectual property, the look and feel, software, interface, content, logos, brands, and marks.
        8. PNAP retains ownership of all items it installs in the Client Area with the exception of equipment owned by Client.
      3. Disclaimer:

        Both parties represent, warrant, or covenant that they haven't dealt with a broker or referrer that is not recorded on the SOF. Should a person or entity other than that broker/referrer claim a finder's fee, brokerage commission, or other compensation for acting in that capacity, the party the claimant claims to have brokered for holds the other party harmless, and/or indemnifies them against any claims and costs, expenses, and liabilities in connection with that claim--including, but not limited to, attorney's fees and court costs for defense of the claim.

    3. Insurance
      1. Our insurance:
        1. PNAP carries comprehensive general liability insurance not less than $1 million per occurrence for bodily injury and property damage.
        2. B. PNAP carries employer's liability insurance in the amount PNAP is required by law to carry.
      2. Client insurance, policy requirements, and assurances:
        1. Client will carry comprehensive general liability insurance in an amount not less than $1 million per occurrence for bodily injury and property damage.
        2. Client will carry employer's liability insurance in an amount not less than $1 million per occurrence.
        3. Client will carry worker's compensation insurance in an amount not less than Client is required to carry by law.
        4. Client will insure Client's equipment.
        5. Client's agents, contractors, and/or subcontractors will maintain insurance at levels no less than they are required to carry by law (as applicable to their industry or the industry of its agents.
        6. Client will ensure that Client insurance policies note that PNAP is to be notified 30 (thirty) days before any changes, cancellations, or limit adjustments are made. (Cancellation or modification does not change Client obligation to maintain the coverage in accordance with this section.)
        7. Client will ensure that all policies are written on a "per-occurrence" policy form.
        8. Client assures that Client assumes all risk of damage to property or injury to persons in, upon, or about the Client Area from any event caused by Client, Client's agents, or Client's employees and waive all claims of such against PNAP (unless PNAP, its agents, or its employees cause the claim by negligence or willful action). Appropriate insurance procured by Client will mitigate these risks.
        9. Client assumes all risk and that PNAP is not liable for loss or damage to Client, Client's agents, or Client's employees' property damaged by or for any injury caused by fire, explosion, falling plaster, steam, gas, electricity, water or rain leaking from any part of the building or pipes, appliances, plumbing, roof, street, subsurface, or any other source of dampness by any cause unless caused by negligence or willful action of PNAP, its agents, or its employees. Appropriate insurance procured by Client will mitigate these risks.
        10. Client will report any fire or accident that occurs, or defect discovered in, the Client Area or the facility to PhoenixNAP immediately.
    4. Alterations to Client Area
    5. Client SOF may allow for Client to complete some work in Client Area, or to designate someone to do that work. These provisions govern that work, if specified:

      1. Client will perform, or authorize an agent, employee, or contractor to perform, the work designated as "Client's Work" and explicitly described in the SOF.
      2. Client will pay for any work designated as Client's Work Client self and on time, and keep the facility and the Client Area free from liens, encumbrances, or claims for the alterations performed. If a lien is placed on the Client Area, Client has 10 (ten) days from notice of lien to remove it or take acceptable action to resolve it. If Client fails to resolve [the lien/encumbrance/claim], PNAP may settle the claim for Client, without any investigation of validity, and invoice the costs PNAP incurs to Client as fees, due and payable in accordance with previously stated terms.
      3. Client may not interfere with work or operations conducted by PNAP, its employees or agents, or other Clients in the facility.
      4. Client will provide PNAP with proof of insurance in accordance with all of the requirements of the Insurance section above before beginning any work.
      5. Client will assume all responsibility for damages caused by the designated work.
      6. Client assumes all risk for any injury, loss, or damage occurring during the course of the Client's work.
      7. Design plans will be submitted to PNAP for the designated work for approval. PNAP will not unreasonably withhold the approval, but may withhold consent for plans that affect the structure, roof, safety, efficiency, or security of the facility, its systems and equipment, the Client Area or other spaces in the facility, or the appearance of the Client Area from common or public areas. Design plans must adhere to the rules and regulations and any applicable building standards or operational manual. Plans should include notification of any hazardous materials that may be used during the course of the work and an explanation of the necessity of the materials and any other relevant information. PNAP will make every effort to review the submitted plans within 5 (five) business days and will provide notice of approval, or of any reasonable objections, at which time Client can revise and resubmit the plans if necessary. When the plans are approved by Client and PNAP they become Final Plans.
      8. When this agreement terminates, any and all improvements or modifications to the real estate become a fixture of PNAP real property and belong to PNAP. Client may remove any moveable furniture, hardware, materials, and trade fixtures.
      9. PNAP does not warranty any work done to the Client Area by Client, Client's agent(s), or Client's employee(s) and assumes no responsibility or liability even when final plans are approved by PNAP.
      10. PNAP may make requirements pertaining to work to be completed in the Client Area, including, but not limited to, the requirement that Client:
        1. Use a licensed contractor.
        2. Submit names, addresses, and background information about engineers, contractors, subcontractors, and/or suppliers.
        3. Obtain and post permits.
        4. Provide a payment bond in a reasonable amount to PNAP or another form of guarantee of creditworthiness.
        5. Submit conditional and final lien waivers in compliance with Arizona law for all architects, engineers, contractors, subcontractors, and suppliers.
        6. Allow PNAP to inspect Client's work at reasonable times and with reasonable notice.
        7. Use a contractor that PNAP chooses for any and all work that effects the fire detection system.
        8. Comply with reasonable requirements for insurance coverage.
        9. Complete the work in a reasonable amount of time.
    6. Casualty and Condemnation
      1. Casualty
        1. In the event that the Client Area is damaged or destroyed by fire or other casualty, PNAP will restore the Client Area to the commencement date condition. PNAP is not obligated to repair or replace any of Client's fixtures, furnishings, equipment, or personal property.
        2. PNAP need not begin repairs until a substantial portion of the insurance proceeds are available and need not spend more than the actual insurance proceeds received.
        3. Insurance proceeds will be received and held by PNAP.
        4. In the event of damage or destruction by casualty not covered by PNAP-maintained insurance, or not less than 25% of the replacement cost, or if the casualty occurs in the last year of the term, Client or PNAP may have the option to terminate this agreement. The terminating party must give notice to the other party within 60 days of the damage or destruction and PNAP will retain any and all insurance proceeds for the Client's Area as its own property.
        5. If neither party terminates, the agreement remains in full effect, but fees may be lessened or removed until the restoration is complete.
        6. Should a mortgagee require that insurance proceeds be applied to indebtedness, PNAP has the right to terminate this agreement by providing Client with written notice within 15 days after the requirement is made by the holder, the date of the notice becoming the new expiration date.
        7. Client waives statutes §33-343 (Commercial Landlord/Tenant) and any other applicable law governing the destruction or injury of a building by the elements or similar cause permitting an abatement of fees or termination of this agreement in the event of damage or destruction except as outlined in this section or elsewhere in this agreement.
      2. Condemnation
        1. Should the Client Area or facility be taken by power of eminent domain or condemned by a competent authority for a public or quasi-public use or purpose, or if an adjacent property or street is taken, condemned, will be reconfigured or vacated in such a manner that requires reconstruction or remodeling of the Client Area or facility or if PNAP grants a deed or other instrument in lieu of taking by eminent domain or condemnation, either party has the option to terminate this agreement.
        2. The terminating party will provide the other party with 45 days written notice. Notice must be given within 180 days of the date of taking, condemnation, reconfiguration, vacation, deed, or other instrument.
        3. PNAP is entitled to receive the whole of any award or payment made in connection with such an event.
        4. Client has the right to file any separate claim available to Client for any taking of Client personal property or fixtures that belong to Client and are removable by Client at the expiration of the term, and for moving expenses, as long as the claim does not diminish the award available to PNAP or any mortgagee and the claim is payable separately to Client.


v.2; 11152021