This SLA is provided to all SourceAction^TM ("the Service") license-holders as part of their service purchased from Red Horizon, LLC ("Red Horizon").

Support Hours
Support is available to all licensed SourceAction^TM company users during the following hours:

Email Support: Monday - Friday 8:00 a.m. - 6:00 p.m. Eastern time

Response Time
During support hours, licensed clients requesting support will receive a response from Red Horizon within four hours or sooner if the nature of the request is critical to your continued usage of the Service.

Down Time
Licensed users of the Service may receive announcements from time to time from Red Horizon by email regarding anticipated maintenance-related downtime in excess of 15 minutes.

Disaster Recovery
Red Horizon realizes the critical importance of your data and is committed to ensuring the uptime of the SourceAction^TM application. A full back up of your data is performed nightly and stored securely in an off site location. Throughout the day your data is backed up incrementally to provide the most recent changes to your data. Incremental back ups are performed hourly. The nightly full back up is done at 12:00 AM.

In the event of system failure, the maximum down time will be 4 hours. In the event of complete disaster, the maximum down time of the site will be 24 hours.

Liability
Red Horizon will not be liable for any claims or damages, direct or indirect, incidental, or consequential which include but are not limited to damages for loss of profits, business interruption, or loss of information, arising from the use or inability to use the Service whether such claims or damages are based in tort including negligence or based upon any other theory of liability or cause of action.

Warranty
The Service is provided on an "as is" basis without any warranty. Red Horizon makes no condition or representation of any kind that the Service will perform to any particular standard or be free from any bugs, errors or remain unaffected by computer viruses or other similar features affecting the performance of such software. All such warranties and conditions, express or implied, are expressly disclaimed including any warranty or condition of merchantability of fitness for a particular purpose.