Cogential IT, LLC manages the production environment to 99.5% data center availability, on a monthly
average basis. The production environment includes the communications server, EDI translator, data
transformation engine, web servers and database. Availability of these systems is measured exclusive of
scheduled maintenance and causes beyond the control of Cogential IT, LLC (i.e. Telco outages, VAN
outages, force majeure, etc.).
If, at any time such service level falls below the levels documented above for two (2) consecutive
calendar months, Cogential IT will pursue an aggressive course of action to resolve the performance
issues. The timeframe for resolution will be mutually agreed upon, taking into account time required for
any hardware acquisition, software development and implementation.