Salesforce.com 2005 Annual Report Download - page 205

CONFIDENTIAL TREATMENT REQUESTED
*** Confidential treatment has been requested for portions of this exhibit. The copy filed herewith omits the information subject to the confidentiality request.
Omissions are designated as [***]. A complete version of this exhibit has been filed separately with the Securities and Exchange Commission.
has presented valid identification to the IBX Center security officer, Equinix will provide [***] credit as well as an additional [***] credit for each additional
[***] thereafter that such person is denied access to the Licensed Space. Notwithstanding the foregoing, Customer shall not be entitled to a credit to the extent
access is denied because of the presence of any emergency situations at the relevant IBX Center.
Heating, Ventilation and Air Conditioning ("HVAC")
Equinix will maintain an ambient temperature of sixty-six (66) degrees, +/- ten (10) degrees, at all times in the collocation area of each IBX Center. In
addition, Equinix will maintain an ambient humidity of forty-five percent (45%), +/- fifteen percent (15%), at all times in the collocation area of the IBX.
For purposes of this Service Level Agreement, the temperature and humidity within each IBX Center is measured five (5) feet from the floor and no closer
than twelve (12) inches from the cool air intake side of a cabinet.
a. Temperature
If the temperature drops below fifty-five (55) degrees or exceeds seventy-eight (78) degrees Fahrenheit for more than [***] (a "Temperature Irregularity")
[***] or more times during a calendar month, or for more than [***] on any single occasion during a calendar month, then upon such occurrence or
subsequent occurrence, as the case may be, in such calendar month Equinix shall credit Customer's account [***]. If Customer experiences [***] Temperature
Irregularities of any duration in any [***] period Customer may terminate the Agreement upon written notice to Equinix (including the availability of the
Transition Period) in addition to claiming the applicable credits set forth in this SLA, provided that such written notice is provided to Equinix within thirty
(30) days of the occurrence of the last event giving rise to any termination right under this paragraph.
b. Humidity
If the humidity inside any of Customer's Licensed Space drops below thirty percent (30%) or exceeds sixty percent (60%) for more than [***] (a "Humidity
Irregularity") [***] or more times during a calendar month, or for more than [***] on any single occasion during a calendar month, than upon such
occurrence or subsequent occurrence, as the case may be, in such calendar month Equinix shall credit Customer's account [***]. If Customer experiences
[***] Humidity Irregularities of any duration in any [***] period Customer may terminate the Agreement upon written notice to Equinix (including the
availability of the Transition Period) in addition to claiming the applicable credits set forth in this SLA, provided that such written notice is provided to
Equinix within thirty (30) days of the occurrence of the last event giving rise to any termination right under this paragraph.
Cross-Connects
Equinix will install and warrants that the connectors, copper, and fiber it uses for Cross-Connects will be effective media for interconnection, and that the path
created by those connectors, copper, or fiber will be available; provided that Customer does not introduce any active components in the path of the Cross-
Connects. If the path, connectors, or other passive physical media fail for Cross-Connects ("Media Failure"), Equinix shall credit Customer's account the
monthly recurring charges attributable to that Cross-Connect for the month after which such Media Failure occurs; provided that Customer shall allow
Equinix to test all Cross-Connects for which Customer reports Media Failure. Unavailability of a Cross-Connect during such testing shall not be considered
Media Failure hereunder. Customer may receive a maximum of [***] per Cross-Connect that experiences Media Failure in any calendar month. In the event
that Equinix performs testing pursuant to this paragraph because Customer has reported Media Failure, and such testing reveals that there is no Media Failure,
Customer shall be charged for such testing at the then-current Smart Hands hourly rate, except that Customer shall be entitled to [***] per calendar month of
testing that reveals no Media Failure free of charge. If Customer experiences [***] Media Failures of any duration in any [***] period Customer may
terminate the Agreement without any penalties upon written notice to Equinix (including the availability of
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