Salesforce.com 2005 Annual Report Download - page 206

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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.
the Transition Period) in addition to claiming the 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.
Problem Resolution/Escalation
Equinix will be responsible for coordinating all incident isolation, testing and repair work relating to the IBX Center. Severity levels will be reasonably
determined by Equinix. During the incident isolation and troubleshooting process, Equinix will communicate incident resolution progress to Customer and
escalate its problem resolution efforts based upon the times specified in the table below.
The following steps will be taken when Customer escalates a trouble within the Equinix Response Center ("ERC").
SEVERITY
LEVEL DESCRIPTION ERC
COVERAGE
RESPONSE
TIME RESOLUTION
GOAL WORK
EFFORT
CONTACT
S1
Customer's Service is not operational and no workaround is possible, or work around exists but
is unacceptable to the Customer due to the impact on the Customer's business. 24 X 7 [***] [***] [***]
S2
Customer's Service is operational but performance is seriously degraded. If a workaround has
been provided, the loss in performance can only be sustained for a few working days. 24 X 7 [***] [***] [***]
S3
Customer's Service is operational. However, a problem has been identified that causes a slight
degradation in performance. A workaround is available and the workaround is acceptable to
Customer. 24 X 7 [***] [***] [***]
Customer's Escalation Contacts
Escalation 1
Equinix Response Center
[***]
[***]
C-3