Salesforce.com 2005 Annual Report Download - page 208

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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.
2. Cross-Connect Installations
CATEGORY DESCRIPTION REQUIREMENTS NONCOMPLIANCE
Cross-Connect
Installations
1-3 Cross-Connects
Installation within 24 hours following receipt of acceptance of the other Equinix customer to which
the Cross-Connects runs
[***]
4-6 Cross-Connects
Installation within 36 hours following receipt of acceptance of the other Equinix customer to which
the Cross-Connects runs
7-9 Cross-Connects
Installation within 48 hours following receipt of acceptance of the other Equinix customer to which
the Cross-Connects runs
10 or more Cross-
Connects
Installation within number of hours agreed to in applicable E-mail Order
Exceptions and Conditions
Equinix will exercise all reasonable efforts to ensure service level commitments are met, however, Equinix does not extend service level guarantees in the
event of a Force Majeure Event.
In addition, Equinix's service level commitments stated herein shall not apply if Equinix's failure to meet them (i) results from any actions or inactions of
Customer or its representatives (including, without limitation, a Power Outage caused by Customer drawing more than eighty percent (80%) of the rated
amperage on a power circuit); or (ii) results from Customer's Equipment.
The service level credits stated herein are Customer's sole and exclusive remedy for Power Outages, Access Denials, Temperature Irregularities, Humidity
Irregularities, Media Failures and failures to meet the installation requirements set forth in this Exhibit C.
In no event shall the maximum credit to which Customer may be entitled in a calendar month exceed the [***] attributed to Customer's Licensed Space in the
affected IBX Center for that calendar month.
Notification
Credit will be given as provided above only if Customer notifies the Equinix Response Center not later than five (5) business days after its actual knowledge
of, or the Equinix Response Center obtains actual knowledge from any source of, the event entitling Customer to a credit, and Customer notifies Equinix of its
intent to seek a credit within thirty (30) Business Days of obtaining actual knowledge of any such event. Unless otherwise designated by Equinix, the Equinix
Response Center can be reached 1) via email to [email protected]; 2) via telephone [***] if inside the United States (Outside US: [***]), or 3) via
website [***].
[The remainder of this page is intentionally left blank.]
C-5