Article 1 (Purpose)

This Service Level Agreement (the "SLA") sets out the compensation standards that apply when a customer suffers loss because of a service failure attributable to SMART SN Co., Ltd. (the "Company") in the DOOLHANA.NET cloud server service.

Matters not provided for in this SLA are governed by the Terms of Service. Where this SLA conflicts with the Terms of Service, this SLA prevails.

Article 2 (Scope)

1. This SLA applies to the cloud server products (Standard, High-performance, Unmetered) that the Company provides for a fee.
2. The dedicated static IP service is not covered by this SLA. That service runs over Korean carrier lines whose availability the Company cannot guarantee. For periods you were unable to use it, refunds are made under Sections 4 and 5 of the Refund Policy.
3. This SLA does not apply to services provided free of charge or for trial and evaluation purposes.
4. Add-on products such as backup are governed by the terms set out for each product.

Article 3 (Availability Commitment)

1. The Company commits to a monthly availability of 99.9%.
2. Availability is calculated as follows.

   Availability (%) = (1 − total monthly downtime ÷ total monthly service hours) × 100

3. "Failure" means a state in which the service cannot be used normally.
4. Degraded performance, reduced speed and momentary delays are not treated as a failure unless the service cannot be used at all.
5. Downtime is counted from the moment the customer notifies the Company and the Company confirms the failure, or from the moment the Company itself becomes aware of it if earlier, until the failure is resolved.

Article 4 (Compensation)

Where the Company fails to meet the availability in Article 3 for reasons attributable to it, compensation is made on the following basis upon the customer's claim.

1. Compensation for service failure

   Compensation = (average daily charge ÷ 24) × hours of downtime × 24

   • The average daily charge over the most recent three months (or the period concerned, if shorter) is divided by 24, multiplied by the hours of downtime, and 24 times that amount is used as the basis for compensation, settled by agreement.
   • Downtime of less than one hour is counted as one hour.
2. Compensation for data loss

   Compensation = daily charge for the affected service × 100

   • This applies only where the customer's data is lost for reasons attributable to the Company.
   • Loss arising because the customer did not keep a separate backup is not compensable.
   • Backup is not included in the cloud server charge, and the duty to back up and retain data rests with the customer (Terms of Service, Article 18).
3. Compensation is made by reducing charges or issuing credit.
4. Total compensation under this SLA in any year will not exceed the charges paid for the affected service over the preceding twelve months.
5. Amounts are calculated in the currency in which the customer actually paid.

Article 5 (Claim Procedure)

1. To claim compensation, submit the grounds for the claim, the basis of calculation and the amount claimed in writing (including email) within 30 days of the end of the failure. Claims are received at support@doolhana.net.
2. The Company will notify you of the outcome within 15 business days of receiving the claim.
3. No claim may be made after the period above has passed.

Article 6 (Exclusions)

This SLA does not apply in the following cases.

1. Failures caused intentionally or negligently by the customer
2. Service interruptions notified and requested in advance by the customer
3. Force majeure such as natural disaster, war, fire or government action
4. Network failures caused by telecommunications carriers, or comparable events beyond control
5. Measures taken to comply with a government order or applicable law
6. Failures in equipment outside the Company's control, that is, equipment, software or applications of the customer or a third party
7. Failures arising from access to the Company's network by the customer's staff, agents or suppliers
8. Failures arising because the customer did not follow the Company's recommendations or operating policies
9. Breaches or failures arising because the customer did not apply necessary security measures to systems it operates
10. Cases where the customer exceeded usage limits, or where the customer's own usage caused the failure
11. Service interruption from planned maintenance announced in advance (hardware or software upgrades and the like)
12. Failures caused by unlawful intrusion despite the Company having taken the necessary security measures
13. Provisioning time — the time from receipt of an order to provisioning (Standard and High-performance within 3 hours, Unmetered within 1 business day) is not treated as a failure.
14. Bandwidth of Unmetered products — the speed resulting from the bandwidth set for each product (5–50 Mbps) is a product specification and not a failure.
15. Momentary degradation of storage input/output (I/O) performance
16. Problems in the server's operating system, applications or configuration, that is, areas the customer administers directly
17. Failures in services the Company provides free of charge
18. Any other case not attributable to the Company

Addendum

This agreement takes effect on 15 August 2026.