Network Internet

These service levels are only applicable to our customers that have been supplied a 12 month or greater terms of service contract.

If there are any overdue payments for products or services listed on the customer account at the time of the outage or if there has been an infringement of the acceptable use policy or if the fault has occurred due to inappropriate action on behalf of the customer, this guarantee is null and void.

Service monitoring and reports are performed by our dedicated system monitoring equipment. All Servers, network switches, network routers and specialized network and power management systems are monitored at <5 minute intervals.

Reports will be sent by email to the technical contact held on our account records. It is the responsibility of the customer to inform us of any change in this role to ensure that reports are issued correctly.

Co-location Service Level Agreement

100% Network up time
The network will be available to the Internet 100% of the time in a given month. However the network guarantee can NOT include availability to any specific point on the Internet. Any outages that exceed 5 minutes can be claimed for.

100% Power up time
The power systems supplied will be made available 100% of the time within a given month including remote management access. Any outages that exceed 5 minutes can be claimed for.

24x7 Physical Access
For those customers with appropriate access rights, we agree to provide 24x7 access to the data facility buildings. If an outage is caused by a delay in access a claim can be made for the duration of the delay. A delay in access can be considered 60 minutes or greater.

Scheduled Maintenance Windows
When scheduled maintenance is required that may involve a system outage a notice will be announced to the principle technical contact no later than 14 working days from the start of the planned work and shall include the date, time, nature and possible impact of this action. Once the maintenance has been completed a report of the condition will be issued to the technical contact. Any outages that exceed reported expectations can be claimed for.

Emergency Maintenance Windows
All reasonable endeavours will be made to send a report of any critical maintenance within 8 hours to the technical contact. The report shall include the date, time, nature and possible impact of this action. Critical maintenance is considered to be required when there are conditions that threaten the service level and appropriate action is immediately required. Critical conditions usually arise when equipment and software vendors announce vulnerabilities or if a system monitor recognises in advance of a fault that a device is starting to fail. Any outages that exceed reported expectations can be claimed for.

Claims and Credits
Outages can be claimed for periods of recognised downtime of 5 minutes or greater.

Each interval within a given month of an outage that lasts from 5 minutes to 1 hours can claim a credit of 5%. Each additional hour can claim 10% credit up to a total of 100% of the monthly equivalent charges.

Claims must be made by the account holder within 30 days of the incident. Multiple claims will be accepted in a given month for different incidents up to a maximum credit of 100% of your monthly equivalent payment for the specific service. For the purposes of claiming a credit, the period of the outage is measured by the number of 5 minute intervals missed by the monitoring and report systems.

 

Dedicated Server Service Level Agreement

100% Network up time
The network will be available to the Internet 100% of the time in a given month. However network guarantee can NOT include availability to any specific point on the Internet. Any outages that exceed 5 minutes can be claimed for.

100% Power up time
The power systems supplied will be made available 100% of the time within a given month including remote management access. Any outages that exceed 5 minutes can be claimed for.

100% Hardware uptime
When a server hardware or networking component is not functioning correctly and causes your server to be unavailable we will endeavour to replace the component or provide an alternative platform within 4 hours of recognising the fault. Outages that are caused by equipment failure can be claimed for.

Scheduled Maintenance Windows
When scheduled maintenance is required that may involve a system outage a notice will be announced to the principle technical contact no later than 14 working days from the start of the planned work and shall include the date, time, nature and possible impact of this action. Once the maintenance has been completed a report of the condition will be issued to the technical contact. Any outages that exceed reported expectations can be claimed for.

Emergency Maintenance Windows
All reasonable endeavours will be made to send a report of any critical maintenance within 8 hours to the technical contact. The report shall include the date, time, nature and possible impact of this action. Critical maintenance is considered to be required when there are conditions that threaten the service level and appropriate action is immediately required. Critical conditions usually arise when equipment and software vendors announce vulnerabilities or if a system monitor recognises in advance of a fault that a device is starting to fail. Any outages that exceed reported expectations can be claimed for.

Claims and Credits
Outages can be claimed for periods of recognised downtime of 5 minutes or greater.

Each interval within a given month of an outage that lasts from 5 minutes to 1 hours can claim a credit of 5%. Each additional hour can claim 10% credit up to a total of 100% of the monthly equivalent charges.

Claims must be made by the account holder within 30 days of the incident. Multiple claims will be accepted in a given month for different incidents up to a maximum credit of 100% of your monthly equivalent payment for the specific service. For the purposes of claiming a credit, the period of the outage is measured by the number of 5 minute intervals missed by the monitoring and report systems.