AUSWEB.com.au
is proud to offer an exceptional level of performance, reliability,
and service. That is why we are making commitments to our customers
in the form of a Service Level Agreement (SLA) which provides
certain rights and remedies regarding the performance of the AUSWEB.com.au
network. The AUSWEB.com.au Service Level Agreement (SLA) guarantees
our network/equipment reliability and performance.
Uptime Guarantee:
The Provider strives to maintain a 99.8% network and server uptime
service level. This uptime percentage is a monthly figure, and
is calculated solely by the Provider's monitoring systems or authorized/contracted
outside monitoring services. If the Provider fails to meet it's
99.8% uptime guarantee, and it is not due to one of the exceptions
below, credits will be made available to each client, upon request,
on a case by case basis. The Provider does not credit a full month's
service for minor downtime. "Partial refunds for partial
downtime" is our standard policy. Details on how credit amounts
are calculated can be found below.
Exceptions:
Customer shall not receive any credits under this SLA in connection
with any failure or deficiency of the Provider's network caused
by or associated with:
• Circumstances beyond reasonable control, including, without
limitation, acts of any governmental body, war, insurrection,
sabotage, embargo, "Acts of God" (ie...fire, flood,
earthquake, tornado, etc...), strike or other labor disturbance,
interruption of or delay in transportation, unavailability of
or interruption or delay in telecommunications or third party
services, failure of third party software or inability to obtain
raw materials, supplies, or power used in or equipment needed
for provision of the Service Level Agreement
• Telco Failure (ie...Telstra cutting a fiber line somewhere)
• Backbone peering point issues (ie...UUnet™ having
a router go down in NSW that wipes out internet service for the
entire East Coast)
• Scheduled maintenance for hardware/software upgrades
• Hardware failure (faulty hardware is rare, but cannot
be predicted nor avoided). AUSWEB utilizes only name brand hardware
of the highest quality and performance.
• Software bugs/flaws (Expolits and bugs may develop that
cause security issues or downtime)
• DNS issues not within the direct control of AUSWEB
• Network floods, hacks, attacks from outside parties or
individuals
• Failure or error of any AUSWEB.com.au monitoring or measurement
system
• Client's acts or omissions, including without limitation,
any negligence, willful misconduct, or use of the Provider's service(s)
in breach of the Provider's Policy and Service Guidelines (AUP),
by Client or others authorized by Client.
Connectivity:
The Provider's goal is to make the network available to the Client
free of outages for 99.8% of the time. An "outage" is
defined as an instance in which Client is unable to transmit and
receive IP packets due to service failure for more than 30 consecutive
minutes, excluding service failures relating to scheduled maintenance
and upgrades.
Measurement:
The Provider will periodically (on average every 10 minutes) monitor
the network and server availability using software and hardware
components capable of measuring application traffic and responses.
Client acknowledges that such measurements may not measure the
exact path traversed by Client's internet connection, and that
such measurements constitute measurements across the Provider's
network but not other networks to which Client may connect. The
Provider reserves the right to periodically change the measurement
points and methodologies it uses without notice to Client.
Hardware Failure:
The Provider stands behind all equipment on our network. Faulty
hardware is rare, but cannot be predicted nor avoided. The network
utilizes only name brand hardware of the highest quality and performance.
All faulty hardware affecting performance levels of equipment
will be replaced within 48 hours, which includes hardware issues
that cause server crashes or speed issues. Hardware failure resulting
in complete network/server outage/downtime will be corrected within
two hours of problem identification. Router failure is an exception
to this SLA guarantee, and may require on-site Cisco™ engineers
or backbone provider emergency personnel to correct the problem.
Credits:
Credit requests must be made to the Provider's Support Department,
by emailing billing@ausweb.com.au. Each request in connection
with network/server outages/downtime must be received by the Provider
within five days of the occurrence. Upon Client's request (in
accordance with the procedure set forth below), the Provider will
issue a credit to Client for network/server outages/downtime occurring
during any calendar month that are reported by the Client to the
Provider and confirmed by the Provider's measurement reporting.
Such credit will be equal to 6 hours service extension for every
30 minutes of network outage/downtime to be credited at the end
of the period paid.
General:
The Provider reserves the right to change or modify this SLA ,
and will post changes to location currently housing this SLA at
time of modification, which will be made available to Client.
Except as set forth in this SLA, the Provider makes no claims
regarding the availability or performance of the Provider's network
or servers.
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