Objectives of the Agreement
This agreement sets out the minimum level of service that Domain Central ANZ is required to meet and the corresponding penalties for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.
Network Uptime
The guaranteed up-time for Network Services is 99.9% each month. The guarantee applies to our internal network from the gateway routers down. This uptime is determined by monitoring performed from remote locations by Domain Central ANZ , and does not take into consideration outages or issues with upstream providers, network carriers or clients local area networks.
Customer Support
All support requests will be handled as soon as possible. Target time to action all support requests is within 30 minutes. Requests for software upgrades and or installation of new software packages will be processed as soon as possible. Target time to complete such requests is within 2 working days of receipt.
Data Location
We absolutely guarantee that all Data and Services provisioned on our Web Hostins Services will remain within Australian shores at all times.
Network Performance
All Network services are continuously monitored to ensure rapid response to any faults, which may occur. Monitoring is carried out on all primary services. Monitoring feedback is provided to technical support staff via email, SMS and paging services 24/7/365.
Scheduled Outages
Our infrastructure is designed and built to include redundancy, however, we have to make an allowance for regular, unexpected and exceptional situations requiring maintenance, which is why we must include a clause for Schedule Outages.
From time to time upgrades to hardware and or software may be required, such upgrades will generally be performed outside of business hours to avoid interruptions. Clients will be notified, where possible as far as practicable, in advance of such upgrades. Scheduled network outages under normal conditions should not exceed 5 hours per year.
Under normal conditions the Client will be advised via support ticket or email no less than 24 hours in advance of any scheduled outage. Under normal conditions, where possible, the Client’s input will be sought to identify the most suitable time for a scheduled outage to take place.
Outages caused by Upstream providers, such as the Data Centre and or the network carriers are not covered by this Service Level Agreement as such outages are beyond the control of Domain Central ANZ.
Un-Scheduled Outages
From time to time unscheduled upgrades and or maintenance to hardware and or software may be required, where deemed to be urgently required in order to maintain network stability and operation. Domain Central ANZ reserves the right to perform such unscheduled activities, where it deems it necessary, to maintain network stability and operation.
As stated prior, our infrastructure is built in such away that there should be no necessity for emergency maintenance that involves an interruption to service, however we must again build in an allowance for such eventualities.
Outages caused by Upstream providers, such as the Data Centre and or the network carriers are not covered by this Service Level Agreement as such outages are beyond the control of Domain Central ANZ .
Service Agreement Exclusions
This Service Level Agreement does not cover Service Downtime caused by problems in the following:
Client’s local area network.
Client-provided Internet connectivity or end-user software.
Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.
Any predetermined Scheduled Service Downtime.
Any problems beyond the immediate Domain Central ANZ network.
Any interruptions, delays or failures caused by the Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
Inaccurate configuration.
Non-compliant use of any software installed on the server.
Client initiated server over-utilisation.
Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.
Problems associated with Operating System, Software, or Applications.
Service Level Guarantee
The service level guarantee will be measured by Domain Central ANZ and is based on Network Uptime. If Domain Central ANZ determines that primary services were unavailable for a period exceeding the maximum allowable under the prescribed up-time target, and extending for a continuous duration of 1 hour or more per instance, upon the customers request, Domain Central ANZ will credit the customer’s monthly invoice the prorated charges of one (1) day of the Domain Central ANZs services fee for each consecutive hour, up to a maximum of 30 days per month. To receive credit, if this guarantee has not been met, the customer must contact Domain Central within 30 days of the end of the month for which credit is requested and must provide specific data, dates and times of outages. Such contact must be through their client area.
This guarantee applies only to clients whose accounts with Domain Central ANZ are not in arrears at the time the Service Level Agreement is actioned.
Domain Central ANZ reserves the right to modify this agreement at any time.