"Network Presence", "We", "Our" and "Us" refer to Network Presence Pty Ltd ABN 32 150 070 143.
"Customer" means the person or entity who placed the order for our services.
"Month" refers to a full calendar month eg: December 1st to December 31st.
This Service Level Agreement (SLA) applies to the customer who holds an account with any of the hosting services offered by Network Presence where the monthly billing for each and any individual hosting service is over $15 / month. Your account must be current and paid-up. Accounts with overdue or late payments are not covered by the SLA until all dues have been remitted.
This agreement sets out the minimum level of service that Network Presence is required to meet and the corresponding penalties and compensation to the customer for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.
Network Presence may update this SLA document and terms at any time and without notice.
3. Technical Support
All support requests to the Network Presence Technical Support and Operations Teams will be handled as soon as possible. Our target response time to all Technical Support emails/tickets with a "high" priority status is less than one hour. Network Presence's target response time to all other technical support tickets is less than two hours. The response time may vary depending on the complexity of the request and current support request volumes.
4. Service Level Uptimes
The guaranteed uptime of 99.95% applies each calendar month for the Australian VPS servers (physical platform hosts) of Network Presence.
The guaranteed uptime of 99.9% applies each calendar month for the Australian Internet Connectivity of Network Presence.
If the uptime of the relevant platform that the Customer is hosted on falls below 99.95%, or Internet Connectivity to the first network 'hop' outside of Network Presence (being the first router outside of Network Presence' own equipment) falls below 99.9%, VPS customers hosted on Network Presence Australia VPS Platforms are entitled to a 25% credit as compensation.
The credit will be calculated based on the monthly service charge for the affected Services.
5. Compensation Request
6. Scheduled Works outages
Any scheduled outages and notified urgent maintenance will not be included in the total up-time calculation for the month.
From time to time upgrades to hardware and/or software may be required. Where possible such upgrades will be performed outside of business hours and Customers will be notified as far as practicable in advance of such upgrades. Where practical, consideration will be given to Customers' input as to preferred times for scheduled outages to take place. Actual outages during Scheduled Works windows under normal conditions should not exceed 5 hours per year.
All scheduled outages will be posted on the Network Presence Blog site and sent to the Network Presence Ops (@netpresops) Twitter feed. The post will include the scheduled date of the outage, the service or platform the outage will affect, the reason for the outage, and the scheduled commencement time & finish time of the outage.
From time to time urgent maintenance will be required to a physical device providing services to a customer and in this case the customer will be emailed and this SLA may be suspended from being applicable to the customer's service until the urgent maintenance is completed.
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 and paging services 24 hours a day, 7 days a week.