This
service level agreement applies only to shared server
domain, web and email hosting services as provided
by Werdna Hosting. It does not apply to dedicated
servers or co-location services.
Objectives
This agreement
sets out the minimum level of service that Werdna Hosting 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.
Uptime
The
target up-time for primary services is 99.8% each
month.
Support
All support requests will
be handled as soon as possible, the target time to
action
all support requests is within
15 minutes. Telephone and email support
is provided Monday to Friday 8am - 8pm and
on
Weekends from
10am to 6pm.
Performance
All 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 24 hours, 7 days.
Service
Level Guarantee
The service level guarantee
will be measured by Werdna Hosting
and is
based on the
up-time. If Werdna Hosting
determines that primary services
were unavailable for 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, Werdna Hosting will
credit the customers monthly invoice the
prorated charges of one
(1) day of the Werdna Hosting
services fee for each
consecutive
hour, up to a maximum of 7
days per month. To receive credit if this
guarantee has
not been
met, the customer
must contact Werdna Hosting
within 30 days of the end of the month
for which
credit
is requested.
Up-time: the total percentage
of hours each
month not affected by
down-time.
Down-time: the total
duration each
month for which the
primary services
are not
operating at
a reasonable level. Down-time does
not include
periods for which the primary services
are not operating
as a
result of scheduled
outages or outages
which can reasonably
be determined
as resulting from
the customers
actions.
Customer: Persons
to whom the
client has
authorised
access
to the web
hosting for
the purposes
of configuration,
testing or
development
or those
persons authorised
/ requested
to act on
behalf of the client.
Scheduled
outages:
From time
to
time upgrades
to hardware
and or
software
may be
required, such upgrades
will
be performed
outside
of business
hours.
The client
will be
notified
as
far as
practicable in advance
of such
upgrades. Scheduled
outages
under normal
conditions
should
not exceed 5
hours per
year.
Under normal
conditions
the client
will be
advised
via the Werdna Hosting
technical
news mailing
list
no less
than 24
hours in
advance
of any scheduled
outage.
Client:
The company
or
individual
so named
on the
web hosting
order
or hosting
agreement.
