Service Level Agreements - Colocation

We're committed to certain service levels for colocation customers, to give customers a predictable level of service from us. These service level agreements are detailed below.

Power Availability - 100% SLA

Melbourne provides a 100% SLA on power.  If we fail to meet the power target during any calendar month, the customer will receive a service credit as follows:

% of month power is available	Service Credit (% reduction in monthly fee)
< 100.00%	5%
< 99.95%	10%
< 99.90%	15%
< 99.85%	20%
< 99.80%	30%

Cooling Availability - 99.97% SLA

Melbourne provides a 99.97% SLA on cooling into the front of colocation cabinets.  If we fail to meet the power target during any calendar month, the customer will receive a service credit as follows:

% of month temperature is 18 - 27 degrees Celsius	Service Credit (% reduction in monthly fee)
< 99.97%	5%
< 99.85%	10%
< 99.70%	15%
< 99.30%	20%
< 98.85%	30%

Network Connectivity - 99.95% SLA

Melbourne provides a 99.95% "uptime" service level agreement on network connectivity:

In the event that Melbourne is unable to provide Services to the Customer for more than 0.05% of any given calendar month, Melbourne will refund the customer a portion of the Fees at the rate of 5% for every additional 15 minutes of downtime, except where more than 7 days prior notification of the loss of Services has been issued to the Customer (i.e. scheduled maintenance work).

All scheduled service-affecting maintenance work is performed at off-peak times, usually within a maintenance window of 2am – 4am.