Service Level Agreements - Dedicated Servers

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.

4 Hour Fix on Hardware Failures

In the event that your server's critical hardware fails, to the extent that it is not able to function as a web-server, we will endeavour to fix the fault or provide an alternative server, within 4 hours of the fault developing.

In the event that time taken to resolve the hardware failure exceeds 4 hours, for any individual incident, a service credit will be made. One full day's credit will be given for each hour of downtime beyond the 4 hours allowable, up to a maximum credit of 100% of the month's service fees.

The period hardware is deemed to be be out of service commences when the fault is identified and ends when the server's critical services are operational again or when an alternative temporary server has been provided. This SLA only covers hardware faults, it does not cover time for software or operating system reconfiguration.