Service Level Agreements - Virtual Dedicated Servers

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

Virtual Machine Availability - 99.95% SLA

Melbourne provides a 99.95% "uptime" service level agreement on virtual machine availability:

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.

Scheduled maintenance is kept to a minimum, with an aim of no more than 15 minutes of service-affecting maintenance per quarter.