Hardware
Replacement Service Level Agreement
Flexihostings guarantees that
in the event of a dedicated server hardware failure, the faulty
hardware will be replaced within 24 hours of identifying the
problem. In the event that this guarantee is not met, Flexihostings
will issue a credit for ten times the actual amount of additional
downtime. The amount of compensation may not exceed the customer's
monthly recurring charge. This guarantee does not include the
time it takes to perform additional software related maintenance,
including rebuilding web accounts from backups or rebuilding
raid arrays.
Flexihostings's
cumulative average time to replace failed hardware is under
60 minutes.
Network Uptime Service Level
Agreement
Flexihostings guarantees network
uptime to be 99.95%. This guarantee assures that all major
routing devices within our network are reachable from the
global internet 99.95% of the time.
Network
SLA Exclusions
Many possible situations are completely beyond the control of
Flexihostings, and therefore are
not in the scope of this SLA. These situations include:
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Scheduled Network
Maintenance - occasionally network maintenance
will be required. DedicatedServer.net.au will do everything
possible to minimize and avoid downtime during this maintenance.
You will receive prior notification of upcoming maintenance
at the email address we have on file. Scheduled maintenance
periods are not eligible for SLA credits.
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Hardware Maintenance
- on rare occasions, the hardware in your Dedicated Server
may need maintenance or replacement. Flexihostings
will do everything possible to minimize any downtime in
these situations per our hardware replacement SLA. Any
downtime incurred as a result of this maintenance will
not be counted towards our network SLA.
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Software Maintenance
- an important part of managing a dedicated server is
keeping the software up to date. If you choose to have
Flexihostings manage your
server, occasional software updates will be required to
address security or performance issues. Usually you will
experience little or no downtime in these situations,
but we cannot guarantee a specific amount of time in all
situations.
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Malicious Attacks
- if a third party not associated with Flexihostings
initiates a "Denial of Service" or other form
of disabling attack against your Dedicated Server or major
portions of our network, Flexihostings
will do everything in it's power to stop the attack, but
cannot guarantee a resolution time.
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CPanel Issues - if
you choose to run CPanel and Web Host Manager on your
Dedicated Server, the default install will be configured
for automatic updates of CPanel related software. On occasion,
one of these automatic updates could adversely effect
all or part of the CPanel related software on you server.
DedicatedServer.net.au will do whatever is necessary to
fix any Cpanel related problems, but cannot guarantee
a resolution time.
Network SLA Remedy
In the event that Flexihostings
does not meet this SLA, Dedicated Hosting clients will become
eligible to request compensation for downtime. If Flexihostings
is directly responsible for causing the downtime, the customer
will receive a credit for 10 times (1,000% ) the actual amount
of downtime. This means that if your server is unreachable for
1 hour (beyond the 0.05% allowed), you will receive 10 hours
of credit.
All requests for compensation must be received within 5 business
days of the incident in question. The amount of compensation
may not exceed the customer's monthly recurring charge.
How to Report a Problem
Flexihostings engineers are available
24 hours a day. There are a number of ways to reach us, including
toll free phone support, online help desk, and email.
