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:
- 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.
- 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.
- 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.
- 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.
- 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.
