Service Level Agreement
30 Day Satisfaction Guarantee: Hostaccino guarantees all services with a 30 day satisfaction guarantee. If you are not completely satisfied with the level of service within the first 30 days from contract execution, you may cancel the remainder of the contract without any further recourse or amounts due. To satisfy the 30 day satisfaction guarantee, you must present a written statement of dissatisfaction to our accounting department prior to the expiration of 30 days from the date of contract execution. Setup fees and domain registration fees are non-refundable.
Service Credits: service credits are available for services contracted for, but not delivered according to the service level agreement. Service credits are not available to customers more than 30 days in arrears on their billing cycle. Valid approved service credits will appear as a credit for services on the next billable invoice. Service credits shall not result in monies paid by Hostaccino directly to the customer. All service credit requests must be in writing and emailed directly to billing(at)hostaccino.com.au within 10 days from the date of the service level failure. Failure to request a service credit within 10 days of the service failure will result in an automatic waiver of any rights under the Service Level Agreement. Normal scheduled maintenance and upgrades are not covered in the uptime guarantee.
99.90% Network Guarantee: Hostaccino offers a 99.90% uptime guarantee on all network related services. Customer generated outages created by exploited servers, misconfigurations or traffic in excess of the maximum allowed by contract are not subject to the SLA. Service credits are based directly on all equipment and/or services affected by a network outage. Services not related to the network outage will not qualify for a service credit.
Availability: Hostaccino guarantees 99.90% uptime on all redundant internet connectivity. Connectivity is measured as traffic routing into and out of network equipment through the internal network out to Internet carriers. Hostaccino does not guarantee third party carrier latency or peering problems not utilised by Hostaccino.
Compensation: Any interruption of network service causing complete failure in routing potentially qualifies for a service credit as described below.
|Uptime||Service Credit Per Month|
Scheduled Maintenance: The scheduled maintenance and upgrade window for all customers are typically limited to Saturday and Sunday. Notification from Hostaccino administrative staff will occur at least 7 days prior to work performed. Notification failure of normal (non-emergency) maintenance by Hostaccino staff will result an application of the uptime guarantee. Notification of maintenance is achieved by subscribing to outage(at)hostaccino.com.au
Hostaccino shall not be liable for failure or delay in performing its obligations hereunder if such failure or delay is due to external circumstances beyond its reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Services. Hostaccino agrees to exercise reasonable care to prevent such occurrences; however, under no circumstances will Hostaccino be held liable for any financial or other damages due to such interruptions. In no event shall Hostaccino be liable to Customer or any other person for any special, incidental, consequential or punitive damages of any kind, including, without limitation, refunds of fees, loss of profits, cost of cover, loss of income or cost of replacement services.