Service Level Agreement
1. Terminology
“Net Origin”, “We”, “Our” and “Us” refer to Net Origin Group Pty Ltd ABN 24 154 356 788.
“Subscriber” means the person or entity who placed the order for our services.
“Month” refers to a full calendar month i.e. January 1st to January 31st.
2. Objectives
This agreement sets out the minimum level of service that Net Origin is required to meet and the corresponding penalties and compensation to customers for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.
3. Support
All support requests will be handled as soon as possible. We aim to respond to you within twenty minutes. All support requests must be lodged as a support ticket for the twenty minute response time to apply. Sales, billing and management tickets do not classify as support tickets.
4. Uptime
The guaranteed up-time for web hosting, reseller hosting and email hosting services is 99.9% each month. If the uptime of the node (physical server) the subscriber is hosted on falls below 99.9%, subscribers with web, reseller and/or email hosting plans on that node are entitled to 1 month worth of free hosting as compensation.
We guarantee 99.95% uptime each month for our Sydney and Los Angeles VPS nodes (physical servers). If the uptime of the node the subscriber is hosted on falls below 99.95%, VPS customers are entitled to 7 days worth of free VPS hosting as compensation.
5. Compensation Request
In order to receive free hosting compensation, the subscriber must lodge a support ticket through our Contact Us page, or through the Origin Centre (client area portal). Each request for compensation must include the dates and times of the unavailabiltiy of the subscriber’s service, and must be received by Net Origin within 30 days of the server downtime.
6. Scheduled outages
Any scheduled outages will not be included in the total downtime calculation for the month.
From time to time upgrades to hardware and/or software may be required, where possible such upgrades will be performed outside of business hours. Subscriber’s will be notified as far as practicable in advance of such upgrades. Where practical, consideration will be given to subscribers’ input as to preferred times for scheduled outages to take place. Scheduled outages under normal conditions should not exceed 5 hours per year.
All scheduled outages will be posted on the Net Origin Service Status page. The post will include the scheduled date of the outage, the server the outage will affect, the reason for the outage, and the scheduled commencement time & finish time of the outage.
7. Performance
All network services are continuously monitored to ensure rapid response to any faults which may occur. Monitoring is carried out on all primary services. Monitoring feedback is provided to technical support staff via email and paging services 24 hours a day, 7 days a week.
