SLA

1. Terminology

“Netorigin”, “We”, “Our” and “Us” refer to NETORIGIN 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. Coverage

This Service Level Agreement (SLA) applies to the Subscriber who holds an account with any of the hosting services offered by Netorigin. This agreement sets out the minimum level of service that Netorigin is required to meet and the corresponding penalties and compensation to the subscriber for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.

3. Service Level Uptime

The guaranteed up-time for Web Hosting and Reseller Hosting services is 99.9% each month. If the uptime of the server (physical hardware) the Subscriber is hosted on falls below 99.9% in any given calendar month, Subscribers with Web Hosting, or Reseller Hosting plans on that server are entitled to compensation equal to one (1) month of the total price charged by Netorigin for the impacted hosting service.

The guaranteed up-time for Managed WordPress Hosting, High Performance Hosting and Email Hosting is 99.95% each month. If the uptime of the server (physical hardware) the Subscriber is hosted on falls below 99.95% in any given calendar month, subscribers with a Managed WordPress, or Email Hosting plan on that server are entitled to compensation equal to one (1) month of the total price charged by Netorigin for the impacted hosting service.

The guaranteed up-time for Virtual Dedicated Server (VDS), and Virtual Private Servers (VPS) is 99.95% each month. If the uptime of the server (physical hardware) the Subscriber is hosted on falls below 99.95% in any given calendar month, subscribers with a VDS, or VPS Hosting plan on that server are entitled to a 25% monthly credit as compensation. The credit will be calculated based on the monthly service charge for the affected Services.

4. Compensation Request

In order to receive hosting compensation, the subscriber must lodge an eTicket to the Netorigin Support Department through our Contact Us page, or through the Origin Centre. Each request for compensation must include the dates and times of the unavailability of the Subscriber’s service, and must be received by Netorigin within 30 days of the server downtime.

5. Scheduled outages

Any scheduled outages will not be included in the total up-time/ 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 Netorigin 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.

6. 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.

What our customers are saying

Netorigin
4.6
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Sally Jones
Sally Jones
06:50 03 Oct 17
Getting set up with Netorigin was a tidy and simple task will definitely recommend to others. Sam from sales ? ? ? ? ?
Hursh Dodhia-Shah
Hursh Dodhia-Shah
17:41 26 Sep 17
Netorigin has been hosting my clients for 3 years and they have been fantastic, great service and great support. They always go above and beyond. Such a great change from all the big, careless hosts out there. Keep up the excellent work!
Jesse Elbe
Jesse Elbe
17:32 11 Sep 17
Outstanding service, the team helped us migrate our website very quickly with hardly any downtime at all! Now our website loads super fast. Thank you Netorigin!
Aaron Chapman
Aaron Chapman
07:42 23 Aug 17
Netorigin have always offered fantastic service with fantastic uptime. The team have always been there to help if needed!
David Vizion
David Vizion
05:13 20 Jul 17
Been with Net Origin for 5 + years - always reliable - good communicators & great value = highly recommended : )
Dod Dod
Dod Dod
07:15 14 Jul 17
Netorigin team were awesome with getting me set up.
Celeste Nash
Celeste Nash
04:12 26 May 17
We have recently migrated both our websites to Netorigin and we couldn't be happier with the service we have received so far. The support team are easy to access and readily available. They have been extremely helpful and gone above and beyond to help us in the migration process and our websites are both loading much faster. All the team have been great but particular thanks must go to Joe for his patience and assistance. I can't recommend Netorigin highly enough. Great Racks and Wakemaker Marine
Colin Patterson
Colin Patterson
14:37 06 May 17
Have several websites hosted by these guys and can't fault the product or the backup from their support team. Strongly recommended.
Sal Jumat
Sal Jumat
02:08 11 Apr 17
Just wanted to personally thank Shaun for helping me resolve the IP address block issue when our server was done. ALso wanted to thank Blake who resolved part f teh issue after office hours through their ticket system. Thank you Shaun & Blake. Net Origin is great with their super support!
Ethan Krause
Ethan Krause
01:47 13 Feb 17
The team at Netorigin have been fantastic to work with, and have always there when I have had any issues.
Word of Mouth Agency
Word of Mouth Agency
07:43 18 Aug 16
If you're looking for top notch web hosting services at affordable prices. Netorigin is the one. Their on-going support and general knowledge is outstanding! We're extremely happy with the service provided from the team.
Christopher Drabsch
Christopher Drabsch
08:15 02 Aug 16
Big fan of NetOrigin, have been with them for many years. Their customer support is great and respond to emails within the hour most of the time. Haven't had any worries at all.
Blair Thorne
Blair Thorne
17:41 22 Feb 16
Since moving to Netorigin our website speed has increased on Google Page Speed Test from about 74/100 on Desktop to 91/100. They did all the migration from our old host for us and have been extremely helpful in identifying issues in our website load time. Couldn't be more pleased that we decided to move to their hosting. Will be recommending to all our clients.
Jade Burton
Jade Burton
02:03 18 Jan 16
I have been customer with Netorigin for years now and they have continued to impress me. Not only is their service reliable, but their service team are knowledgable and friendly. I find it easy working is the Netorigin team and will continue to do so for many years. If you're looking for a web hosting company you can trust, these guys are your best bet.
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