“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.
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.
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 a 100% monthly credit as compensation.
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 a 100% monthly credit as compensation.
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.
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.
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.
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.