Service Level Agreement

Hosting, Reseller and Dedicated services are defined as servers and server space that is rented to Clients. This service is to provide the clients with knowledge and overview of the server. From time to time security updates, patches, kernel upgrades, and System Administration may be performed free of charge. In addition to these services the System Administrator may make recommendations to improve the overall performance, security, and updates to the service. At the sole discretion of the System Administrator any installation, configuration, or tuning of the server may be considered billable, and you will be notified and requested to approve any additional charges. Any Support not included with your dedicated server, will be subject to a $100.00AU an hour labour fee, billed in 1 hour increments during office hours between 9:00am – 5:00pm M-F (AEST). WebPal Solutions reserves the right to perform maintenance, security checks, or management without client initiating such request.

Please Note: WebPal Solutions does not take responsibility for the overall security of servers

Network Outages or Unscheduled downtime is any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services. A Network Outage is defined as a period in which 100% packet loss to our network is experienced, which is determined to have been caused by a problem within the network as confirmed by WebPal Solutions. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.

Scheduled Downtime by WebPal Solutions will involve interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via e-mail and/or member centre, however WebPal Solutions is unable to guarantee notification.

WebPal Solutions will refund the customer 10% of the value of the time of service after 30 minutes (up to 100% of your monthly fee) for network downtime. Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request a performance credit, you must e-mail us within 10 days of reported violation. SLA violations will be reviewed by our WebPal Solutions staff Monday – Friday 9AM to 5PM AEST.

*Network violation SLA credit does not cover server hardware failure.*

Performance Credit exclusions: The following are excluded from the monthly calculation of Service Availability:

  • Scheduled downtime
  • Problems outside of WebPal Solutions network (upstream providers, or client’s inbound connection) not effecting 100% loss to our network
  • Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilisation of resources, hacked servers, attacks, exploits, or server hardware failures.

Server Hardware for Dedicated, or Co-Located Servers Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC and other related hardware included for Dedicated Servers, and switches for Co-Located Servers, unless client provides their own switch.

Hardware replacement will occur within 12 hours of the reported problem, WebPal Solutions will refund 5% of the monthly fee per additional 6 hours of down time (up to 100% of customer’s monthly fee). In order to request an SLA hardware violation credit, you must e-mail us within 10 days of reported violation. SLA violations will be reviewed by WebPal Solutions staff Monday – Friday 9AM to 5PM AEST.

*Hardware SLA violations do not cover network violation*

Replacement is defined as returning the server to original configuration when it was purchased. If hardware failure causes corrupted Operating System, Data Files, or Configuration of server, WebPal Solutions will restore the system to original state.

If the server is compromised and a new operating system (O/S) and/or cpanel re-install must be performed for security reasons WebPal Solutions will charge an hourly rate of $100.00AU to restore the system.

WebPal Solutions is not responsible for the restoration of data to server. We strongly recommend that you create off-site backup options for your site or server, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occurs, you the client are responsible for data restoration. WebPal Solutions shall not be liable for loss of data under any circumstance.

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