Hosting Direct - Hosting Colocation Servers Domains

Service Level Agreement - Definition of Terms

The following words and expressions shall have meanings hereby assigned to them except where the context otherwise requires:

• "Hosting Direct", "us", "we" and "our", means Hosting Direct Limited;
• "You" and "Your", means the party or parties who utilise and/or services provided by Hosting Direct Limited.

Technical Support

On setup of your account, Hosting Direct will provide you with technical support, access and other service related issues at no additional charge. Hosting Direct will not provide development-related support for web applications, scripts, or components from third parties or those developed by you.

Phone support is available Monday-Friday from 9 to 6pm NZT. (Excluding public holidays).

Email support is available 24/7. (Excluding public holidays).

Hosting Direct endeavours to respond to all technical support tickets within 60 minutes, however; this can vary depending on the complexity of the inquiry and support request volume. Our support team assigns the highest priority to customer inquiries or monitoring evidence related to service unavailability.

Scheduled Maintenance

In order to keep our servers secure and at peak performance, we need to perform routine maintenance on a regular basis, requiring servers and/or services to be unavailable for short times. Scheduled service unavailability times are not included in our uptime guarantees. We will usually perform maintenance tasks during off-peak hours unless we deem the maintenance to be critical.

Availability

Hosting Direct's primary commitment is to providing outstanding web hosting and services to all customers. To support this commitment, we observe the following schedule of remedies for any failure to meet the express guarantees in this service level agreement.

Service Availability

We guarantee that your services will be accessible over the Internet 99.99% of the time (that's about 4 minutes of downtime per month at a maxium).

Refunds for Unscheduled Downtime

If your service availability for the full calendar month is below our guaranteed level, we will provide the following appropriate refunds:

Applying for Refund:

To receive a refund please contact your account manager.

Maximum Refunds

The total refund to you for any account may not exceed 50% of the monthly fees charged to that account during the month for which the refund is to be issued.

Refund Restrictions

Customer shall not receive any refunds under this SLA in connection with any failure or deficiency of availability caused by or associated with:

• Circumstances beyond Hosting Direct's reasonable control, including, but not limited to, acts of any governmental body, fire, flood, earthquake, strike or other labour disturbance, interruption of, or delay in transportation, unavailability of or interruption, or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, withoutlimitation, e-commerce software, payment gateways, chat, statisticsor free scripts)
• Scheduled maintenance and emergency maintenance and upgrades
• Your acts or omissions (or acts or omissions of others engaged orauthorized by you), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the services in breach of the Terms and Conditions and Acceptable Use Policy
• DNS (Domain Name Server) propagation.
• Outages elsewhere on the Internet that hinder access to your account. Hosting Direct is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it.

Mission Critical (SLA)

If your services are mission critical, and you require with absolute certainty everything will remain on-line 24/7, 100% uptime, we can offer you a customised SLA to suit these requirements, this will include mirrored locations with our partnered datacentre suppliers. Please contact us to discuss your requirements.