This service level agreement applies only to email hosting services as provided by ayuda hosting.
This agreement sets out the minimum level of service that ayuda hosting is required to meet and the corresponding penalties for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.
The target up-time for primary services is 99.8% each month.
All support requests will be handled as soon as possible, the target time to action all support requests is within 15 minutes. Telephone and email support is provided during standard office hours. After hours support is via the emergency after-hours number 0412 125 960.
All 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, 7 days.
The service level guarantee will be measured by ayuda hosting and is based on the up-time.
If ayuda hosting determines that primary services were unavailable for period exceeding the maximum allowable under the prescribed up-time target, and extending for a continuous duration of 1 hour or more per instance, upon the customers request, ayuda hosting will credit the customers monthly invoice the prorated charges of one (1) day of the ayuda hosting services fee for each consecutive hour, up to a maximum of 7 days per month.
To receive credit if this guarantee has not been met, the customer must contact ayuda hosting within 30 days of the end of the month for which credit is requested.