The following information documents Host Digital's Service Level Agreement.
Support Levels and Hours of Provision
Support procedures and resolution times are given with reference to the following support periods:
| T1: |
09:00 – 17:30 ACST Monday to Friday |
| T2: |
17:30 – 22:30 ACST Monday to Friday and
09:00 – 22:30 ACST Saturday, Sunday and National Public Holidays. |
| T3: |
22:30 – 9:00 ACST Every Day |
Responding to Issues
Host Digital Recognised Issue
Once an issue has been identified, Host Digital will send notification by email to the appointed business and technical contacts of affected customers.
Tier 1
During the T1 period, it is expected that Host Digital will notify affected customers and begin the resolution process within 30 minutes of becoming aware of an issue.
Tier 2
Any issue identified during the T2 period will be reported to the customer within 30 minutes of the beginning of the following business day.
During the T2 period, it is expected that Host Digital will begin the resolution process within 60 minutes of becoming aware of an issue.
Tier 3
Any issue identified during the T3 period will be reported to the customer within 30 minutes of the beginning of the following business day.
During the T3 period, it is expected that Host Digital will begin the resolution process within 60 minutes of becoming aware of an issue.
Responding to Issues
Customer Recognised Issue
Please note that to enable Host Digital to provide a level of service consistent with this document, all issues that require Host Digital action should be reported through the support team email account support@hostdigital.net.
The initial response will involve an acknowledgement that a support request has been received and the collection of information to assist in the diagnosis or better understanding of the issue.
This will be followed at the earliest possible time with a copy of the Outage Notification Form as detailed in Appendix 8.
Tier 1
Issues reported to the support team during the T1 period will receive an initial response within 30 minutes.
Tier 2
Issues reported by email during the T2 period will receive an initial response within 60 minutes. Issues reported by telephone during this period will receive an initial response within 30 minutes the following business day.
Tier 3
Issues reported by email or telephone during the T3 period will receive an initial response within 30 minutes the following business day.
Severity and Resolution
Host Digital commits to restoring core functionality within the times outlined below for each of the indicated time periods. Resolution times are measured from the time at which Host Digital first becomes aware of an issue.
Severity 1 |
A problem with a high visibility to Customers or having a critical impact on the customer’s business operations, including all factors of service described as ‘Business Critical’ and listed in Appendix 6. |
2 Hours |
4 Hours |
Prior to 13:00 AEST, or within 2 hours the next business day, whichever is sooner |
Severity 2 |
A problem with moderate visibility to Customers or having a high impact on the customer’s business operations |
4 Hours |
4 Hours |
Prior to 13:00 AEST, or within 4 hours the next business day, whichever is sooner |
Severity 3 |
A problem with a low visibility to customers or having a moderate impact on the customer’s business operations |
24 Hours |
24 Hours |
24 Hours |
Severity 4 |
A problem with no visibility to customers or having a low impact on the customer’s business operations. |
3 Business Days |
3 Business Days |
3 Business Days |
Chargeable Support
Support requested beyond the documented service level commitments will be and charged at the Host Digital Consulting Rate, as detailed on the Biller Agreement. This includes but is not restricted to assistance in the resolution of issues that are not within Host Digital’s areas of responsibility.
Prior to the commencement of any chargeable work, the customer will be notified and Host Digital will await an affirmative response to the offer to proceed.
Service Availability
An outage will be defined as the unavailability or malfunction of the services specified in the Host Digital Biller Agreement. The duration of an outage will be measured as the time between when Host Digital becomes aware of an outage and the resumption of service provision by implementation of a solution or suitable workaround. Service Availability will be calculated as the inverse of the duration of all outages during a period.
The measure of Service Availability discounts any contributing factors external to Host Digital such as customer or third party provisioning failures.
Host Digital is committed to providing a premium level of customer service and a proactive approach to issue resolution, and will maintain a core Service Availability in excess of 99% over a one month period. If over this period a 99% availability is not maintained, on written request the customer will be refunded any charges levied for the previous calendar month, as detailed in the Biller Agreement, or an equivalent pro rata refund if licences have been paid annually in advance.
New Work
New work or modifications to existing services can be commissioned by the customer contacting Host Digital with a detailed description of their objectives and requirements. Host Digital will work with all stakeholders to design and plan a viable solution, the costing of which will be presented to the customer as either a Quote or a Proposal, depending on the scale of the work involved. Work will proceed on written agreement by the customer.
Exclusions
Unless specifically referred to in the Service Level Agreement, appendices are for information purposes only and do not form a part of this agreement.
Refund Policy
Each of Host Digital web hosting plans come with a 30 day money back guarantee. If you are not completely satisfied with our services within the first 30 days of your contract, you will be given a refund of the contract amount excluding setup fees (if any) and overages.
All cancellations must be made by emailing cancellations@hostdigital.net. All other forms of notice will not constitute acceptance of any cancellation.
Accounts cancelled/terminated by Host Digital for violating our AUP do not qualify for any refunds. Refunds will be issued via direct debit or will be credited back to your credit card. Host Digital will be the sole arbiter as to how the refund should be completed.
Refund Policy for Renewals
Renewals of web hosting contracts will be refunded if Host Digital is notified within the first 7 days following renewal date. No refunds will be granted for notifications received after this date.
|
