Availability SLA (Schedule 2)

Other related documents:

• Terms and Conditions
• Acceptable Use Policy (Schedule 1)
• Maintenance SLA (Schedule 3)
• Support SLA (Schedule 4)

1. Introduction to availability SLA

1.1     This Schedule 2 sets out the Provider’s availability commitments relating to the Hosted Services.

1.2     In this Schedule 2, “uptime” means the percentage of time during a given period when the Hosted Services are available at the gateway between public internet and the network of the hosting services provider for the Hosted Services.

2. Availability

2.1     The Provider shall use reasonable endeavours to ensure that the uptime for the Hosted Services is at least 99.9% during each calendar month.

2.2     The Provider shall be responsible for measuring uptime, and shall do so using any reasonable methodology.

2.3     The Provider shall report uptime measurements to the Customer in writing if and when deemed necessary by the Provider.

3. Exceptions

3.1     Downtime caused directly or indirectly by any of the following shall not be considered when calculating whether the Provider has met the uptime guarantee given in Paragraph 2.1:

(a)     a Force Majeure Event;

(b)     a fault or failure of the internet or any public telecommunications network;

(c)     a fault or failure of the Customer’s computer systems or networks;

(d)     any breach by the Customer of the Agreement; or

(e)     scheduled maintenance carried out in accordance with the Agreement.