Service Level Agreement
Version 1.2.1 Published on 5/9/2018

Document Index

1. Definitions

2. Support

3. Service Level Agreement

4. Scheduled Maintenance

5. Other Downtime Exclusions

6. Credit Requests

1. Definitions

In this Service Level Agreement, the following terms have these meanings:

  • “Agreement/s” means the sum total of Our “AUP”, “SLA”,”ToS” and “Privacy Policy”
  • “Service” or “Service(s)” means any product(s) or services(s) the Customer has ordered for use.
  • “We”, “Us”, “HostHero”, “Our” means HostHero (ACN 608 896 242).
  • “Customer”, “You”, “Your” or “User(s)” means a “Subscriber” to the Service, or anyone accessing the Service using the subscriber’s credentials.
  • “AUP” means our Acceptable Use Policy, accessible at this link.
  • “ToS” means our Terms of Service, accessible at this link.
  • “SLA” means our Service Level Agreement, accessible at this link.
  • “Customer Area” means our online portal where you can manage your Services
  • “Website” means www.HostHero.com.au.
  • “Downtime” means the total duration per month where hosted services experience operational or access issues that are the result of issues within the HostHero network or on HostHero maintained hardware. This excludes scheduled maintenance or issues as outlined under the “Exclusions” section of this agreement.
  • “Month” refers to a full calendar month.
  • “Scheduled maintenance” refers to the inaccessiblility of a hosting service due to hardware maintenance, software maintenance or upgrades that had been previously scheduled to be completed by HostHero.

 


 

2. Support

HostHero provides Customers with technical support for Services offered by HostHero.

  • Ticketed Support is available 24/7
  • Phone Support is available 24/7 (excluding public holidays).

This support is provided at no additional charge to Customers.

HostHero’s support excludes the following:

  • web applications (such as WordPress, Joomla)
  • coded scripts (including ASP, PHP, Javascript, Jquery, CSS, HTML)
  • custom development
  • components from third parties

HostHero’s target response time to technical support requests is less than 20 minutes. The response time depends on the complexity of the enquiry and current support request volumes.

 


 

3. Service Level Agreement

We guarantee a 99.9% uptime service on all web hosting plans. This includes http, https, ftp, pop, imap and smtp protocals. Should we fail to deliver this for any given calendar month, your account will be refunded a pro-rated amount for the duration of excessive downtime.

If the uptime of a web site is less than 99.9%, HostHero will issue credit to the Customer in accordance with the credit schedule below. The credit paid will be calculated on the basis of the monthly service charge for the affected service multiplied by the credit column (middle column) below.

Availability (%) Credit Downtime
99.9 – 100 0% 0 to 43 mins
97 – 99.9 15% 43 mins to 15 hrs
93 – 96.9 30% 16 hrs to 40 hrs
89 – 92.9 45% 41 hrs to 75 hrs
88.9% or below 100% more than 75 hrs

 


4. Scheduled Maintenance

Our systems will require periodic maintenance and upgrades that may or may not result in services being unavailable for certain periods. This is part of our continuing commitment to providing our Customers with the highest quality services available. This schedules maintenance is excluded from “downtime” calculations.

HostHero will endeavour to announce scheduled maintenance at least 24 hours ahead of time to the Customer. This information will be made publically available via our website. HostHero reserves the right to perform emergency maintenance without prior notification, should it be deemed necessary to maintain the security and integrity of the Service.

 


 

5. Other Downtime Exclusions

HostHero will only guarantee factors that are considered to be under the control of HostHero, including Our server links to the Internet, Our network hardware and Our servers.

Outages caused by actions beyond HostHero’s control are excluded from “downtime” calculations. These include, but are not limited to the following :

  • acts of any governmental body.
  • “Acts of God” (e.g. fire, flood, earthquake, tornado).
  • terrorism.
  • war.
  • DoS attacks or other forms of intrusion.
  • outages elsewhere on the Internet that hinder access to your account.
  • browser or DNS caching that may make the Web Site appear inaccessible.
  • Customer-provided Internet connectivity or end-user software.
  • Customer misconduct in violation of HostHero’s Acceptable Use Policy.
  • the Customer’s local area network.
  • anything inside Customer’s internal network, including, but not limited to, firewall configuration and bandwidth to internet, local area workstations, servers, software, and configuration.
  • DNS issues outside the direct control of HostHero.
  • DNS (Domain Name Server) Propagation.

 


6. Credit Requests

In order to receive a credit for downtime, Customers must submit a request directly to via the HostHero Customer Area. Each request made in connection with this SLA must include the dates and times of the unavailability and must be received by HostHero within fifteen (15) business days after the Customer’s service was not available. If the unavailability is confirmed by HostHero, credits will be applied within 30 days after HostHero’s receipt of the Customer’s credit request. Credits are not refundable and can be used only towards future billing charges.

The total amount credited to a Customer in a particular month under this SLA shall not exceed the total hosting fee paid by a Customer for such month for the affected services.