Welcome to CatsNine's web hosting service(3) by mmcsx

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									Welcome to CatsNine’s web hosting
service.
Why is this document important?
This Service Level Agreement (‘SLA’) is an important legal document that contains details of the product/s that you
have purchased from us. Before you buy any product from us, please read this document carefully. Please keep
this agreement with your other important documents relating to our service.

This SLA only applies if your account was activated on or after 20 June 2011.

We provide you with a comprehensive warranty for services provided by us to you. This document defines specific
representations and warranties provided to you whilst using our services.
Finding your way through this
document

Our service will be free from interruptions 99.95% of the time ................................................................................... 3
Claiming sla credit.......................................................................................................................................................... 3
Exceptions...................................................................................................................................................................... 3
Credit amount................................................................................................................................................................ 3
Terms explained ............................................................................................................................................................ 5
OUR SERVICE WILL BE FREE FROM INTERRUPTIONS 99.95% OF THE TIME
We guarantee that appropriately configured devices on our network will be accessible 99.95% of the time. In the
event that we fail to provide this level of service, you will be eligible for a SLA credit up to 50% of your monthly
fees.


CLAIMING SLA CREDIT
In order to initiate a claim for a service credit, you must contact us within seven (7) days after the end of the
month for which credit is requested. The service credit request must include the following information:

    1.   your name and contact information
    2.   the date and time that the problem started and was resolved
    3.   a description of the characteristics of the claimed outage or failed metric
    4.   ticket numbers or other documentation demonstrating that the you notified us of the claimed actionable
         issue

We reserve the right to reject the request for an SLA credit. In no circumstances will the total monthly credit
exceed 50% of the total monthly charge actually paid by you for service during the month in question. SLA credits
will be credited against your account and may not be received in the form of a refund or cash.


EXCEPTIONS
You shall not receive any credits under the SLA in connection with any failure or caused by:
     Circumstances beyond our control, including, without limitation, acts of any governmental body, war,
         insurrection, sabotage, acts or omissions of a third party not engaged or authorized by us, embargo, strike
         or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or
         delay in telecommunications outside of our control, failure or delay of third party services or software;
     Usage patterns or traffic that exceeds the reasonable performance parameters of your account;
     Downtime caused by scheduled maintenance is not eligible for SLA credit.
     Downtime caused by emergency maintenance is eligible for 10% of normally calculated SLA credits;
     DNS issues beyond our control;
     Your acts (or act of others engaged or authorized by you), including without limitation, any negligence,
         willful misconduct, or use of the your service in breach of any of our agreements;
     Services deployed in a redundant manner that continue to perform correctly, are not eligible for SLA
         credit.

If you are currently in arrears you do not qualify for SLA credit. If you have been in payment arrears two or more
times in the previous six months do not qualify for SLA credit.


CREDIT AMOUNT
In no circumstances will the total monthly credit exceed 50% of your total monthly fees actually paid by you for
service during the month in question. If availability of our services is less than 99.95%, we will issue an SLA credit in
line with the below schedule.

     -     Between 99.95 and 100% of availability, there is no credit
     -     Between 98 and 99.95% of availability, we will credit 10% of your monthly fee
     -     Between 95 and 97.9% of availability, we will credit 25% of your monthly fee
-   Below 95% of availability, we will credit 50% of your monthly fee
TERMS EXPLAINED
agreement
See service level agreement.

duty of disclosure
You have a duty of disclosure to tell us everything you know or should know, that is relevant to our decision to
provide a service to you.
The information you tell us can affect:
– the amount you pay
– if we will be able to provide you with services
– if special conditions will apply to your services.
You do not need to tell us of anything which:
– reduces the chances of you breaching this agreement
– we should know about because of the business we are in or
– we tell you we do not want to know.
If you are unsure it is better to tell us. If you do not tell us something which
you know or should know is relevant, we might cancel your service or, if fraud is involved we can treat the service
as if it had never existed.

fees
The amount you pay us for any product or service we provide you with. You also pay GST and any
additional government charges if applicable.

period of service
When your product/service starts to when it ends. It is shown on your order, invoice, or account.

product
The product or service we provide you with.

service
The product or service we provide you with.

terms of service
The service level agreement is this document and contains the terms we and you must abide by. It tells you what
your rights and responsibilities are, details of costs, fees and charges and other important information. It should be
read together with your any other communication sent by us.

we, our and us
Please see ‘who we are’ on the last page of this document.

you and your
The people or entity shown as the account holder or primary customer contact.
How to Contact Us
Visit us on the web, http://www.catsnine.com
Email us directly, clients@catsnine.com

Or write to us:
PO Box 5029
East Lismore NSW 2480
Australia

Please do not write to us for urgent issues, email is the preferred medium for contact.




Who we are
All products and services are issued by Roehr Pty. Ltd., trading under the name of CatsNine.

Roehr Proprietary Limited

ABN 87 168 793 880
ACN 096 460 712

PO Box 5029
East Lismore NSW 2480
Australia

http://www.roehr.com.au

								
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