Service Level Agreement

This Service Level Agreement (SLA) may be amended from time to time. Our website will always display the up-to-date version.

Terminology

“Skyrack”, “We”, “Our” and “Us” refers to the business trading with the ABN 77 638 183 090. “Subscriber” means the person or entity who placed the order for our services. “Month” refers to a full calendar month i.e. January 1st to January 31st.

Coverage

This Service Level Agreement (SLA) applies to the Subscriber who holds an account for any of the hosting services offered by Skyrack. This agreement sets out the minimum level of service that Skyrack is required to meet and the corresponding penalties and compensation to the subscriber for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.

Service Level Uptime

The guaranteed up-time for Web Hosting and Reseller Hosting services is 99.9% each month. If the uptime of the server (physical hardware) the Subscriber is hosted on falls below 99.9% in any given calendar month, Subscribers with Web Hosting, or Reseller Hosting plans on that server are entitled up application to compensation equal to one (1) month of the total price charged by Skyrack for the impacted hosting service. Any compensation requests must be received by Skyrack within 30 days of the server downtime.

The guaranteed up-time for Email Hosting is 99.95% each month. If the uptime of the server (physical hardware) the Subscriber is hosted on falls below 99.95% in any given calendar month, subscribers with a Email Hosting plan on that server are entitled to compensation equal to one (1) month of the total price charged by Skyrack for the impacted hosting service. Any compensation requests must be received by Skyrack within 30 days of the server downtime.

The guaranteed up-time for Virtual Dedicated Server (VDS), and Virtual Private Servers (VPS) is 99.95% each month. If the uptime of the server (physical hardware) the Subscriber is hosted on falls below 99.95% in any given calendar month, subscribers with a VDS, or VPS Hosting plan on that server are entitled to a 25% monthly credit as compensation. The credit will be calculated based on the monthly service charge for the affected Services. Any compensation requests must be received by Skyrack within 30 days of the server downtime.

Compensation Request

In order to receive hosting compensation, the subscriber must lodge a ticket to the Skyrack Support Department through our Contact Us page, or through the Skyrack Console. Each request for compensation must include the dates and times of the unavailability of the Subscriber’s service, and must be received by Skyrack within 30 days of the server downtime.

Scheduled outages

Any scheduled outages will not be included in the total uptime/downtime calculation for the month. From time to time upgrades to hardware and/or software may be required. Where possible such upgrades will be performed outside of business hours. Subscriber’s will be notified as far as practicable in advance of such upgrades. Where practical, consideration will be given to subscribers’ input as to preferred times for scheduled outages to take place. Scheduled outages under normal conditions should not exceed 5 hours per year. All scheduled outages will be posted on the Skyrack Service Status page. The post will include the scheduled date of the outage, the server the outage will affect, the reason for the outage, and the scheduled commencement time & finish time of the outage.

Performance

All network 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 a day, 7 days a week.