Service Level Agreement

BitCloud provides a number of services which Customers use for varying purposes. Within our cloud environment we have the ability to provision these services in a number of ways which can have an impact on both the cost of the service and the performance and reliability of the service. BitCloud allows our Customers to select the importance of each service they purchase from us based on their needs. By selecting higher SLA levels, you will be entitled to higher minimum uptime guarantees and higher penalties if we fail to meet these guarantees.

Each SLA level has a specific service availability target as detailed below. For all levels, the uptime is calculated as a percentage of each calendar month

The availability guarantee does not apply to the functionality or operation of any software within any supplied servers, and does not apply if the service becomes unavailable due to Customer's actions or actions, non-actions or events of failure of a third party.

The availability guarantee also does not apply to any interruptions during our standard scheduled maintenance window which is every week from Thursday at 22:00 to 02:00 Friday AEST, or to any other maintenance periods where we have provided at least 12 hours advance notice. Maintenance periods will never be scheduled within 08:00 to 22:00 Monday to Fridays.

Gold and Platinum SLA Customers will have a maximum of 6 disruptive maintenance periods per year.

Network wide service interruptions are automatically calculated, individual interruptions are deemed to begin from the time the Customer lodges a fault ticket or phone call. Customers who fail to pay their invoices before the due date are not entitled to SLA credits.

The target service availability and penalties for each SLA are:

Bronze SLA

Service Availabilty

as a % of the calendar month

Penalty Credit

as a % of applicable monthly fee
99.5% or more 0%
less then 99.5% 25%

 

Silver SLA

Service Availabilty

as a % of the calendar month

Penalty Credit

as a % of applicable monthly fee
99.8% or more 0%
less then 99.8% 25%
less then 99% 50%

 

Gold SLA

Service Availabilty

as a % of the calendar month

Penalty Credit

as a % of applicable monthly fee
99.9% or more 0%
less then 99.9% 25%
less then 99% 100%
less than 98% 200%

 

Platinum SLA

Service Availabilty

as a % of the calendar month

Penalty Credit

as a % of applicable monthly fee
99.95% or more 0%
less then 99.95% 25%
less then 99.5% 100%
less than 99% 200%