Service Level Agreement

BitCloud provides a highly resilient and reliable cloud solution. We are very proud of our track record and provide a 99.9% uptime guarantee that covers not just electricity or network, but storage and compute as well.

The availability guarantee does not apply:

  • to the functionality or operation of any software within any supplied servers
  • if the service becomes unavailable due to Customer's actions or non-actions
  • if the service becomes unavailable due to actions, non-actions or events of failure of a third party
  • to disruptions caused by denial of service attacks

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.

Maintenance notifications and reports are published on the status page and on Twitter.

Service interruptions are deemed to begin from the time the Customer lodges a fault ticket or phone call. SLA credits must requested in writing by the Customer within 30 days of the end of the month that the interruption occured in. Customers who fail to pay their invoices before the due date are not entitled to SLA credits.

The target service availability and penalties are:

Service Availabilty

as a % of the calendar month

Penalty Credit

as a % of applicable monthly fee
99.9% or more 0%
less than 99.9% 10%
less than 99.5% 25%
less than 99% 50%

 

BitCloud has significant experience with High Availability systems and combined with our multi zone and multi region cloud deployment, we can provide custom engineered solutions that include enhanced SLA options of up to 99.95% uptime and 200% penalties. Please ask your consultant for more details.