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VPSHOSTING.NET.AU TERMS
OF SERVICE VPShosting.net.au provides web hosting services to subscribers around the world. The following terms of Service are designed to provide the highest level of service available. |
VPShosting.net.au guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 4 hours of identifying the problem. In the event that this guarantee is not met, VPShosting.net.au will issue a credit for ten times the actual amount of additional downtime. The amount of compensation may not exceed the customer's monthly recurring charge. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.
VPShosting.net.au's cumulative average time to replace failed hardware is under 60 minutes.
Many possible situations are completely beyond the control of VPShosting.net.au, and therefore are not in the scope of this SLA. These situations include:
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Scheduled Network Maintenance
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Occasionally network maintenance will be
required. VPShosting.net.au will do everything possible to minimize
and avoid downtime during this maintenance. You will receive prior
notification of upcoming maintenance at the email address we have
on file. Scheduled maintenance periods are not eligible for SLA
credits. |
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Hardware Maintenance |
On rare occasions, the hardware in your Server
may need maintenance or replacement. VPShosting.net.au will do
everything possible to minimize any downtime in these situations
per our hardware replacement SLA. Any downtime incurred as a result
of this maintenance will not be counted towards our network SLA. |
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Software Maintenance |
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An important part of managing a dedicated
server is keeping the software up to date. If you choose to have
VPShosting.net.au manage your server, occasional software updates
will be required to address security or performance issues. Usually
you will experience little or no downtime in these situations,
but we cannot guarantee a specific amount of time in all situations. |
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Malicious Attacks |
If a third party not associated with DedicatedServer.net.au
initiates a "Denial of Service" or other form of disabling
attack against your Dedicated Server or major portions of our
network, VPShosting.net.au will do everything in it's power to
stop the attack, but cannot guarantee a resolution time. |
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CPanel Issues |
If you choose to run CPanel and Web Host
Manager on your Dedicated Server, the default install will be
configured for automatic updates of CPanel related software. On
occasion, one of these automatic updates could adversely effect
all or part of the CPanel related software on you server. VPShosting.net.au
will do whatever is necessary to fix any Cpanel related problems,
but cannot guarantee a resolution time. |
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge.
VPShosting.net.au engineers are available 24 hours a day. There are a number of ways to reach us, including online help desk, live chat and email.
Help
Desk - http://www.VPShosting.net.au/support/
Email - support@VPShosting.net.au
