Uptime Guarantee SLA

If your service is not operational for the guaranteed amount of time we will apply a pro-rated credit to your account upon request to our billing team.

99.9% uptime Dedicated / VPS

• Less than 45 minutes (100% – 99.9% uptime): Zero Credit
• 45 minutes to 3 hours 36 minutes (99.9% – 99.5% uptime): 5% credit
• 3 hours 36 minutes to 7 hours 12 minutes (99.5% – 99% uptime): 10% credit
• 7 hours 12 minutes to 14 hours 24 minutes (99% – 98% uptime): 15% credit
• 14 hours 24 minutes to 1 day 12 hours (98% – 95% uptime): 25% credit
• Greater than 1 day 12 hours (less than 95% uptime): 100% credit

This applies to the following services.

• Managed Dedicated Servers
• VPS

Please Note: This SLA only covers full server outages relating to network or hardware faults that are in our control. Any hardware or network related faults outside of our control are not covered in the guarantee. Downtime of website or services due to CMS issues, disk usage issues or similar is also not covered. Any credit applied is based on the monthly subscription value for the affected service. Please contact our billing team to request credits under our SLA. Credits are not applied automatically to an account and must be requested within 30 days of any incident.

Please contact our billing team to request credits under our SLA. Credits are not applied automatically to an account and must be requested within 30 days of any incident.

Support and Incident Management SLA

What are Secure Web Service’s normal SLA definitions?

Secure Web Services defines our ticket PRIORITY levels as follows:

• Priority 1 (P1) – A critical failure in which the service is inoperable.
• Priority 2 (P2) – A large component failure of the clients’ ability to operate is affected.  Some aspects of the business can continue but its a serious problem.
• Priority 3 (P3) – The clients’ core business is unaffected but the issue is affecting efficient operation by one or more people.

Some Examples:

• The server is down – its taken our mail, files and whole companies login ability offline – a P1
• My a individual email is not working. – a P2
• The EMAIL service is not working –  a P1.
• Emails are working but user is struggling to setup email service on outlook – P3

Who determines the PRIORITY level of the issue?

Secure Web Services will determine the initial priority level, leveraging our in-depth knowledge of your business to accurately assess the issue. Although we strive for precision, unforeseen circumstances may arise, or we may misjudge the situation. If you believe that any matter warrants a different priority level, kindly inform us of the reasoning behind your request.

The Secure Web Services Commitment

Secure Web Services makes the following commitments for support:

What do you mean by “respond”?

Regarding Secure Web Services’ SLAs, the term “respond” indicates that we will receive and acknowledge your issue, generate a ticket, and assign a technical resource to address your requirements. All response times mentioned in the above tables are measured during business hours AEST.