Service Level Agreement

Business Enterprise Centre (Western Riverina) understands the importance of server availability to our customers and therefore commit to providing superior network performance and the highest quality of care for our customers. Our goal is to provide SLAs that exceed industry standards while providing our customers with superior service. All Business Enterprise Centre (Western Riverina) Web Hosting customers are automatically covered by the SLA at the time of purchase, making it free to all Business Enterprise Centre (Western Riverina) customers. We have developed the following levels of service to ensure maximum performance and uptime.

The Business Enterprise Centre (Western Riverina) SLA provides commitments in three key areas:

1. Network Quality
Business Enterprise Centre (Western Riverina) is officially a "Cisco-Powered Network™". This means that Business Enterprise Centre (Western Riverina) uses only Cisco Systems Network gear. Redundant network components are used to ensure uptime and eliminate any single point of failure. The Business Enterprise Centre (Western Riverina) network is multi-homed through multiple redundant high-speed connections providing fast, reliable connectivity.

2. Network Uptime
Business Enterprise Centre (Western Riverina) guarantees that the network will be available 99.999% of the time in a given month (no more than 24 seconds downtime per month), excluding scheduled maintenance. After 24 seconds, Business Enterprise Centre (Western Riverina) will refund the customer 5% of the monthly fee for each 1 hour of downtime (up to 100% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and Business Enterprise Centre (Western Riverina)'s third party vendor records such failure in the trouble ticket system. Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.

3. Hardware Guarantee
Business Enterprise Centre (Western Riverina) guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Business Enterprise Centre (Western Riverina) identifies the cause of the problem. Hardware replacement is guaranteed to be complete within 2 hours of problem identification. In the event that it takes more than 2 hours to replace faulty hardware, Business Enterprise Centre (Western Riverina) will refund the customer 5% of the monthly fee per additional hour of down time (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.

Business Enterprise Centre (Western Riverina) is committed to providing services at a standard of excellence commensurate with the world's best practice in the industry. This SLA does not apply to delinquent customers. A request for a refund must be submitted within 7 business days of a service interruption. This refund is limited to 100% of the monthly fee in a given month for network or hardware downtime.
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