Service Level Agreements

Standard 99.99% Uptime Guarantee

Betteroff Networks Pty Ltd is committed to maintaining a reliable, high-speed network with a guaranteed network and services uptime of 99.99%. We will credit a percentage of next months fee for any excess downtime that is experienced due to circumstances within our control. This guarantee applies to any customer who has purchased retail or wholesale services and whose account is in good standing.

If downtime exceeds .5% for the month, customers may request a credit of one day’s fees for every consecutive 30 minutes the network is unavailable in excess of 0.5%. Credit will be calculated using the monthly recurring base fee, excluding any set-up or additional service charges. Total credit is not to exceed 100% of monthly base fee.

In order to receive a credit, a request for credit must be received within 30 days of the occurrence.

Network uptime includes functioning of the network infrastructure and does not include services or software outside of the control of Betteroff Networks.

Exceptions

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:

a. Circumstances beyond Betteroff Networks Pty Ltd's reasonable control, including, without limitation, acts of any governmental body, Acts of terrorism, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;

b. Scheduled maintenance, Emergency maintenance and/or upgrades.

c. False SLA breaches reported as a result of outages or errors of any Betteroff Networks Pty Ltd measurement system;

d. HostingMate Clients: E-mail or web mail delivery and transmission.

e. HostingMate Clients: DNS (Domain Name Server) Propagation.

f. HostingMate Clients: Outages elsewhere on the Internet that hinder access to your account. Betteroff Networks Pty Ltd is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Betteroff Networks Pty Ltd will guarantee only those areas considered under the control of Betteroff Networks Pty Ltd: Betteroff Networks Pty Ltd server links to the Internet, Betteroff Networks Pty Ltd's routers, and Betteroff Networks Pty Ltd's servers.

SLA Ammendments / Conditions

Betteroff Networks Pty Ltd reserves the right to make changes or ammendments to the existing Service Level Agreement at any time. When any such ammendments are made, all existing customers will be notified in writing via electronic mail to their listed account contact on file.