DDSN.net is committed to providing superior hosting services and the highest quality of care for our clients. Our goal is to provide a Service Level Agreement (SLA) that is competitive with industry standards while providing our clients with superior customer support.
Services Covered
This SLA applies to all DDSN.net shared hosting, DDSN.net dedicated virtual server hosting, and DDSN.net Co-Location Hosting Services ordered by any Customer whose account is current and which DDSN provides through the DDSN.net Tier 1 Network. This SLA does not apply to DDSN.netLaunch services.
This SLA applies to hardware services only. Software services including databases, Internet Information Server (IIS), content management systems, or other software used to run a website is not covered by this SLA.
Service Availability
Servers / Hardware
DDSN's objective is to have Service Availability for Hardware Services covered by this SLA of 99.9%. Where Service Availability is less than 99.9%, DDSN will provide a Fee Rebate against Monthly Recurring Fees set out in the Customer's Cover Sheet in an amount set out in the Fee Rebate Table below.
Service Availability is defined as the percentage of time Services are available to the Customer during the course of a month. Service Availability is calculated in accordance with the following formula:
Service Availability for Month = ((T - D) x 100)/ T
Where:
T is the total number of minutes in the Month; and
D is Downtime.
Downtime means any interruption to availability of Services which exceeds 90 seconds, but does not include interruptions resulting from:
- planned outages for scheduled maintenance;
- network outages caused by other carriers;
- Force Majeure (as defined in the Standard Terms and Conditions);
- Any other circumstances outside the reasonable control of Blue Central, including without limitation 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;
- Any acts or omissions of Customer (or acts or omissions of others engaged or authorized by Customer), including, without limitation, custom scripting or coding, any negligence, willful misconduct, or use of the Services in breach of DDSN's Standard Terms and Conditions and/or Acceptable Use Policy;
- In the case of Co-Located Hosting Services, any interruption resulting from or caused by faults in hardware or software provided or controlled by Customer
DDSN measures Service Availability at the point (Service Delivery Point) where the Internet interfaces with the DDSN router at the DDSN data centre through which the Services are provided.
Monitoring and Response Services
Please ask for more information about our commitment to delivery of monitoring and response services.
Technical Support Service
Please ask for more information about our commitment to delivery of technical support services.
Fee Rebates for Service Unavailability
DDSN will provide the following Fee Rebates for Hardware services:
| SLA Hours in Months | Monthly Fee Rebate |
| From 45 minutes to 2 hours |
5% |
| From 2 hours to 4 hours |
10% |
| From 4 hours to 8 hours |
20% |
| From 8 hours to 14 hours |
30% |
| From 14 hours to 22 hours |
50% |
| In excess of 22 hours |
75% |
Customers must submit a claim for a Fee Rebate within 14 days after the end of the month in which the interruption to Service Availability occurred using the Service Availability Claim Form in the Control Panel. A Customer is not entitled to claim a Fee Rebate where:
- its account is not current in accordance with the payment terms set out in the Standard Terms and conditions; or
- Customer has not complied with DDSN support processes and guidelines.
If you have any questions regarding this SLA please contact us.