This is an important document. It sets out the Service Level Agreement, which BaseHost [ABN 40 087 351 102] (“BaseHost”) provides Cloud Hosting Services to you, the Customer. The BaseHost website and its contents are owned and operated by BaseHost (“BaseHost”).
BaseHost 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 more competitive than industry standards while providing our clients with superior customer support.
This SLA applies to all BaseHost Cloud Hosting Services ordered by any Customer whose account is current and which BaseHost provides through the BaseHost infrastructure and network resources.
99.9% Service Availability
BaseHost’s objective is to have Service Availability for Services covered by this SLA of at 99.9%. 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
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 BaseHost, 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, wilful misconduct, or use of the Services in breach of BaseHost’s Standard Terms and Conditions and/or Acceptable Use Policy;
BaseHost measures Service Availability at the point (Service Delivery Point) where the Internet interfaces with the BaseHost router within the BaseHost Data Centre through which the Services are provided.
Service Availability is determined primarily through the BaseHost fault ticketing system at https://help.basehost.com.au/en/kb-tickets/new. This system logs faults and issues fault tickets when a Customer notifies BaseHost of the fault through the fault ticketing system.
Third Party Products or Services – BaseHost does not provide a Service Level Agreement for Products and Services hosted external from the BaseHost Data Centre facility.
Service Level Guarantee – BaseHost does not provide a Service Level Guarantee or Customer Rebates if our objective of 99.9% SLA is not achieved with our Cloud Products.