Service Level Agreement
This agreement sets out the minimum level of service that Harwood Hosting is required to meet and the corresponding penalties and compensation to customers for not meeting such levels. Our objective is to provide a continuously operating service that is well beyond the minimum levels specified.
The guaranteed up-time for network services is 99.9% each month.
All support requests will be handled as soon as possible, target time to action all support requests is within 30 minutes. Requests for software upgrades and or installation of new software packages will be processed as soon as possible. Target time to complete such requests is within 2 workings days of receipt.
4. Service Level Guarantee
The service level guarantee (based on up-time) will be measured by Harwood Hosting and its determination is final. If Harwood Hosting determines that primary services were unavailable (excluding scheduled outages and those cause by customers or third parties) for period exceeding the maximum allowable under the prescribed up-time guarantee, and extending for a continuous duration of 1 hour or more per instance, upon the customers request, Harwood Hosting will credit the customers monthly invoice the pro rated charges of one (1) day of the Harwood Hosting services fee for each consecutive hour of applicable downtime, up to a maximum of 30 days per month. To receive this credit, the customer must contact Harwood Hosting requesting the credit within 30 days of the end of the month for which credit is requested.
5. Scheduled outages
From time to time upgrades to hardware and or software may be required, where possible such upgrades will be performed outside of business hours. Customers will be notified as far as practicable in advance of such upgrades. Scheduled outages under normal conditions should not exceed 5 hours per year. Under normal conditions customers will be advised via email and or telephone no less than 24 hours in advance of any scheduled outage. Where practical, consideration will be given to customers’ input as to preferred times for scheduled outages to take place.