Service Legal Agreement (SLA)

Here at Hawkesbury Websites we use only top quality servers and equipment. This translates into great reliability and uptime. As a result, within our own server farm and facilities that are under our own control and management, we guarantee that our network will be up and functioning 99.9% of the time . We also have a 100% Data Center systems guarantee.

To be eligible for this SLA, your account must be in good standing. All requests for credit or refunds should must fulfill these requirements:

  • Request must be submitted using the ticket system
  • Request must be submitted within 7 days of the issue in question
  • Your request must include a ticket number to reference that shows the issue being reported and acknowledged.

We guarantee that the network will be available 99.9% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services, daemons, software running on your server, or hardware failure on a server. Network uptime means the network itself will be up and available. In situations where a client runs a cluster or redundant server they can take advantage of the 100% uptime guarantee by eliminating a single point of failure in their hardware

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:

– Scheduled Maintenance: occasionally upgrades, updates, and hardware replacements are required. We will take every precaution to avoid downtime but it may not always be unavoidable. Downtime during scheduled maintenance is not covered and not refundable.

– Hardware Maintenance: server hardware is not related to the network. We maintain thousands of servers and at some point all hardware can and will fail. We will work quickly to restore the server and use our backups, if available, to restore service.

– Software Maintenance: while managing servers we must keep systems, OS, kernels, and other various software updated and current to avoid exploits and prolonged downtime or issues. At times this means rebooting systems and rarely unexpected problems arise that extend the maintenance window.

– Traffic conditions or outage on the Internet outside our network, issues from upstream providers, clients ISP, or local problems such as Browser or DNS caching.

– DDoS, Attacks, Exploits or hacked servers.

– Failure of individual services on a server while the network is up.

– Interruptions or failure of individual service caused by client, their employees, client’s customers, friends, or family to their service.

– Inaccurate installation or configuration of software by the client or non-staff, 3rd party software, client abuse or over utilization of resources.

We guarantee that the critical systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance and clients server power supply.

Critical systems includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers’ servers. NOC downtime exists when a particular server is shut down due to power or heat problems and we record such a failure in the support ticket system.

If network downtime occurs the customer will be credited 10x (1000%) of the downtime as recorded by the support ticket and confirmed problem to the resolution, up to 100% of the customer’s monthly fee. If the network is out for 1 hour, we will credit you 10 hours of downtime. In this instance we divide your monthly payment by days of the month, divided by 24hrs a day to find an hour rate. That amount will be credited to your account towards your next invoice.