Host Networks Pty Ltd offers, within our own facilities that are under our own control and management, a guarantee that our network will be up and functioning 99.9% of the time per calendar month.

To be eligible for this SLA , your account must be in good standing with any invoices paid in full on or by its due date. All requests for credit must be made to the accounts department with initial trouble ticket number lodged as reference included.

1. Host Networks Pty Ltd ("The Company") agrees to furnish services to the Subscriber, subject to the following SLA (Service Level Agreement). From herewith in this SLA, the usage of “Host Networks”, "us", "we", "our", "ours" shall constitute reference to Host Networks Pty Ltd, the usage of “customer”, "you", "your", "they", "them" shall refer to client / customer of Host Networks Pty Ltd.

1.1 During the term of service, the Customer shall have a Service Level Agreement (SLA) for any downtime reported to Host Networks by the customer. The SLA offered is confined to the Host Networks network and to our upstream services provider's backbone networks only. These Service Levels have no application to any service other than the Host Networks component of the services.

1.2 Other than as provided in this Service Level Agreement, Host Networks shall not be liable for the failure or delay in performing its obligations hereunder if such failure or delay is due to circumstances beyond its reasonable control, including, without limitation, acts of any government authority, war, sabotage, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or delay in telecommunications or third party services, failure of third party hardware and/or software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of services.

2. Host Networks offers the guaranteed network uptime of 99.9% calculated each calendar month for services located within our Premium Data Centre only. This is classed as services on our network located at 53 Brandl Street , Eight Mile Plains Queensland. All other locations will have a network uptime of 99%. Network uptime includes functioning of all Host Networks network infrastructures only including any routers, switches and cabling, but does not include services or software running on any server, or customers own hardware.

2.1 Network Downtime (also known as outages) for the purpose of this SLA is classified as any part of our network deemed unavailable for a period of over ninety (90) seconds and only during periods of:
a.) Complete failure.
b.) The average round-trip transmission time for packets exceeds 150 milliseconds, within our network, to another point in our network over a time period of greater than four (4) minutes..
c.) The average packet delivery for round trips within our network exceeds 10% packet loss over a time period of greater than four (4) minutes.

2.2 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 the Service level Agreement and not classified as network downtime:
- Force Majeure.
- Any suspension or termination of the Service in accordance with our Terms and Conditions.
- Anything Host Networks undertakes that is reasonably required to protect the safety, security or integrity of the service, anything carried by the services, or any network in relation to the Service.
- Scheduled downtime or maintenance (see 2.3).
- Traffic conditions on the internet.
- ISP or local problems such as Browser or DNS caching.
- DoS, DDoS, Attacks, Exploits or hacked servers.
- An outage from an upstream facility outside of our network.
- Interruptions or failure of individual service caused by client, their employees, agents and contractors, client's customers, friends, or family to their service.
- Negligence, willful acts or omissions, or breach of the Host Networks Terms and Conditions (including acts and omissions by your officers, employees, agents, contractors and End Users).
- Inaccurate installation or configuration of software or hardware by the client or non-Host Networks staff, 3rd party and unsupported software, client abuse or over utilisation of resources.
- Equipment, software, goods, information, services or other matters under your control.

2.3 Maintenance and Upgrades. In order to maintain and upgrade the Host Networks network, infrastructure and servers, Host Networks performs scheduled maintenance on its equipment. Outages or performance degradation during scheduled and emergency maintenance as a result of any maintenance to our network, infrastructure and servers, are not considered Downtime for purposes of this section. Host Networks shall make all commercially reasonable efforts to provide the Customer with reasonable prior notification of all scheduled and emergency maintenance and upgrade procedures in our announcement area of our helpdesk

2.4 Investigation of Service Interruptions. At Customer's request, Host Networks will investigate any report of Downtime, and attempt to remedy any Downtime expeditiously. If Host Networks reasonably determines that all facilities, systems and equipment furnished by Host Networks are functioning properly, and that Downtime arose from some other cause, Host Networks can continue to investigate the Downtime at your request and expense.

3. Dedicated Server Hardware Guarantee
We guarantee the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once customer lodges a hardware fault in the helpdesk only. Hardware replacement is guaranteed to be complete within 4 hours of our acknowledgement of the request in the helpdesk to replace a part or if the faulty part is unknown, once it has been identified. Hardware replacement may, for a short term, be of a lesser specification to restore services until a part of an equal or greater specification can be sourced. This guarantee of 4 hours does not include additional actions such as software installations, OS reinstalling, or other data or backup services. In the event that it takes us more than 4 hours to replace faulty hardware, we will credit the customer account 2% of the monthly fee for each 60 minutes of downtime (up t o a maximum of 100% of customer's monthly fee).

Hardware is def ined as the Processor(s), RAM, hard disk drive(s), motherboard, NIC card and power supply.

Requests by customers to replace an item, that is found to be in good working order, will result in a labor charge equal to the time spent to replace the item along with full retail cost of that item.

Hardware guarantee on lease-to-own servers is valid for the initial 24 months only.

4. Network Quality
To ensure a quality network, Host Networks guarantees that once total network utilisation exceeds 70% that we will increase our network size to avoid over subscription to the service.

5. Fault reporting procedure.
Customer must lodge a support ticket at http://helpdesk.hostnetworks.com.au at, or as close to, the time of fault to be eligible for any claim on this SLA . Downtime must be confirmed by a staff member in our helpdesk system only and calculated on time identified to time resolved. If you report a fault by any other means, including phone, without a ticket also being lodged you will not be eligible to claim against this SLA .

6. Accounts. Your account(s) with Host Networks must be in good standing with any invoices paid in full on or by it's due date to be eligible to claim against this SLA for the past and current calendar month.

7. In the event of network downtime as describe above, Host Networks will at the Customer's request only, credit the Customer's account at a ratio of 2% of each 1% downtime to a maximum of 100% of the customers monthly fee providing the request is made within fourteen (14) days of following post calendar month and sections 5 and 6 are adhered to. The credit will only be applied to your account is non-refundable if you close your account.