Ilisys continually invests in infrastructure to ensure that there is redundancy in all aspects of our Linux hosting systems.
There is no single point of failure within our hosting network, allowing us to offer our Linux hosting customers Australia's most aggressive service level guarantee.
|99.9 - 100%||0%|
|98 - 99.8%||10%|
|95 - 97.9%||20%|
|90 - 94.9%||40%|
|89% or below||60%|
1. Coverage & definitions
This Web Site Availability Service Level Agreement (SLA) applies to a Linux hosting customer's hosting packages ("packages") if their account is current (i.e., not past due) with Ilisys Web Hosting (Ilisys).
As used herein, the term "hosting customer" means the paying customer of Ilisys and person responsible for the upkeep of the hosting packages.
As used herein, the term "Web Site Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of a package's Web Site is available for access by third parties via HTTP and HTTPS, as measured by Ilisys.
2. Service Level
Ilisys' goal is to achieve 100% Web Site Availability for all packages.
Subject to Sections 3 below, if the Web Site Availability of a package's Web site is less than 100%, Ilisys will issue a credit to the hosting customer in accordance with the above SLA credit schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
The hosting customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with:
a. circumstances beyond Ilisys' reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, 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;
b. failure of access circuits to the Ilisys Network, unless such failure is caused solely by Ilisys;
c. scheduled maintenance and emergency maintenance and upgrades;
d. DNS issues outside the direct control of Ilisys;
e. issues with FTP, POP, IMAP, or SMTP customer access;
f. false SLA breaches reported as a result of outages or errors of any Ilisys measurement system;
g. hosting customer's acts or omissions (or acts or omissions of others engaged or authorized by hosting customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Ilisys' Terms and Conditions and Acceptable Use Policy;
h. email or webmail delivery and transmission;
i. DNS (Domain Name Server) Propagation.
j. outages elsewhere on the Internet that hinder access to your account. Ilisys is not responsible for browser or DNS caching that may make the Web Site appear inaccessible when others can still access it. Ilisys will guarantee only those areas considered under the control of Ilisys: Ilisys server links to the Internet, Ilisys network hardware, and Ilisys servers.