Design 2 Envy Pty Ltd provide a Service Level Agreement to customers who have purchased specific services where this agreement is in place.
1. Definitions
1.1. “Adelaide Hills Hosting” means Design 2 Envy Pty Ltd of Adelaide, Australia, trading as Adelaide Hills Hosting.
1.2. “Customer” means the person or entity who ordered our services.
1.3. “Service(s)” means any Business cPanel web hosting plan with a plan name of Business, that is marked as Active in Adelaide Hills Hosting’s billing system.
1.4. “SLA” means Service Level Agreement (this agreement).
1.5. “Web Site Availability” means the percentage of time in a calendar month that the Service was available for access by third parties by HTTP (port 80) and/or HTTPS (port 443), as determined by Adelaide Hills Hosting’s internal and external monitoring.
1.6. “My Hosting” refers to Adelaide Hills Hosting’s customer account, billing and management portal, available online at https://adelaidehillshosting.com.au/myhosting
1.7. “Monthly Downtime” is calculated over a 31 day month.
2. Acceptance
2.1. The Customer signified acceptance of this Service Level Agreement when they submitted their order to Adelaide Hills Hosting for Services, and that order was approved.
3. Remedy
3.1. Subject to Sections 4 and 5 below, Adelaide Hills Hosting will issue an account credit to the Customer if the Web Site Availability of the Service is less than 100%, based on the following table.
| Website Availability | Monthly Downtime | Credit Percentage |
| 100% to 99.9% | Up to 44 minutes | 0% |
| 99.9% to 98% | Between 44 minutes and 14 hours 52 minutes | 15% |
| 98% to 95% | Between 14 hours 53 minutes and 37 hours 12 minutes | 30% |
| 95% to 90% | Between 37 hours 13 minutes and 74 hours 24 minutes | 65% |
| Less than 90% | More than 74 hours 25 minutes | 100% |
3.2. The credit amount will be calculated on the monthly Service fee minus any discounts which have been applied.
3.3. The Customer will be notified by Adelaide Hills Hosting by email in the event of a credit being available, which must be claimed by the Customer using the SLA Claim feature inside My Hosting.
4. Exceptions
4.1. The Customer will not be entitled to any remedy under this SLA if the Web Site Availability is reduced or impaired due to any exception named in this section of the agreement.
4.2. Circumstances beyond Adelaide Hills Hosting’s reasonable control, including but not limited to, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, Denial of Service attacks, or failure of third party software (including but not limited to cPanel, Installatron, RVSiteBuilder, My Hosting, ecommerce software, payment gateways, statistics or free scripts).
4.3. Scheduled maintenance or upgrades and emergency maintenance or upgrades as per Section 6 of this agreement.
4.4. DNS propagation issues outside the direct control of Adelaide Hills Hosting.
4.5. Issues with FTP, POP3, IMAP, SMTP, SSH, cPanel or Webmail.
4.6. SLA breaches reported by third party monitoring services belonging to the Customer.
4.7. Customer’s acts or omissions (or acts or omissions of others engaged or authorised by customer), including but not limited to, custom scripting or coding (CGI, Perl, HTML, PHP, etc), any negligence, wilful misconduct, or use of the Service in breach of Adelaide Hills Hosting’s Terms of Service and Acceptable Use Policy.
4.8. CloudLinux making the Service unavailable due to excessive resource consumption.
4.9. Email or webmail delivery and transmission.
4.10. Outages elsewhere on the internet, DNS caching, browser caching, or any other reason that hinders access to your Service while others can still access it.
5. Maintenance
5.1. Adelaide Hills Hosting will announce any scheduled maintenance at least 24 hours before it is due to commence. This will be communicated to the Customer by email, and announced on our Community Forums, Twitter and Service Status page. These periods are not included in the Web Site Availability calculations.
5.2. From time to time, Adelaide Hills Hosting may be required to perform emergency server maintenance without prior notification to the Customer in order to protect the integrity of the service, apply critical updates, or restart services due to configuration failure. These periods are not included in the Web Site Availability calculations. If you have any questions about this agreement, please contact our Customer Care Team at admin@adelaidehillshosting.com.au