Service Level Agreement

The Ninefold^® Service Level Agreement (SLA) has been designed to provide you with absolute confidence in the reliability of the cloud service offering.

The Service Level Agreement is subject to the terms and conditions of the Ninefold Customer Agreement. Any capitalised terms not defined in this Service Level Agreement have the meaning given to them in the Ninefold Customer Agreement (if applicable).

1. Overview

   The key SLA metrics are as follows:

   Operation of Service & Technical Support	00:00 - 24:00 hours, 365 days per year
   Business Hours (BH)	08:00 - 22:00, Mon-Fri (excluding public holidays), AEST
   Service Availability	99.9%
   Time to Respond	Investigation into the fault will commence within 1 business hour of logging a fault ticket.
   Time to Repair	Within 4 business hours of receipt of your fault call
   Planned Outage Notices	5 business days prior to outage.
   Rebates	A rebate equal to 10% of services fees (excluding one-time payments) for the unavailable service element during the eligible credit period if not resolved within the stated Time to Repair.

2. Definitions

   Availability: is a measurement of the total time, expressed as a percentage, that the service is operational (i.e. there is no outage), when measured over any calendar month during the term of the Agreement. Service availability does not include any planned outages where the necessary notice has been given.

   Outage: An outage is defined when the following conditions are met:

   1. There is no connectivity to a customer virtual instance; and
   2. The customer virtual instance is unable to be restarted by Ninefold within the Time to Repair; and
   3. A new customer virtual instance cannot be created and started.

   Example of an Outage: