Last updated
Applies to
Managed hosting, cloud infrastructure and managed VoIP customers.
1. The commitment
For managed hosting and cloud infrastructure services on a current Service Order, we commit to 99.99% monthly availability of the hosting platform, measured at the network edge of the platform serving your workload. That allows for approximately 4 minutes and 22 seconds of unavailability per 30-day month.
Managed VoIP platform availability is committed at 99.9% monthly, reflecting carrier interconnect dependencies outside our network.
2. How availability is measured
- External monitoring polls agreed endpoints at 60-second intervals from at least two geographically separate locations.
- An outage begins at the first failed check confirmed by a second location, and ends at the first successful check.
- Availability is calculated as (total minutes in month − unavailable minutes) ÷ total minutes in month.
- Monitoring data is included in your monthly service report and is the reference source for any claim.
3. Credit schedule
- 99.90% to 99.99% availability: 10% of the monthly fee for the affected service.
- 99.00% to 99.89% availability: 25% of the monthly fee.
- 95.00% to 98.99% availability: 50% of the monthly fee.
- Below 95.00% availability: 100% of the monthly fee.
4. Claiming a credit
Submit a claim to [email protected] within 30 days of the end of the affected month, including the service name and the dates and times of the outage. We will validate the claim against monitoring data and apply any credit to your next invoice.
Service credits are the sole and exclusive remedy for failing to meet this availability commitment.
5. Exclusions
- Notified planned maintenance inside an agreed window.
- Emergency maintenance required to remediate a critical security vulnerability.
- Unavailability caused by your application code, database design, content, or third-party integrations.
- Unavailability caused by traffic exceeding the capacity recorded on your Service Order, where a capacity uplift was recommended and declined.
- Denial-of-service activity beyond the mitigation capacity of the agreed protection tier.
- Suspension for non-payment or breach of the Acceptable Use Policy.
- Force majeure events.
Supplied by My Global Solutions Group, ABN 50 805 377 293. This document is provided for information and does not constitute legal advice. Where you hold a signed agreement with us, that agreement prevails. Questions can be sent to [email protected].