Service Level Agreement

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Geforce Technologies Pty Ltd provides a Service Level Agreement to customers who have purchased specific services where this agreement is in place.

1. Definitions

1.1 "Geforce Technologies” means Geforce Technologies Pty Ltd of NSW, Australia.

1.2 “Customer” means the person or entity who ordered our services.

1.3 “Service(s)” means any Business web hosting and/or VPS plan that is marked as active in Geforce Technologies’ 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 Geforce Technologies’ internal and external monitoring.

1.6 Our “Control Panel” refers to Geforce Technologies’ customer account, billing and management portal, available online at http://cp.geforce.net.au

2. Acceptance

2.1 The Customer signified acceptance of this Service Level Agreement when they submitted their order to Geforce Technologies for Services, and that order was approved.

3. Our Goal

3.1 Geforce Technologies’ goal is to achieve 100% Web Site Availability for all Customers.

3.2 Geforce Technologies maintains a fully redundant network and uses Virtualization technology on all web hosting servers to help achieve this goal.

4. Remedy

4.1 Subject to Sections 5 and 6 below, Geforce Technologies 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.

Web Site Availability Monthly Downtime Credit Percentage
99.9% to 100% 0 to 45 minutes 0%
98% to 99.8% 45 minutes to 15 hours 15%
95% to 97.9% 15 hours to 35 hours 30%
90% to 94.9% 35 hours to 75 hours 65%
Less than 89.9% more than 75 hours 100%

4.2 The credit amount will be calculated on the monthly Service fee minus any discounts which have been applied.

4.3 The Customer will be notified by Geforce Technologies via email in the event of a credit being applied under this agreement.

5. Exceptions

The Customer will not be entitled to any remedy under this SLA if the Web Site Availability is reduced or impaired due to any of the following causes:

5.1 Circumstances beyond Geforce Technologies’ reasonable control, including but not limited to, 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 but not limited to, cPanel, Parallels Helm, Installatron, RVSiteBuilder, Control Panel, ecommerce software, payment gateways, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA.

5.2 Failure of access circuits to Geforce Technologies’ network or its upstream providers, unless the failure is caused solely by Geforce Technologies.

5.3 Scheduled maintenance or upgrades and emergency maintenance or upgrades as per Section 6 of this agreement.

5.4 DNS propagation issues outside the direct control of Geforce Technologies.

5.5 Issues with FTP, POP3, IMAP, SMTP, SSH, Control Panels or Webmail.

5.6 SLA breaches reported by third party monitoring services belonging to the Customer.

5.7 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 Geforce Technologies’ Terms of Service and Acceptable Use Policy.

5.8 Email or webmail delivery and transmission.

5.9 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.

6. Maintenance

Any downtime caused by the following maintenance procedures will not be included in the Web Site Availability calculations.

6.1 Geforce Technologies 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 website on Service Status page.

6.2 From time to time, Geforce Technologies 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.

Last modified: Friday, 28th January 2011

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