Service Level Agreement
This agreement describes the standard level of service that all website hosting customers can expect from Neubreed Design Pty Ltd. It attempts to quantify the levels of service that all hosting customers can expect, and the remedies we offer if we fail to provide service at those levels.
Neubreed Design Pty Ltd provide a reactive hosting service for all websites and offer a 99% uptime. We do not constantly check the websites we host to ensure they are functioning correctly as routine use, maintenance and software updates can affect website functions. It is therefore the responsibility of the client to ensure their website is operating as it should. 'Always on' and 'managed hosting services' support can be provided and can be quoted on on a case-by-case basis.
99% Network and Servers Uptime
Neubreed Design Pty Ltd guarantees that the customer's website, which is hosted on the Neubreed Design Pty Ltd network and servers, will be available 99% of the time, excluding maintenance, as defined below. Network downtime is defined as the customer's hosted website being unable to be viewed or accessed through the Internet, caused by failure of network equipment managed and owned by Neubreed Design Pty Ltd, excluding scheduled or emergency maintenance.
Maintenance means scheduled maintenance or emergency maintenance. Scheduled Maintenance means any maintenance in the Neubreed Design Pty Ltd network/servers of which the customer is notified at least 5 days in advance. Emergency maintenance means any maintenance in the Neubreed Design Pty Ltd network/servers that: (a) in Neubreed Design Pty Ltd's sole discretion, is necessary to avoid an immediate threat to the Neubreed Design Pty Ltd networks/servers or customer's server and (b) of which customer is notified.
Response times
Support, unless noted otherwise in a supplementary service level agreement, technical support is provided by Neubreed Design Pty Ltd on a first-come, first-served "best effort" basis. We aim to at least acknowledge, if not fully answer, all emails to our advertised support address (support@neubreed.com.au) within 4 working hours. We aim to answer the phones during working hours, but under times of high demand or staff sickness, may defer to an answering service where we promise to return all messages as soon as possible.
Drupal and WordPress
For those websites hosted by Neubreed which have been built (or part-built) upon the WordPress or Drupal platforms, please be aware that these platforms irregularly make security updates, which means that Neubreed may need to make these updates to your site so that your website continues to work upon our servers. It is not known how many times per annum that these updates are made, however, we estimate between 4 to 8 updates per year. The more functionality your website has the more time needed to make updates to that website.
Neubreed works reactively for such updates - we respond should we be informed of a critical change or should the client point out an error in functionality. Please note, Neubreed cannot be held responsible for any functionality failure caused directly by an update to Drupal, WordPress or a plug-in of which we were not made aware.
Neubreed charge $180+GST per annum for these updates. This cost will be invoiced at the same time as the hosting fee which is yearly in advance. Please note, Drupal or WordPress major version upgrades that are not security updates for core system and plugins, are not considered to be part of the security maintenance of a website. From time to time a security update may involve a major version jump which could require reconfiguration of the part of your website that relates to the updated module's functionality. These updates are not included as part of the standard security updates, and will incurr an additional charge.
Backups and redundancy
Website backups are performed on both a weekly and daily basis. Full offsite backups are performed weekly on Sunday morning followed incremental backups from the full backup for the previous 5 days. These offsite backups are stored away from the data centre on Amazon Web Services S3 storage.
In addition to daily backups a complete snapshot of the server is taken daily. Which includes the operating system, your website, all files and data.
If your website was developed and is actively maintained by Neubreed, a third version of your website is located on the Neubreed office development web server. However, this version may not have the latest user files and database version, but will have the latest sourcecode which will be availabile in the case of the main three backup sources are not available.
Disaster recovery
In the event of a hardware failure, malicious attack, customer action or other event that causes the website to malfunction or to not be repairable in it's current state, a full restoration of the site may be performed from any of the above mentioned backup sources by Neubreed. There may be charges incurred for a full restoration depending on the circumstances.
Invoicing
Website hosting runs annually, paid in advance. An invoice will be sent automatically prior to the time of renewal. Should a client not wish for Neubreed Design Pty Ltd to renew the hosting service, we request a notice period of one month in advance of cessation along with details to where you would like the web files sent. If we do not hear such a request, it will be assumed that you do wish the web hosting to be renewed and are in agreement with the terms for the following year.
Should Neubreed Design Pty Ltd be informed after this months notice period, Neubreed Design Pty Ltd cannot be held liable for any delays or downtime caused in the transfer of hosting of your website to another server.
The Service level agreement runs in conjunction with Neubreed Design Pty Ltd's standard terms and conditions.
Exceptions
The customer shall not be entitled to any credit hereunder if the network downtime is caused by: (i) actions of the customer or others authorised by the customer to use the service under the Agreement; (ii) customer application, software, or customer's operating system failure, (iii) the result of network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against Neubreed Design Pty Ltd or a Neubreed Design Pty Ltd customer, or (v) failure of any network or Internet Infrastructure not owned or managed by Neubreed Design Pty Ltd (vi) If customer has more than one website hosted on Neubreed Design Pty Ltd networks or servers, then a claim may be accepted for one hosted website.
Definitions
- "Neubreed Design Pty Ltd", "Neubreed", "we", "us", "our" means Neubreed Design Pty Ltd
- "Service" means any hosting or connectivity service offered by Neubreed, including but not limited to Hosting Services or Dedicated Hosts, Support and Maintenance Agreements.
- "Customer", "you", "your" means you, the person or persons in whose name(s) a service is maintained by.
- "Technical contact" means a person or persons nominated by the Customer with whom Neubreed can discuss all matters of a technical nature relating to the Service.
- "Working hours" means 8:30am to 5pm, Monday to Friday, excluding Australian public holidays.