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Service Level Agreement (SLA)

Planet Ozi pty Ltd uses only top quality servers, switches, and routers. This translates into great reliability and uptime. As a result, within our own server farm and facilities that are under our own control and management, we guarantee that our network will be up and functioning 99.99% of the time
per month. We also have a 100% Data Center systems guarantee.

To be eligible for this SLA, your account must be in good standing. All requests for credit should be made to the billing department with a trouble ticket number reference included.

Network Guarantee
We guarantee that the network will be available 99.99% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime exceeds 0.01% the customer will be refunded 5% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer's monthly fee.

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:

• Scheduled downtime or maintenance
  
• Traffic conditions on the internet
  
• ISp or local problems such as Browser or DNS caching
  
• DDoS, Attacks, Exploits or hacked servers
  
• An outage from an upstream facility outside of our network
  
• Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
  
• Inaccurate installation or configuration of software by the client or non-Planet Ozi staff, 3rd party software, client abuse or over utilization of resources.

Occasionally servers and systems must be brought down for routine maintenance and upgrades to ensure that your site will perform optimally. However, we strive to keep such service interruptions to a minimum, and, when possible, give you advance notice of scheduled any maintenance. Scheduled service outages do not qualify for this guarantee!

Additionally, this guarantee is your remedy for any unscheduled downtime of more than limits outlined above. Downtime must be confirmed by a staff member in our support system.   Maximum credit given will not exceed the amount of the charge for the customer service with us.  The credit will be applied to your invoice on your next due date. Downtime is measured from the time the customer records such failure in the support ticket system and until a resolution is provided in that ticket.