Managed Hosting for Mission Critical
Business and Web Applications

Overview

BlueCentral Pty Limited (BlueCentral or our) is committed to providing superior hosting services and the highest quality of care for our customers. Our goal is to provide service level commitments that are competitive with industry standards while providing our customers with superior support. For example, we offer service level commitments for both the environmental infrastructure we provide and any dedicated hardware and software we host for you.

BlueCentral provides financial rebates to our customers for un-planned outages and faults that cause them downtime.

BlueCentral is genuinely interested in delivering 99.9% availability levels or higher for all of our customers. For this reason we have a set of service level measures to support the services we deliver that are clear and understandable.

The special features of our service level measures are that they genuinely apply to the specific elements covered by your agreement. This is not always the case for other hosters. Reviewing any service level agreement and understanding how this is actually delivered, is critical to ensuring that your applications and infrastructure is operational, supported and delivering high availability services for you.

BlueCentral provides a pro-active engineering and issue resolution response service. In the majority of cases the fault will be identified by the BlueCentral support centre, at which time the issue will be investigated. BlueCentral will immediately follow a set of defined processes and techniques to address any availability issue as soon as alerted of a fault – even if a ticket has not been logged by you.

To support the process we would ask that you use the approach defined to log tickets related to faults and issues. This approach will always give you the fastest and most effective resolution of an issue should this occur. The ticket will also initiate the rebate if one is due to you. Services Covered

This SLA applies to all BlueCentral ManagedHosting and BlueCentral Co-Location Hosting Services Agreements for customers whose account is current and up to date.

Service Management

Service Availability Objective	99.9%
Service Operation Period	24 hours per day, 365 days per year
Planned Outage Notification Period	5 Business Days (Unless for Emergency)
Business Hours	08:00 – 20:00 AEST

This service level agreement covers all (or some if you contracted to a sub-set of services) of the following managed components of a BlueCentral managed hosting or co-location service, depending upon the service definition:

Item	Component	Description
1	Internet Connectivity	Connectivity to the Internet for customer infrastructure from the Data Centre
2	Intra-Data Centre Network	Site to site network connectivity
3	Power	Electricity supply to customer infrastructure
4	Cooling	Data Centre temperature and atmosphere management
5	Dedicated Hardware	Customer specific or shared hardware components including server, switch, firewall, load balancer and SAN storage
6	Shared Services	Shared services delivered from shared infrastructure including shared firewall policies, shared load balancing services, shared switching services, shared security services including IDS and IPS services, shared SAN storage services.
7	Data backup services	Data backup and restoration of uncorrupted data
8	Physical Security	Access to customer infrastructure and our data centre perimeter

For clarity, this SLA does not cover the following:

1. Applications installed by the customer including database applications;
2. Time associated with reinstalling or configuration of applications;
3. Changes made by you, or failures to customer-owned equipment;
4. Other reasons as outlined below.

Ticket/Issue Management

Issue Notification	Completed via contacting the BlueCentral Customer Support Centre via telephone or logging a ticket via the customer control panel.
Initial Response Agreement	Issue review will commence within 30 minutes of receipt of a logged ticket or telephone call or sooner.
Response with Proposed Resolution	Within 4 business hours of receipt of the fault call or ticket lodgment.

Service Level Availability

BlueCentral’s goal is to have service availability for Services covered by this SLA of 99.9%. In reality we have in the past consistently achieved service levels exceeding 99.98%.Where service availability is less than 99.9%, BlueCentral will provide a Fee Rebate against Monthly Recurring Fees set out in the Customer’s Master Services Agreement in an amount set out in the Fee Rebate table below.

Service availability is defined as the percentage of time Services are available to the customer during the course of a month. Service availability is calculated in accordance with the following formula:

Service Availability for Month = ((T – D)/T) x 100

Where: T is the total number of minutes in the Month; and D is Downtime. Downtime means any interruption to availability of Services which exceeds 90 seconds, but does not include interruptions resulting from:

1. Planned outages for scheduled maintenance and/or emergency, eg. preservation of life;
2. Network outages caused by other carriers;
3. Force Majeure (for example acts of God and as defined in the Master Services Agreement);
4. Any other circumstances outside the reasonable control of BlueCentral, including without limitation 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, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
5. Any acts or omissions of customer (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding, any negligence, willful misconduct, or use of the Services in breach of BlueCentral’s Standard Terms and Conditions and/or Acceptable Use Policy;
6. In the case of Co-Located Hosting Services, any interruption resulting from or caused by faults in hardware or software provided or controlled by customer.

BlueCentral measures service availability at the point (Service Delivery Point) where the internet interfaces with the BlueCentral router at the BlueCentral data centre through which the Services are provided. Service availability is determined primarily through the BlueCentral fault ticketing system which operates through the Control Panel. This system logs faults and issues fault tickets when a customer notifies BlueCentral of the fault through the Control Panel or contacts the customer support centre via the customer support contact number Network Operations Centre Engineers may also log a fault.

Rebates

BlueCentral will provide the following rebates for service unavailability:

SLA Hours in Month	Equivalent %	Monthly Fee Rebate
0.00 – 0.73	100.000% - 99.900%	0%
0.74 – 4.5	99.898% - 99.384%	25%
4.60 – 12.5	99.385% - 98.288%	50%
12.60 – 14.5	98.289% - 98.014%	75%
14.60 or greater	98.015% - or Less	100%

Customers must submit a claim for a fee rebate within 14 days after the end of the month in which the interruption to service availability occurred using the service availability claim form in the Control Panel. A Customer is not entitled to claim a fee rebate where your account payments are not current.