The company guarantees at least 99.99% network availability. Network availability is defined as the ability to pass incoming and outgoing TCP/IP traffic through the Company’s network. Network availability does not include downtime caused by any factor(s) beyond the Company's control, including such factors as problems on domestic and international backbones or on the customer's portion of the network, denial of service or similar attacks directed at the Company servers or the Company’s network.
Refer to Net24's standard SLA for non-compliance penalties: Service Level Agreement
The company guarantees at least 99.98% virtual machine availability. A virtual machine is considered available when it is:
Virtual machine availablity does not include downtime caused by any software running on the virtual machine, including such software as operating system software, application software or any other software that runs on the virtual machine.
Net24 will respond to emergency faults 24 hours a day, 7 days a week, 365 days of the year within 30 minutes of a call being lodged with our operator. During standard support hours (Monday-Friday 8:30AM - 5:00PM NZST), phone 0800 5000 24 and select 'support' when prompted. To lodge an after hours server fault, phone 0800 5000 24 and leave a message with the operator. The message should include full account name, your name, contact phone number, server id and a brief detailed message.
Emergency faults include:
Emergency faults cover virtual machine down and networking faults only and do not cover operating system / software / applications or associated issues
Net24 may reclassify any issues misclassified as falling into one of the emergency categories listed above, and such issues will not qualify for emergency treatment. All other support issues will be handled during Net24's standard support hours (Monday-Friday 8:30AM - 5:00PM NZST).
Upon your written or email notice to the Company, if virtual machine availability for the full month is below the guaranteed level, the Company will issue a refund to You according to the schedule below.
To receive a refund, send an email or written refund request to the Accounts Department. The Customer must provide an Account ID and all dates and times of server or network unavailability.
Refund request must be received by the accounts department department within thirty days of the end of the month for which you are requesting a refund.
Customers shall not receive any refunds under this SLA in connection with any failure or deficiency of virtual machine availability caused by or associated with:
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