Service Level Agreement

Our servers are hosted in Auckland's Premier Datacenter (Compass Communications), in order to assure you maxium up-time we have in place a comprehensive Service Level Agreement, with the company managing our server environment, an extract of which is below:-

Responsibilities of Internet Service Provider (ISP)

  • ISP will provide the Services with reasonable care and skill. It will use allreasonable efforts to ensure that the Services are reliable at all times.
  • ISP reserves the right at its absolute discretion to make use of any third party to supply any Services.
  • No agent or representative is authorised to make any representations, statements, conditions or agreements not expressed by us in writing, nor are we in any way bound by any such unauthorised statements.
  • Where any Service has a fault or outage ISP will use reasonable endeavours to remedy the fault or outage within any time specified in this Service Level Agreement. However, where remedial work or action is required as a result of any act or omission of the Customer, ISP may charge the Customer at its standard rates for the cost of remedying the fault or outage. Standard rates are available upon request from ISP.
  • ISP may from time to time due to operational or other reasons restrict or suspend a Service. In those circumstances, ISP will use best endeavours to give the Customer as much notice as reasonably possible and will use reasonable endeavours to ensure that suspensions or restrictions take place outside of normal business hours.

Customer Service Support Team

  • ISP will provide service operations during the hours 8:00am-6:00pm Monday to Friday excluding public holidays, maintenance and administration in support of the Co-location facility.

Service Support Team:

  • Telephone and email support for fault resolution.
  • Incident reports for all critical and urgent faults. Incident reports are delivered within 24 hours of resolution of the fault.
  • Investigating and resolving queries and faults.
  • Restoration of live service after a service-affecting fault.

Out of hours Support

  • Network Operations staff will be on-call 24 hours, 365 days to respond to faults outside normal support hours.
  • Means for contacting after hours staff will be made readily available to the Customer.

Fault Resolution

  • ISP is responsible for the resolution of all faults relating to the provision of the Services, excluding faults with the Customerís equipment.

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