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Wednesday March 10, 2010
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Policies > Service Level Agreement
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Dedicated Service Level Agreement
This service level agreement applies only to ‘shared dedicated servers’ as provided by KT Web Hosting. It does not apply to web hosting, virtual hosting, dedicated servers or co-location services.
For the purposes of this document KT Web Hosting shall be referred to as ‘KT’.
Objectives
This agreement sets out the minimum level of service that KT is required to meet and the
corresponding penalties for not meeting such levels. Our objective is to provide a continuously
operating service that is well beyond the minimum levels specified.
Uptime
The target up-time for primary services is 99.8% each month.
Support
All support requests will be treated as urgent and are handled as soon as possible, target time to action all support requests is within 15 minutes. Telephone support is provided Monday to Friday 8am to 8pm and on Weekends from 10am to 8pm. Emergency email support is available 24 hours, 7 days.
Requests for software upgrades and or installation of new software packages will be processed as soon
as possible. Target time to complete such requests is within 2 workings days of receipt.
Performance
All services are continuously monitored to ensure rapid response to any faults, which may occur.
Monitoring is carried out on all primary services. Monitoring feedback is provided to technical support
staff via email and paging services 24hours, 7 days.
Service Level Guarantee
The service level guarantee will be measured by KT and is based on the up-time.
If KT determines that primary services were unavailable for period exceeding the maximum
allowable under the prescribed up-time target, and extending for a continuous duration of 1 hour or
more per instance, upon the customers request, KT will credit the customers monthly invoice the
prorated charges of one (1) hour of the KT services fee for each consecutive hour, up to a maximum
of 500 hours per month.
To receive credit if this guarantee has not been met, the customer must contact KT within 30 days
of the end of the month for which credit is requested.
Definition of Terms used
Primary services: Network availability, Operating system, Web server, Email server, Database servers, Shell and FTP access.
Up-time: the total percentage of hours each month not affected by down-time.
Down-time: the total duration each month for which the primary services are not operating at a
reasonable level. Down-time does not include periods for which the primary services are not operating
as a result of scheduled outages or outages which can reasonably be determined as resulting from the
customers actions.
Customer: Persons to whom the client has authorised access to the dedicated server for the purposes
of configuration, testing or development or those persons authorised/requested to act on behalf of the
client.
Scheduled outages: From time to time upgrades to hardware and or software may be required, such
upgrades will be performed outside of business hours. The client will be notified as far as practicable in advance of such upgrades. Scheduled outages under normal conditions should not exceed 5 hours per
year. Under normal conditions the client will be advised via email and or telephone no less than 24
hours in advance of any scheduled outage. Under normal conditions the clients input will be sought to
identify the most suitable time for a scheduled outage to take place.
Client: The company or individual so named on the dedicated server agreement.
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