Service Level Agreement

This is an important document. It sets out the Service Level Agreement which Blaze Commerce Pty Ltd [ABN 11 139 840 672] (“Blaze Commerce”) provides Shared Web Hosting and/or Domain Names Services to you, the Customer. The web site and its contents are owned and operated by Blaze Commerce Pty Ltd (“Blaze Commerce”).

Blaze Commerce Pty Ltd (referred to as “Blaze Commerce” in this document) is committed to providing superior hosting services and the highest quality of care for our clients. Our goal is to provide a Service Level Agreement (SLA) that is competitive with industry standards while providing our clients with superior customer support.

Services Covered

This SLA applies to all Blaze Commerce shared hosting services ordered by any Customer whose account is current and which Blaze Commerce provides through the Blaze Commerce infrastructure and network resources. The Blaze Commerce shared hosting services consist of Domain Names, Domain Residencies, Web Hosting, and Hosted e-Mail services. There may be other services not listed here which are offered out to Customers and would also form part of the Blaze Commerce shared hosting services.

Service Availability

Blaze Commerce Pty Ltd’s objective is to have Service Availability for Services covered by this SLA of at least 99.9{1cae040627a28f7c502679f0244634b71aa336ad7cd9ba80d1133d7213bd118c}. 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) x 100 ) / T
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:

(a) planned outages for scheduled maintenance;
(b) network outages caused by other carriers;
(c) Force Majeure (as defined in the Standard Terms and Conditions);
(d) Any other circumstances outside the reasonable control of Blaze Commerce Pty Ltd, 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;
(e) 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 Blaze Commerce Pty Ltd Standard Terms and Conditions and/or Acceptable Use Policy;

Blaze Commerce Pty Ltd measure Service Availability at the point (Service Delivery Point) where the Internet interfaces with the Blaze Commerce Pty Ltd router within the Blaze data centre through which the Services are provided.

Service Availability is determined primarily through the Blaze Commerce fault ticketing system which operates through the Control Panel. This system logs faults and issues fault tickets when a Customer notifies Blaze Commerce Pty Ltd of the fault through the Control Panel.

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