EB pearls Web Hosting Service Level Agreement

Coverage and Terminology

This Service Level Agreement (SLA) applies to the customer or party or parties (“You”, “Your”) who hold a current account with any of the Web Hosting (the “Services” ) services from EB Pearls Pty Ltd  and your account is current (i.e., not past due) with EB Pearls.

As used herein, the term “Web Site Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer’s Web site is available for access by third parties via HTTP and/or HTTPS, as measured by EB Pearls.

Technical Support

EB Pearls will provide you with ticket-based technical support for setup of your account, access basic site set and other related issues at no additional charge. EB Pearls will not provide development-related support for web applications, scripts or components from third parties, scripts of installable applications from our Application Vault, or those developed by you.

Business Hours:

You can send an email to [email protected]

Phone support is available Monday to Friday from 9:00am to 5:00pm AEST [Excluding Public Holidays].

EB Pearls’s target response time to technical support requests is upto 4 working hour. The response time depends on the complexity of the enquiry and current support request volumes.

Out of Business Hours:

You can always send an email to [email protected] and we will try to reply as soon as possible.

Service Level

Objective: EB Pearls aims to achieve 100% Web Site Availability for all customers.

Remedy: Except under the conditions mentioned in the next section below, if the Web Site Availability of customer’s Web site is less than 100%, Nothing But Web will issue a credit to you upon written demand according to the following table:

Total Downtime Credit Percentage
98% to 100% 0 mins to 14 hrs 24 mins 0%
95% to 97.9% 14 hrs 24 mins to 36 hrs 10%
90% to 94.9% 36 hrs to 72 hrs 25%
89% or below more than 72 hrs 50%

The credit will be calculated based on the monthly service charge for the affected Services.

Maintenance Procedure

EB Pearls will do its best to announce any scheduled maintenance at least 24 hours ahead of time to the customer.

EB Pearls reserves the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.

Conditions

Customers shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability caused by or associated with: