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Service Level Agreement

Last Updated: 20th September 2011

The OrionVM Service Level Agreement (SLA) is an agreement relating to the use of OrionVM Cloud Services, and is entered into between Orion Virtualisation Solutions Pty Limited (OrionVM) and our clients (You). This agreement is designed to give our clients a level of confidence around the reliability of our platform, and our commitment to delivering a high quality service.

This SLA agreement is to be read in conjunction with the OrionVM Terms and Conditions.

Service Level Agreement

OrionVM will take commercially reasonable efforts to make the OrionVM Cloud Platform available to our clients with a guaranteed service availability of at least 99.95% as measured over any calendar month.

The SLA covers the availability of a cloud instance (where the instance is up and available to the internet) as well as the hosting environment (servers, storage, routers, switches, Internet connectivity) that is under our exclusive control. This SLA does not apply to any outages or downtime related to scheduled maintenance, scheduled outages or Customer initiated downtime. It also does not cover any services running within the cloud instances, as they are under the complete control of our clients. This SLA is only applicable to products that are deemed as "Released Products" and does not apply to products identified as being in "Beta".

If OrionVM does not comply with this SLA commitment, you will be eligible to receive a Service Credit for the Eligible Service Credit Period.

Definitions

  • Availability - is measured as a percentage of time that the service is operational and contactable from the wider Internet. This is measured over any calendar month. This availability percentage does not include any scheduled outage, where the required notice period has been met.
  • Beta - when a product is released to the market for testing and feedback. A Customer should not run mission critical services on a product marked as Beta, and OrionVM assumes no liability for loss of data held within a Beta product.
  • Eligible Service Credit Period - is a single calendar month in which the 'Service Outage' occurred.
  • Scheduled Outages - when maintenance is required to be performed on the system, OrionVM will schedule an outage window. A period of at least 5 days notice will be given to clients regarding a scheduled outage window.
  • Service Credit - is a dollar credit (in AUD), as calculated below, that is credited to an OrionVM Account once an SLA claim has been approved.
  • Service Outage - is defined as the situation when a Customer instance is not available to the wider Internet or where the Customer instance is unable to be restarted by OrionVM within the 'Time to Repair' (TTR) window.
  • Time to Repair (TTR) - is defined as a 1.5 hour window, during which OrionVM will perform all that is commercially reasonable to restore 'Availability' to your instance. If the 'Availability' of an instance is not restored within this window, then a 'Service Outage' event is deemed to have occurred.

Service Credits

If the availability for a Customer within a calendar month drops below 99.95%, the Customer is eligible to receive a Service Credit equal to 10% of their bill for the Eligible Service Credit Period (if availability is not restored within the Time to Repair window).

Service Credits will be applied against the Customers account for the calendar month in which the outage occured. Service credits may not be transferred or applied to any other account.

Request & Rebate Procedures

To request a Service Credit, a Customer must submit an email request to support@orionvm.com.au. You must include the following details in a request:

  • Your registered email address, contact name and phone number.
  • Dates and times of the incident, as well as the duration of this incident.
  • Details of the outage experienced.
  • All requests must be submitted within 30 days of the SLA breach. OrionVM will then contact the Customer and process the SLA claim (where valid).

SLA Exclusions

This SLA service guarantee does not apply to any issues caused by factors outside our reasonable control, such as force majeure events, or events affecting the wider Internet. It also does not apply to any outages caused by:

  • Actions of the Customer or any third party
  • Any customer software or configuration issues.
  • Suspension or termination of your account under the OrionVM Terms and Conditions.

Questions or Clarification

If you have any questions or require clarifications of any part of this Service Level Agreement, please do not hesitate to contact OrionVM by calling 1300 569 952 (+612 8004 6408) or by emailing support@orionvm.com.au