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.
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.
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.
To request a Service Credit, a Customer must submit an email request to firstname.lastname@example.org. You must include the following details in a request:
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:
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 email@example.com