Network Uptime Service Level Agreement
Milan Industries guarantees that our network uptime will be 99.99%. This guarantee assures that all major routing devices within our network are reachable from the global internet 99.99% of the time.
Network SLA Exclusions
Milan Industries requires from time to time the ability to perform maintenance on the network. Milan Industries will provide notification via email (to the technical and administrative contact listed), to the following schedule.
On rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Milan Industries will do everything possible to minimise any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
An important part of managing a dedicated server is keeping the software up to date. If you choose to have Milan Industries manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
If a third party not associated with Milan Industries initiates a "Denial of Service" or other form of disabling attack against your hosting or major portions of the Milan Industries core network, Milan Industries will do everything in its power to stop the attack, but cannot guarantee a resolution time.
In the case that a legal action is taken against a customer of Milan Industries and Milan Industries is required to act in accordance with the order, Milan Industries shall not be responsible for any SLA damages.
If you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on your server. Milan Industries will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.
Network SLA Remedy
In the event that Milan Industries does not meet this SLA, ALL Hosting clients will become eligible to request compensation for any downtime. If Milan Industries is or is not directly responsible for causing the downtime, the customer will receive a credit for 25 times ( 2,500% ) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.01% allowed), you will receive 25 hours of credit (Credits are limited to a maximum of one month credit).
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Milan Industries Terms of Service or if the account is in default of payment.
How to Report a Problem
Milan Industries technicians are available 24 hours a day. There are a number of ways to reach us, including toll free phone support, online help desk, and e-mail. Visit www.m-i.com.au for the correct contact methods according to your plan.
How To Claim an SLA
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Milan Industries Terms of Service or if the account is in default of payment. The amount of compensation may not exceed the customer's monthly recurring charge.
Network SLA does not apply to the gaming network.