Sanity Technology Pty Ltd provides Internet hosting solutions, marketing, and development. Sanity Technology Pty Ltd endeavors to have the content of your Web site available and to meet certain guarantees posted at http://www.sanitytech.net/. This Service Level Agreement ("SLA") outlines those agreements and guarantees. Sanity Technology Pty Ltd retains sole discretionary power when determining if a guarantee has not been met.

 Standard 99.9% Uptime Guarantee

Sanity Technology Pty Ltd is committed to maintaining a reliable, high-speed network with a guaranteed network and services uptime of 99.9%. We will credit a percentage of next months fee for any excess downtime that is experienced due to circumstances within our control. This guarantee applies to any customer who has purchased shared hosting services, dedicated servers or reseller plans and whose account is in good standing.

If network downtime is in excess of .5% for the month, customers may request a credit of one day’s fees for every consecutive 30 minutes the network is unavailable in excess of .5%. Credit will be calculated using the monthly recurring base fee, excluding any set-up or additional service charges. Total credit is not to exceed 50% of monthly base fee.

In order to receive credit, please submit a support ticket within 30 days of the occurrence.

Network uptime includes functioning of the network infrastructure and does not include services or software running on your server. Network downtime is defined as 100% packet loss from Sanity Technology Pty Ltd to its backbone providers.

 Premium 99.99% Uptime Guarantee

Sanity Technology Pty Ltd also offers a 99.99% Uptime Guarantee on the Premium Services Network which is available as an optional extra to all listed plans and customized hosting agreements that are priced on application (POA).

 Exceptions

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

a. Circumstances beyond Sanity Technology Pty Ltd's reasonable control, including, without limitation, acts of any governmental body, Acts of terrorism, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, 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;

b. Scheduled maintenance, Emergency maintenance and/or upgrades.

c. DNS issues, outside the direct control of Sanity Technology Pty Ltd.

d. False SLA breaches reported as a result of outages or errors of any Sanity Technology Pty Ltd measurement system;

e. Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Sanity Technology Pty Ltd's Terms and Conditions and Acceptable Use Policy;

f. E-mail or web mail delivery and transmission.

g. DNS (Domain Name Server) Propagation.

h. Outages elsewhere on the Internet that hinder access to your account. Sanity Technology Pty Ltd is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Sanity Technology Pty Ltd will guarantee only those areas considered under the control of Sanity Technology Pty Ltd: Sanity Technology Pty Ltd server links to the Internet, Sanity Technology Pty Ltd's routers, and Sanity Technology Pty Ltd's servers.
 

 Dedicated Server 24 Hour Setup Guarantee

(a) Coverage

Sanity Technology Pty Ltd's 24 Hour Setup Guarantee will only apply to those standard, pre-configured Dedicated Servers. This guarantee does not apply to non-standard configurations, such as changing RAID levels, load balancing, clustering, advanced solutions and other add-on features. Custom, made-to-order Dedicated Servers do not apply to this offer. 24 Hour Setup Guarantee does not apply to orders received on the Weekends or Holidays.

(b) Guarantee

For those Covered Servers described in (a) above, Sanity Technology Pty Ltd will Provision such servers within 24 hours of receiving a customer order, once such customer order has been confirmed* and any necessary credit checks have been performed. 24 Hour Setup will mean that, for those customer orders for Covered Servers received and confirmed (including any necessary credit checks) by 6:00 p.m. Australian Eastern Standard time during a Weekday, the Covered Server will be Provisioned by 12:00 a.m. (midnight)  the following Day. Weekday will mean Monday through Friday, excluding the following holidays: New Year's Day and Christmas Day. Provision means that Sanity Technology Pty Ltd has generated an email to the customer with the proper information to enable the customer to send and receive information from and to the Dedicated Server.

* Order confirmation – For all dedicated servers ordered with a credit card, Sanity Technology Pty Ltd reserves the right to request, a copy of a government issued form of identification and copy of front and back of credit card for transaction verification purposes.

(c) Credit

If Sanity Technology Pty Ltd is unable to meet the 24 Hour Guarantee as described in section titled "Dedicated Server 24 Hour Setup Guarantee", Sanity Technology Pty Ltd will issue a credit or refund the Set-up fees paid for the Covered Server. Such credit may be applied to future months service fees in Sanity Technology Pty Ltd's discretion or a check will be issued within 30 days.

(d) Restrictions

Credits will not be provided to you in the event that you do not have your Covered Server Provisioned by the Next Weekday resulting from (i) your behavior or the performance or failure of your equipment, facilities or applications, or (ii) circumstances beyond Sanity Technology Pty Ltd's reasonable control, including, without limitation, acts of any governmental body, acts of terrorism, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web site.

 Dedicated Server Equipment Failure Guarantee

(a)  Hardware Guarantee

Sanity Technology Pty Ltd utilizes only quality server components, however in the event of a hardware failure, Sanity Technology Ptd Ltd guarantee's that failed components will be replaced within 4 hours of receipt of a support ticket lodged via telephone only for customers that hold multiple services with Sanity Technology. Alternatively, customers that hold a single service with Sanity Technology Pty Ltd are guaranteed a six hour response time, and a twelve hour on-site arrival time. In the event that this guarantee is not upheld, Sanity Technology Pty Ltd will credit a customer with a percentage of their next months fees by 5% per hour after the initial four hour period, up to a maximum of 50% of the total monthly fee. If, in the event, that a ticket is lodged and hardware is determined to not be faulty, Sanity Technology Pty Ltd reserves the right to charge for a technician's time spent on investigating an incident at $85/hour billed, in hourly increments, plus an initial call out fee of $85 during business hours or $195 at all other times.

(b)  Emergency Support Guarantee

Emergency Support is available 24 hours a day to customers that hold multiple services with Sanity Technology Pty Ltd (or by prior arrangement), and further guarantees an initial response time of two hours to support tickets lodged via telephone only. If a technician is required on-site, we guarantee that a technician can be on-site within four hours of the time the support ticket is lodged. Alternatively, all customers are guaranteed a twelve hour hardware replacement period. In the event that this guarantee is not upheld, Sanity Technology Pty Ltd will credit a customer with a percentage of their next months fees by 5% per hour after the initial four hour period, up to a maximum of 50% of the total monthly fee. If, in the event, that a ticket is lodged and the fault has been determined to have been caused by the customer, Sanity Technology Pty Ltd reserves the right to charge for a technician's time spent on investigating an incident at $65/hour, billed in hourly increments, plus an initial call out fee of $65 during business hours or $195 at all other times.

(c)  Standard Technical Support

Sanity Technology Pty Ltd provides standard technical support via the e-mail based ticketing system ( support@sanitytechnology.com ) to all customers. Support requests can be lodged at any time and will be responded to on an in-turn basis. Priority support is also available by prior arrangement only.

 SLA Ammendments / Conditions

Sanity Technology Pty Ltd reserves the right to make changes or ammendments to the existing Service Level Agreement at any time. When any such ammendments are made, all existing customers will be notified in writing via electronic mail to their listed account contact on file.