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99.999% Uptime SLA

By combining VMvault's data centre redundancy with VMware's High Availability (HA) and Distributed Resource Scheduling (DRS) features, VMvault is in a position to offer the magic five nines uptime SLA on all virtual machines hosted on our virtual infrastructure. Financial incentives ensure it's in VMvault's best interest to ensure the highest level of service and reliability for all our clients.

Should we be unable to meet our SLA for any given month, clients will be credited back a proportion of their monthly fee to compensate the outage. Please view our full SLA document below for details.



VMVAULT SERVICE LEVEL AGREEMENT (SLA)

1. Scope

This Service Level Agreement prescribes the service level that VMvault is expected to meet and the corresponding compensation VMvault will provide to clients if its service level targets are not met. VMvault may modify this policy at any time without notice by posting a modified policy on the VMvault website (http://www.vmvault.com.au/).

2. Performance

All VMvault network services are continuously monitored to ensure rapid response to any faults. While redundancy and resiliency is in place, and the network is “self healing”, faults may still occur. Constant monitoring is carried out on all primary and secondary services. Monitoring feedback is provided back to VMvault support staff by email and paging services 24 hours a day, 7 days a week and 365 days a year.

3. Support

The client may request support services by contacting VMvault staff, contact numbers as well as emailing the primary support email address This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it.. VMvault’s primary phone number is 1300 513 262, and support on this number is available during business hours (7am to 7pm). Outside these hours, clients should use the emergency after hours phone service number, which is 0413 032 022. Client support requests will be handled as soon as possible; target time to initiate support requests is within 30 minutes. Client requests for changes will be processed as soon as possible. Target time to complete such requests is within 1 business day of receipt by VMvault of the request.

4. Scheduled Outages

From time to time, upgrades to hardware and software may be required. Where possible, these upgrades will be performed outside of normal business hours. Clients will be notified as far as practicable in advance of such upgrades via phone and/or email no less than 24 hours in advance of any scheduled outage. Scheduled outages under normal conditions should not exceed 5 hours per year.

5. Service Level

a. Service Level

The targeted uptime minimum service level is 99.999% uptime each month.

b. Service Uptime

The service uptime will be measured by VMvault and its determination is final

c. Client Credit

If VMvault determines that services were unavailable (excluding scheduled outages or those caused by customers, third parties or circumstances beyond VMvault’s control) for a period exceeding the maximum allowable under the prescribed uptime guarantee, VMvault will credit the client’s monthly invoice in accordance to the following table:
 

 Pecentage of Uptime Credit Applied 
 99.999% uptime or higher No credit 
 Between 99.99% and 99.999% uptime     10% credit 
 Between 99.9% and 99.99% uptime 20% credit 
 Between 99% and 99.9% uptime 30% credit
 Between 95% and 99% uptime 40% credit
 Lower than 95% uptime 50% credit


upon receiving a request from the client within 30 days of the end of the month for which credit is requested.

d. Disclaimer

VMvault will not be liable for any loss or damage which may result from any interruptions, delays, faults or errors in the supply of the services.