1. Network and infrastructure uptime
We target 99.9% network availability per calendar month for shared, business, reseller, WordPress and eCommerce hosting, and 99.99% for VPS, cloud and dedicated servers, measured at the data-centre edge.
2. Service credits
Where measured availability falls below the target you may claim a credit against the affected service: 5% of the monthly fee for availability of 99.0–99.89%, 15% for 97.0–98.99%, and 30% below 97.0%.
Claims must be lodged by support ticket within 14 days of the incident and are applied as account credit. Credits are the sole remedy for availability shortfalls.
3. Exclusions
Scheduled maintenance notified at least 48 hours in advance, emergency security patching, customer-caused faults, third-party software and DNS issues, denial-of-service mitigation and events beyond our reasonable control are excluded from availability calculations.
4. Support response targets
Critical (service down): 30 minutes, 24/7. High (degraded): 2 hours. Normal: 8 business hours. Low / general enquiries: 1 business day. Phone and live chat are answered by Australian technicians 24 hours a day.
Questions about this document? Email legal@myaustralianhost.com.au or call 1300 555 018.