1. Introduction
This Service Level Agreement (SLA) outlines the performance standards and guarantees that CloudWorks 360 commits to providing for our owned services, such as hosting and email services. This SLA specifically applies to services directly owned and managed by CloudWorks 360 and does not extend to third-party products or services procured through CloudWorks 360, such as Microsoft licensing, NordVPN, and other third-party offerings. Our goal is to deliver reliable, high-performance services that meet or exceed your expectations.
2. Service Availability
CloudWorks 360 guarantees a minimum of 99.9% uptime for our web hosting, email, and domain services. This uptime guarantee applies solely to the availability of our network infrastructure, servers, and data centre operations that are owned and/or managed by CloudWorks 360 and that of our wholesale provider.
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Uptime Calculation: Uptime is calculated on a monthly basis as the total number of minutes that CloudWorks 360-owned services are available, divided by the total number of minutes in the month, excluding scheduled maintenance.
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Scheduled Maintenance: We may perform scheduled maintenance to upgrade, repair, or improve our services. Customers will be notified in advance of any maintenance that may impact service availability.
3. Support and Response Times
CloudWorks 360 is committed to providing timely and effective support for our owned services. Our support team is available to assist with technical, billing, and sales inquiries through our CW360 Portal.
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Response Times: We aim to respond to all support requests within 24 hours during business days. Urgent issues, such as critical service outages affecting CloudWorks 360-owned services, will be prioritized and addressed as quickly as possible.
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Resolution Times: While we strive to resolve all issues promptly, resolution times may vary depending on the complexity of the issue. We will keep customers informed of the status of their support requests and any necessary actions.
- Priority Handling: By paying the service fee, we guarantee that your support inquiries will be prioritized and answered within two business hours, providing you with prompt and reliable assistance when you need it most.
4. Service Credits
If CloudWorks 360 fails to meet the guaranteed uptime of 99.9% for our owned services, customers may be eligible for service credits. Service credits are calculated as a percentage of the monthly service fee for the affected CloudWorks 360 service(s) and are applied as follows:
- Uptime below 99.9% but above 99.0%: 5% service credit
- Uptime below 99.0% but above 98.0%: 10% service credit
- Uptime below 98.0%: 25% service credit
To request a service credit, customers must submit a support ticket through the CW360 Portal within 30 days of the incident. Service credits are not refundable and can only be applied to future invoices.
5. Exclusions
This SLA does not apply to any service disruptions or outages caused by:
- Customer Actions: Any issues arising from customer actions, such as incorrect configurations, misuse of services, or violations of our Acceptable Use Policy.
- Third-Party Services: Disruptions caused by third-party services, such as Microsoft licensing, NordVPN, external DNS providers, or external email services that are not owned or directly managed by CloudWorks 360.
- Force Majeure: Events beyond our control, including but not limited to natural disasters, acts of war, government actions, or network attacks.
6. Termination of SLA
CloudWorks 360 reserves the right to modify or terminate this SLA at any time. Customers will be notified of any significant changes to this agreement, and such changes will take effect immediately upon posting on our website.
7. Contact Information
If you have any questions about this SLA or need to request service credits, please contact us at:
- Email: hello@cloudworks360.com.au
- Website: www.cloudworks360.com.au
- CW360 Portal: Support Tickets
CloudWorks 360 is dedicated to providing exceptional service and support to our customers. We appreciate your business and are committed to meeting the highest standards of performance and reliability for our owned services.
