This Service Level Agreement ("SLA") describes the availability commitment NAROX.NZ ("NAROX") provides for qualifying hosted services, and the credits available if we do not meet that commitment. It supplements the Terms of Service.
Scope
This SLA applies to purchased shared web hosting, VPS and dedicated server infrastructure offered by NAROX (each a "Service"). It does not apply to free services, domain registrations, client-managed applications, third-party services, or anything stated to fall outside this SLA.
Availability Commitment
For qualifying paid Services, we commit to a monthly availability of 99.9%. Availability is calculated as the percentage of time in a calendar month that the Service is reachable over the public internet, excluding planned maintenance and the exclusions below.
Credits
If monthly availability falls below the commitment, you may request a service credit equal to 5% of the monthly fee for that Service for each full 0.5% of shortfall, up to a maximum of 30% in any calendar month. Credits are applied to your account and may not be exchanged for cash.
Exclusions
Availability is not calculated against, and no credit is owed for, downtime caused by:
- Planned maintenance, announced with reasonable notice where practicable;
- Actions or omissions of you, or applications/content you run that cause the outage;
- Failure of your network, devices, DNS or third-party services you rely on;
- Force majeure events, including natural disasters, power outages and cyber-attacks beyond our reasonable control;
- Scheduled or emergency maintenance required to protect the security or stability of our infrastructure.
Backups and Data
We take regular backups of qualifying hosted services. You are responsible for keeping your own, separate backup records of critical data. This SLA does not guarantee that data will never be lost, and our liability for data loss is limited as set out in the Terms of Service.
Support Response
We aim to acknowledge support tickets within 1 working day and to respond to urgent outages as quickly as practicable. Response times are targets and do not in themselves give rise to credits.
How to Claim a Credit
To claim a service credit, contact [email protected] within 14 days of the end of the affected month, including the service name and approximate times of downtime. We will assess the claim and apply any credit due within 10 working days.
Governed by New Zealand Law
This SLA does not limit any rights you have under the New Zealand Consumer Guarantees Act 1993 where it applies to you. It is governed by the laws of New Zealand.
Contact Us
For SLA enquiries, contact [email protected] or (+64) 022 598 7803.