• Your Local ISP 0800 NETOLA (638 652) sales@netola.co.nz 

  • 100% Uptime Guarantee

  • We understand that your PBX is the life blood of your company. It HAS to be online all the time…period. Because of this, we have a 100% Uptime Guarantee.

    100% Uptime Guarantee

    We offer our 100% uptime guarantee via this Service Level Agreement based on network and virtual host availability. Collectively, these guidelines may be referred to as the “SLA.” This SLA is provided as a supplement to any other hosting terms and conditions that have been agreed upon.

    This uptime guarantee is applicable on a per-service-item basis and is not applied to your entire invoice. For instance, if you have multiple hosted PBX servers with us, and one (1) of those servers experiences downtime, any credit due to you under this uptime guarantee would be proportional to the one (1) server’s downtime and not to your entire account. This uptime guarantee does not apply to external sources of downtime such as a local Internet outage at your site(s), DNS resolution issues, or issues with the PBX software itself.

    Limitations

    The uptime guarantee ONLY applies to network and instance availability during normal operation. The uptime guarantee does NOT apply to server-side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your hosted server, or any other non-network or non-“host node” outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does NOT apply when a scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time critical patch/update must be applied as long as the outage/packetloss does not exceed ten (10) minutes.

    Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.

    Outage Credits

    In accordance with the procedure outlined below, you must initiate a support ticket (email support@netola.co.nz) and request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential credits; however, Netola Internet must still determine, in its sole discretion, whether or not an eligible outage has occurred. If Netola Internet determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit using the table below:

    Outage Time Frame

    Credit Amount

    Less than 9 minutes

    12 Hours

    10 – 59 minutes

    24 Hours

    60 – 119 minutes

    48 Hours

    120 – 239 minutes

    120 Hours

    240 – 419 minutes

    240 Hours

    420+ minutes

    672 Hours (1 Month)

    How To Obtain Your Credit

    In order to receive any credit offered under this SLA, You must initiate a support ticket related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to Netola Internet services, so unless You contact Us via a support ticket, We may not be aware any problem exists. Outages related to hardware or other services or events not under Netola Internet control are not eligible for any guarantee or credit offered under this SLA.

    You may initiate such support ticket via e-mail to support@netola.co.nz. You MUST obtain a Netola Internet ticket number as proof that you initiated a support ticket related to the outage, and the support ticket MUST ask for a credit related to the outage. As stated herein, the timestamp on the support ticket will mark the beginning of an outage should Netola Internet determine that an eligible outage occurred. If Netola Internet was aware of the issue before You were, we may notify You of the outage. In such instance, You must still initiate a support ticket to confirm that You are aware of the outage, and such support ticket must still also request a credit. To be clear, You must have a support ticket number in order to receive any credits under this SLA.