SLA

Standard Service Level Agreement (SLA)
for IT on Cloud Hosting Service (IToC)

Performance Target

The table below describes the performance objectives for IToC.

Availability is a measurement of the percentage of total time the IToC service was completely available when measured over a consecutive 365 days (8760 hour) period from the IToC Data Centre to the Internet excluding the standard maintenance window and agreed maintenance and upgrade times.

Time To Repair is the mean time required to restore a service, mean is taken over a one calendar month period. Service Delivery Point means the customer hand off point at customer located client equipment.

Internet Access. If the client is connected to IToC using the Internet and the Internet service provider is not
IToC the connection availability is outside IToC’s control therefore the service unavailability is not covered by
this SLA.

Performance Guarantee and Rebate

Downtime is the period of time commencing when a customer notifies IToC that the IToC service is not operative and ending when the service is restored.

The following events are not considered as downtime:

• any service outages that are not related to IToC’s service (like customer’s Internet Connectivity issue or local client device fault)
• Scheduled maintenance windows as specified in this SLA
• Emergency downtime maintenance organised by IToC with at least 48 hours notice

Total monthly downtime is the summation of all downtime over a given month. If the total monthly downtime of the IToC service exceeds 4 hours but less than 8 hours in any given month, the customer will receive a 25% rebate on their monthly subscription fee in the following month’s bill.

If the total monthly downtime of the IToC service exceeds 8 hours, the customer is entitled to receive a rebate of 50% of the following month’s invoice.

Inclusions in the SLA

The following items are included in the services to be provided by Supplier to Customer:

1. Maintenance, management, documentation, repair and update of hardware equipment and associated operating systems in order to deliver the software applications listed in the Services Schedule at a level of performance sufficient to provide timely execution of the software applications’ functions to meet reasonable end-user expectations.
2. Installation, configuration, management and maintenance of Operating System, applications software including user profiles and security on relevant equipment at the Hosted location.
3. Protection of Customer’s data at the Hosted location by appropriate backup procedures and anti-virus software. Supplier is responsible for managing the backup procedure and licensed use of recent updates of backup and anti-virus software
4. Protection of servers and associated equipment at the Hosted location by Supplier’s firewall.
5. Managed internet Access, Email monitoring and control.
6. Software licence monitoring and administration (Supplier provided software only).
7. General Administration of Server equipment including managing errors and event log information.
8. Implementing agreed security levels for file access.
9. Reasonable Liaison with Customer ISP and Telecommunications provider regarding any external communications issues.
10. Reasonable Liaison with Customer concerning application performance issues.
11. Provision of Systems Help Desk support.

The following items are excluded from the services to be provided by Supplier to Customer:

1. Establishment of New Sites to be connected to the service.
2. Unless specifically included in the Services Schedule. IToC is not responsible for any equipment at Customer premises or any other location.

The following items may incur additional charge in the services to be provided by Supplier to Customer:

1. Additional copies of application data on magnetic media

Fault resolution of end user site equipment and services. This includes but is not limited to firewalls, security settings, printers, routers and WAN (telecommunications provider) services

2. Restoration of application data (other than that caused by failure of supplier equipment or services)

Managed Applications and Hosted Applications

The managed and/or hosted applications is listed in the Services Schedule

Managed Applications
For all managed applications, IToC acts as the first point of contact for Customer support. User support for these applications will be directed through the Customer.

Managing the applications will include maintaining current service pack levels and hot fixes, as well as maintenance upgrades of the software in question.

Hosted Applications
For hosted applications, the first point of contact for User support will be the Customer or Application Vendor, as specified in the Services Schedule.

All hosted applications will be upgraded by Supplier at Customer’s request for a fee specified in the Services Schedule.

Upgrade of Managed Applications

IToC will upgrade applications in this category with the following conditions:

1. IToC cannot be forced to upgrade any application within 6 months of its release. This is to ensure that no application in an immature state will affect the reliability of our service offerings.
2. IToC will notify the Customer in writing before an upgrade event.
3. No customers can reasonably withhold IToC to upgrade the managed software 18 months after its release. This is to ensure all applications are up to date and the Supplier receives all support from the relevant Software provider.
4. The supplier is under no obligation to upgrade the managed software if the new version is deemed to be unsupportable or carries no benefit for the customer.

Backup and Restore Procedure

The supplier maintains a Backup Procedure as follows:

1. Daily, weekly and monthly backup of data to magnetic media.
2. Tape media is retained online for 5 working days.
3. Tape media is removed to an off-site location on a weekly basis.
4. Customer data is available on site for restoration for up to five days.
5. Unique data older than 5 working days may require a delay of 24 hours for tape media retrieval.
6. Supplier backups include all servers, data and applications required to deliver hosting services under this agreement.

Restoration Procedure:

1. Requests for data restoration should use the standard Service Request procedures.
2. Data restoration will be fulfilled subject to Response Times and Hours of Service
3. Data older than 5 working days will be subject to tape media retrieval.
4. If Application or User error occurs where data needs to be restored from a back-up, this is the responsibility of Customer
5. Two data restorations per month are included in the standard IToC service.
6. Excess data restorations caused by Application or User errors are subject to charges in the Services Schedule
7. The supplier maintains responsibility for data restoration in the event of failure by any hardware or software used to maintain the hosting infrastructure.

Note: Additional backups of any data set can be made available on a one off or periodic basis to the customer based on charges in the Services Schedule.

Hours of Service

Standard Support Hours for Customer are between 08:30 and 17:00 on a Business Day, AEST or AEDST as applicable in the State of New South Wales.

Supplier will use all reasonable endeavours to provide support of the operational environment necessary to deliver the support services within the Standard Support Hours.

Support for the supply of the support services outside the Standard Support Hours will only be provided for level 1 priority problems as defined in the Services Schedule.

Any other (level 2 or 3 priority) problems experienced outside Standard Support Hours should be reported to the Service Desk, which will log them and ensure that they are dealt with as soon as possible within the Standard Support Hours.

If Customer has any specific availability or support requirements outside of these hours they are to notify Supplier in writing with a minimum of 14 days notice.

Scheduled Maintenance

The Supplier may, at their discretion or via automated process, invoke scheduled maintenance as specified in this schedule. This scheduled maintenance is not included in any calculation for availability.

Declared maintenance refers to maintenance that will result in an outage that may or may not fall within scheduled maintenance windows. Declared maintenance may be executed by the Supplier through notification to the client in writing no less than 48 hours prior to the declared maintenance taking place.

Response Times / Priority of Service

Customer Initiated Request

The following table details the maximum SLA completion times for activities requested by Customer within the Standard Support Hours.

Requests received outside the Standard Support Hours will be treated as if received at the commencement of the next period of Standard Support Hours.

Completion time measurement begins when the receipt of the request following the appropriate Change Management or Service Request Procedures for these services is acknowledged.