Service Level Agreement

Customer Service Level Commitment

Virtual Node will provide to each customer, 100% uninterrupted transit to the Internet and 100% uninterrupted access to electricity. Virtual Node offers customers the following considerations in the event that Virtual Node fails to provide this level of service:

Should transit to the Internet or power to a customer cloud infrastructure become unavailable for a cumulative period of up to 10 minutes in any month of service, the customer will be entitled to receive account credit equal to 5% of the customers's Recurring Monthly Fees for the affected services.

Should transit to the Internet or electricity remain unavailable for a cumulative period beyond 10 minutes, the customer will be entitled to an and additional account credit equal to 5% of the customer's Recurring Monthly Fees for each affected service for each cumulative 1 hour period that Internet transit or power is unavailable.

All credits pursuant to section 2 above shall be calculated in 1 hour periods. Any and all credits issued in accordance with this SLA during any one month's time related to cloud service shall not exceed 100% of the Recurring Monthly Fees for the cloud service that would otherwise be payable to during that month for the affected services.

No part of this agreement covers outages or other service interruption that is caused by equipment and/or events that are caused by or under the control of the customer. No part of this agreement shall cover loss of power to a server as a result of the customers's utilisation of remote management tools that may be made available to them by Virtual Node.

No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack. No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance. All scheduled or emergency network and systems maintenance will be announced via the Service Status Page, located at https://status.virtualnode.io Customers are encouraged to regularly check this page for upcoming network and systems maintenance announcements.

No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within 7 days of the incident. All requests for credits must be made by creating a support ticket in the customer control panel located at https://billing.virtualnode.io

Questions

We would love to hear from you if you have any questions regarding any specific policy that could be made clearer or any general inquiries regarding security. Please email us directly at: accounts@virtualnode.com.au