This document describes the standard of quality and the level of customer service provided to SecureConnect Customers and the guarantees SecureConnect shall provide in order to satisfy these high levels.
The major points of the service level agreement are as follows:

1. 99.8% Connectivity Guarantee
2. Reboot Guarantee
3. 3. Scheduling of Maintenance

99.8% Connectivity Guarantee

At SecureConnect we guarantee that our network will be available at least 99.8% of the time. We can offer these guarantees as we have a 10/100 switched network, 3 separate backbone providers, redundant routers and fibre, and 30 minutes of UPS power with a backup diesel generator. The network is monitored by automated systems around the clock 24 hours a day 7 days a week. The monitoring includes all network devices, including router, servers and modem banks.

Should we fail to provide this service and our network is unavailable for more than 0.2% of the time in any one calendar month then SecureConnect, upon the customer's request, we will refund 1 days service for every hour connectivity has been unavailable over and above 0.2% of that month up to a maximum of seven days.

Reboot Guarantee

Should a Customer's server stop responding then it should be rebooted as quickly as possible. During business hours, SecureConnect shall reboot a server within 30 minutes of being notified of the server needing a reboot. Outside of business hours, SecureConnect shall reboot a server within 1 hour. Notification can happen in one of two ways:

1. If the Customer has purchased monitoring and there is a physical problem that can be automatically detected by the SecureConnect monitoring service then a SecureConnect engineer will automatically be notified of the problem and the server shall be rebooted within the specified guarantee.
2. The Customer can contact SecureConnect on the 24 hour support number (02) 8338-9733 and request that their server be rebooted.

Scheduled Maintenance

From time to time SecureConnect may conduct preventative or corrective maintenance that may affect the operation of the network or its services. Where SecureConnect intends to carry out such maintenance, SecureConnect will consult with the customer as to the timing of that maintenance and seek customer's assistance in relation to the scheduling of that maintenance.

SecureConnect will provide advance notification of not less than seven days to effected Customers of such maintenance. Such network maintenance by SecureConnect will not exceed four (4) hours per maintenance session and six (6) hours per month in total. Any maintenance session exceeding four (4) hours or exceeding six (6) hours per month shall be deemed to be unavailability of service and subject to the guarantee. SecureConnect shall only perform network maintenance between the hours of midnight to 6 am. This is to reduce any impact to the Customer as a result of such service.

Scheduled Maintenance

Physical security is provided for Customer equipment. The SecureConnect Data Centre enforces a limited access policy to protect customer equipment]. In addition the building has 24 hour security monitoring with an after hours guard.

No SLA's are provided for customer-owned equipment in the SecureConnect Data Centre. Repair Maintenance Agreements between vendor and customer on customer equipment shall be wholly the responsibility of the customer.

Authorised Maintenance personnel must be provided to SecureConnect. Those not listed in the 'Access' list shall be denied entry to the SecureConnect Data Centre facility.