N4B Global DNS Service SLA

GlobalDNS and N4B are services supplied by  Net for Business Pty Ltd or any of it assigned and accredited agents and thus ultimately refer to Net for Business Pty Ltd  registered in NSW Australia as the responsible commercial entity.
The SLA shall become effective fourteen (14) days after the commencement of Services, to allow GlobalDNS and Customer time to properly configure and test the Services. During this time it is the responsibility of the client to adequately verify that the services they have purchased are in fact working as required, any failure to self verify will unull any further claims.

Availability

An "Outage" shall be defined by the following event:

The GlobalDNS Nameserver Infrastructure did not maintain 100% accessibility. For purposes of this SLA, 100% accessibility shall mean that the GlobalDNS Nameserver Infrastructure shall not fail to respond to DNS queries for more than five (5) consecutive minutes.

Downtime due to the following events shall not be considered part of a Service Outage:

 Regularly Scheduled Maintenance

Regularly Scheduled Maintenance shall be defined as any maintenance performed on the GlobalDNS Nameserver Infrastructure (i) of which Customer is notified 24 hours in advance, or (ii) that is performed during a standard scheduled maintenance window, Thursday through Sunday from 2am to 6am Australian Eastern Standard Time. Notice of Scheduled Maintenance shall be provided to Customer's designated point of contact by a method selected by GlobalDNS (telephone, e-mail, fax, or pager).

 Unavailability of the Services due to Customer misuse, outside application programming, non-performance or other negligent or unlawful acts by Customer or its agents or suppliers, problems with Customer's registrar, network unavailability outside of the GlobalDNS Nameserver Infrastructure, malicious acts by a third party against Customer or against its authorized agents or suppliers, or events of force majeure.

GlobalDNS, in its sole discretion, shall determine whether an event will be considered an Outage based upon its records and data.

Remedies

N4B will in all cases attempt to rectify any fault or issue in good faith as quickly as resources allow.

When Customer becomes aware of an Outage, Customer shall email a report of issue with:

Time of Issue (please include Time Zone with GMT offset)
Full Domain Name that the issue relates to.
Full description of issue  eg. what services are unavailable  

Notification should be sent  to :  global_dns at n4b.com within five (5) calendar days.

If GlobalDNS determines in its reasonable commercial judgment that the Outage event did occur and should result in a credit, service credit will be applied to any affected service(s) as laid out in the service credit table below:

Outage Time	Service Credit
5 to 30 minutes	1 day service credit
31 minutes to 4 hours	1 week service credit
More than 4 hours	1 month service credit

 
Service credits are applied in the form of extensions to the expiration dates of any services for which the SLA was not met.

To qualify for any credit, Customer must have a current and valid subscription to the Service(s) affected, and must have an account in good standing with N4B. Customer's account shall not be credited more than once per month under this Service Level Agreement. The remedies laid out above shall be the sole and exclusive remedies if N4B does not meet the commitments set forth in this Service Level Agreement.

GlobalDNS Nameserver Infrastructure Definition

The GlobalDNS Nameserver Infrastructure shall be defined as the group of systems (servers, hardware, and associated software) that are responsible for delivering the DNS Services. The GlobalDNS Nameserver Infrastructure is not defined as including web-based user interfaces, zone transfer mechanisms, update systems, or other Customer-accessible data access or manipulation methods.

Disclaimer

N4B promises that it will do all in its power to maintain the system at all times, but due to the distributed nature of the Internet, cannot take any liability for any loses, claims, or damages incurred or claimed by the end client or users of their systems, the client acknowledges that N4B will bear no financial liability of any kind beyond the original cost of the service involved.