Service Level Agreement

1 — Introduction

2 — Client Contact & Support

3 — Client Responsibilities

• Your customer details.
• Name and contact details of the person making the report.
• Name and contact details of a person onsite.
• Detailed description of the incident including impact.
• Detailed description of any error messages, warnings or status lights/indicators.
• Details of any diagnostics or actions that you have performed.
• Log files, traceroutes, and other diagnostic information available to you.
• Details of any recent changes that have been made by you including approximate timeframes.

4 — Incident Management

• Any issue or problem which affects the normal operation, use, security, reliability, or functionality of a service.
• When you require our support (e.g. helpdesk to address a problem or fault).

• Agree with you on the priority level (1, 2, 3 or 4) to be assigned to the incident.
• Manage any necessary escalations and resources, remotely or onsite, to resolve the incident.
• Update you with progress on incident resolution via phone or email at mutually agreed intervals.
• Advise you when the incident has been resolved by phone or email.

5 — Service Management Request

• Any changes to a service requested by you (e.g. change in resource allocation, user onboarding/offboarding, call flow).
• Configuration or installation of new hardware, software, systems, or services.
• Routine maintenance tasks carried out by us on your systems or services on your behalf.
• Any task we believe we need to undertake on your services.
• Any other technical request you make of us which is not classified as an incident.

• Agree with you on the priority level (5, 6 or 7) to be assigned to the request.
• Manage any necessary escalations and resources, remotely or onsite, to complete the request.
• Update you with progress on the request via phone or email as required and mutually agreed.
• Advise you when the request has been completed if required.

• Assign a priority level (5, 6 or 7) to the request.
• Manage any necessary escalations and resources, remotely or onsite, to complete the request.
• Advise you when the request has been completed if required.

6 — Priority Levels

Priority Level	Description
Priority 1	Severe business impact or immediate risk — critical business services are not operational, or the services are at immediate and significant risk of a security or reliability problem.
Priority 2	High business impact or risk — non-critical business services are not operational, or the service is degraded, or there is a risk to the service's security and reliability.
Priority 3	Minor service degradation or specific service functionality is unavailable.
Priority 4	Minor service issue.

Priority Level	Description
Priority 5	Service request is required to ensure continual operation of the business.
Priority 6	Service request has minimal impact to continual operation of the business.
Priority 7	Service request that is non urgent and is not required for the continual operation of the business.

7 — Escalation

• Level 2 — Systems Engineering
  escalations.L2@caznet.com.au  ·  +61 08 8470 8909
• Level 3 — Accounts Management & Business Operations
  escalations.L3@caznet.com.au  ·  +61 08 8470 8906
• Level 4 — Managing Director
  escalations.L4@caznet.com.au  ·  +61 08 8470 8905

8 — Post Incident Reports

• Details of the incident including the impact to services.
• Timeline of events and activities.
• Fix or work around.
• The root cause.
• Mitigation Strategies.

9 — Unprotected Services

• A network service delivered to you using a single access device provided by us; or
• A data centre co-location service where only a single power supply is provided to you; or
• Any service delivered on equipment we provide that you connect to a single power supply; or
• A private cloud or hosting service provisioned in a single fault domain unless otherwise agreed in writing; or
• Voice and Business Phone System services.

10 — Scheduled Maintenance

Type	Expected Impact	Notice Period
Hazard	Your services may be impacted if the work does not go as planned.	—
Service Impacting	Your services will remain operational although impacted in some way.	5 Business Days
Outage	Your services will be unavailable for a period.	10 Business Days
Emergency	Your services may be impacted but works must be undertaken at short notice.	As soon as practicable

11 — Uptime Percentage

• By subtracting from 100% the percentage of minutes during the month which a service was considered not functional.
• Separately to all other services covered by a Service Level Agreement.
• Over a period of one calendar month.
• After the completion of the calendar month being measured and once the service has been restored.
• By us, based on our monitoring and data, at our discretion.

12 — Rebates

• You make a claim for the rebate within 5 business days of the end of the month in which the incident was resolved or the availability/response time target was not met.
• You have made a written request containing reasonable detail as required by us by email to accounts@caznet.com.au.

• Failing to meet the service availability target for an unprotected service.
• Scheduled or emergency maintenance.
• Faults in customer equipment or an incident on your side of the service delivery point.
• Interference with our equipment or systems by you or a third party.
• Any failure to immediately report an incident to us.
• The improper use of a service by you.
• Modifications made to the service or related systems by you or a third party.
• Failure to provide us with correct and detailed information about the incident or service management request.

13 — Targets

Category	Priority	Period	Target	Rebate
Service Availability	—	24×7×365	> 99.5%	—
Incident Restoration	P1	24×7×365	1 Hour	—
Incident Response	P1	24×7×365	15 mins	—
	P2	Business Hours	30 mins	—
	P3	Business Hours	6 hours	—
	P4	Business Hours	12 Hours	—
Service Management Request Response	P5	Business Hours	2 Hours	—
	P6	Business Hours	8 Hours	—
	P7	Business Hours	72 Hours	—

Category	Priority	Period	Target	Rebate
Service Availability	—	24×7×365	≥ 99.9%	—
			< 99.9% – ≥ 99.7%	5%
			< 99.7% – ≥ 99.5%	10%
			< 99.5%	20%
Incident Restoration	P1/P2	24×7×365	1 Hour	—
Incident Response	P1	24×7×365	15 mins	—
	P2	24×7×365	30 mins	—
	P3	Business Hours	6 Hours	—
	P4	Business Hours	12 Hours	—
Service Management Request Response	P5	Business Hours	2 Hours	—
	P6	Business Hours	8 Hours	—
	P7	Business Hours	72 Hours	—

Category	Priority	Period	Target	Rebate
Service Availability	—	24×7×365	≥ 99.5%	—
Incident Restoration	—	Business Hours	36 Hours	—
Incident Response	P1	Business Hours	60 mins	—
	P2	Business Hours	4 Hours	—
	P3	Business Hours	12 Hours	—
	P4	Business Hours	24 Hours	—
Service Management Request Response	P5	Business Hours	4 Hours	—
	P6	Business Hours	12 Hours	—
	P7	Business Hours	72 Hours	—

Category	Priority	Period	Target	Rebate
Service Availability	—	24×7×365	≥ 99.9%	—
			< 99.9% – ≥ 99.7%	5%
			< 99.7% – ≥ 99.5%	10%
			< 99.5%	20%
Incident Restoration	P1/P2	24×7×365	4 Hours	—
Incident Response	P1	24×7×365	15 mins	—
	P2	24×7×365	30 mins	—
	P3	Business Hours	6 Hours	—
	P4	Business Hours	12 Hours	—
Service Management Request Response	P5	Business Hours	2 Hours	—
	P6	Business Hours	8 Hours	—
	P7	Business Hours	72 Hours	—

Category	Priority	Period	Target	Rebate
Service Availability	—	24×7×365	≥ 99.95%	—
			< 99.95% – ≥ 99.7%	5%
			< 99.7% – ≥ 99.5%	10%
			< 99.5%	20%
Incident Restoration	P1/P2	24×7×365	1 Hour	—
Incident Response	P1	24×7×365	15 mins	—
	P2	24×7×365	30 mins	—
	P3	Business Hours	6 Hours	—
	P4	Business Hours	12 Hours	—
Service Management Request Response	P5	Business Hours	2 Hours	—
	P6	Business Hours	8 Hours	—
	P7	Business Hours	72 Hours	—

Category	Priority	Period	Target	Rebate
Service Availability	—	24×7×365	≥ 99.9%	—
			< 99.9% – ≥ 99.7%	5%
			< 99.7% – ≥ 99.5%	10%
			< 99.5%	20%
Incident Restoration	P1/P2	24×7×365	4 Hours	—
Incident Response	P1	24×7×365	15 mins	—
	P2	24×7×365	30 mins	—
	P3	Business Hours	6 Hours	—
	P4	Business Hours	12 Hours	—
Service Management Request Response	P5	Business Hours	2 Hours	—
	P6	Business Hours	8 Hours	—
	P7	Business Hours	72 Hours	—

Category	Priority	Period	Target	Rebate
Incident Response	P1	24×7×365	15 mins	—
	P2	24×7×365	30 mins	—
	P3	Business Hours	6 Hours	—
	P4	Business Hours	12 Hours	—
Service Management Request Response	P5	Business Hours	2 Hours	—
	P6	Business Hours	8 Hours	—
	P7	Business Hours	72 Hours	—