Knowledgebase: General Information
Service Level Agreements (SLA)
Posted by on 17 November 2014 04:51 PM

Butterfly have provided our standard and upgraded service level packages below.

If you are unsure of your SLA and need urgent assistance e.g. same day, please contact your digital producer or call 03 9009 9601.

  1. Terms used
  2. Standard SLA
  3. Gold SLA
  4. Premium SLA
  5. Platinum SLA
  6. Contact

Terms used

Priority: Your service is unavailable, not working or the issue is severely detrimental to your business.

Turnaround time: At a minimum, responded to within this time. The aim is to achieve resolution of the issue within this time, however this may not always be possible depending on the nature of the issue.

Website availability / Uptime guarantee: The service is considered available when website content is delivered beyond the data centre border (i.e. into the wider internet). This does not include force majeure events, scheduled outages, ISP specific issues or network-wide interruptions.

SLA Gold and above clients are entitled to a rebate equal to 5% of hosting fees due (excluding one-time payments) for any calendar month in which the uptime guarantee was not met. This will be applied as a discount to the next month’s invoice. If hosting is paid annually, a rebate equivalent to 5% of one month’s payment will be given. On a monthly basis this means any more than 45 minutes of downtime qualifies for a rebate.

Scheduled outages: Butterfly will endeavour to keep scheduled outages to a maximum of 1 hour per week and 6 hours per quarter with as much notice as possible. Outages will be scheduled between midnight and 6am AEST where possible.

Christmas hours: Butterfly is closed for the week between Christmas and New Years, and a few days either side. During that time, emergency tickets can be lodged via the online lodgment process and will be actioned according to SLA level. Any non-urgent tickets will be actioned when normal operations resume.


 Service Level Agreement - Standard

  • Hours of access
    • Monday to Friday 8:30 am to 5:30 pm
    • All working weekdays in Victoria only
    • Christmas holiday period – urgent tickets lodged via online ticket system only
  • Turnaround time
    • Standard request – within 5 business days
    • Priority request – within 3 business days
  • Contact methods
    • Business hours – Phone, email, helpdesk portal
    • After hours – helpdesk portal or via email
    • Priority request – via helpdesk portal with escalation
  • Website availability – 99% uptime over a 12 month period
  • Backups included
    • Standard backups

Monitoring: Nagios monitoring software with automated SMS alerts when sites are down


 Service Level Agreement - Gold

  • Hours of access
    • Monday to Friday 8:30 am to 5:30 pm
    • All working weekdays in Victoria only
    • Christmas holiday period – urgent tickets lodged via online ticket system only
  • Turnaround time
    • Standard request – 1 to 3 business days
    • Priority request – within 1 business day
  • Contact methods
    • Business hours – Phone, email, helpdesk portal
    • After hours – helpdesk portal or via email
    • Priority request – via helpdesk portal with escalation
  • Website availability – 99.9% uptime over a 12 month period
  • Backups included
    • Premium backups (restore from any day within the last 30 days)
  • Up to 3 websites covered

Monitoring: Nagios monitoring software with automated SMS alerts when sites are down


 Service Level Agreement – Premium

  • Hours of access
    • 8:30 am to 5:30 pm seven days per week
    • Christmas holiday period – urgent tickets lodged via online ticket system only
  • Turnaround time
    • Standard request – 1 to 3 business days
    • Priority request – within 1 business day
  • Contact methods
    • Business hours – Phone, email, helpdesk portal
    • After hours – helpdesk portal or via email
    • Priority request – via helpdesk portal with escalation
  • Website availability – 99.9% uptime over a 12 month period
  • Backups included 
    • Premium backups (restore from any day within the last 30 days)
  • Up to 3 websites covered

Monitoring: Nagios monitoring software with automated SMS alerts when sites are down


 Service Level Agreement - Platinum

  • Hours of access
    • 24 x 7 priority access
    • All weekdays, weekends and public holidays
    • Christmas period – urgent tickets lodged via online ticket system only
  • Turnaround time
    • Standard request – 1 business day
    • Priority request – immediately
  • Contact methods
    • Business hours – Phone, email, helpdesk portal
    • After hours – helpdesk portal
    • Priority request – via helpdesk portal with escalation
    • Authorised email for escalation 24/7 (for nominated contact only)
  • Website availability – 99.9% uptime per month
  • Backups included
    • Redundant data centre – site backed up to data centre in a different state once per month
    • Premium backups (restore from any day within the last 30 days)
  • Up to 5 websites covered

Monitoring: Nagios monitoring software with automated SMS alerts when sites are down


 Contact

Please contact your digital producer or call 03 9009 9601.

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