Service Levels
With some of the most redundant power, cooling, and network infrastructure in Australia, we provide a commitment to uninterrupted service.
Any contracted service provided by Micron21 – whether hosted, virtual, or physical – will be guaranteed a 99.9% uptime. Our standard Service Level Agreement warrants that if a service is down, and drops below 99.9% uptime, we rebate 5% of the cost of the affected service per hour it is interrupted, up to 20 hours per calendar month.
The standard Micron21 Service Level Agreement (SLA).
We maintain absolute confidence in the fault-tolerance of our environment.
As a result, we apply our standard SLA, featuring guaranteed 99.9% uptime, to all services with a Micron21 contract.
It can be difficult to quantify service measurements in SLAs. Our up-time guarantee of 99.9% allows for the following planned and unplanned interruptions:
- Monthly: no more than 43 minutes and 49 seconds service interruption.
- Yearly: no more than 8 hours, 45 minutes, and 57 seconds service interruption.
Additionally, any support plan contracted with Micron21 is subject to a Service Guaranteed Response within a set timeframe.
Response timeframes depend on the nature of the fault lodged, and the specifics of the individual support contract. Read our Terms of Service Agreements to learn more about SLA rebates if they are applicable; client responsibilities to ensure accurate reporting of service uptime; and additional information on guaranteed responses.
The Micron21 Enterprise Service Level Agreement
In addition to providing all customers with 99.9% uptime guarantees, we offer a stricter service level agreement.
The Micron21 Enterprise SLA provides faster response times and even less allowance for service interruption.
Applied in tandem with a contracted service support plan, the E-SLA caters to enterprise-standard uptime requirements. All requests are considered high priority and high impact, and are dealt with accordingly.
Enterprise SLA plan details are as follows:
| Features | Standard SLA | Bronze | Silver | Gold | Diamond | Platinum |
|---|---|---|---|---|---|---|
| Weekday Hours | 9am - 5pm | 9am - 5pm | 9am - 5pm | 7am - 11pm | 7am - 11pm | all hours |
| Weekend Hours | N/A | N/A | N/A | N/A | 9am - 5pm | all hours |
| Public Holidays | N/A | N/A | N/A | 9am - 5pm | 9am - 5pm | all hours |
| Phone Response Time | 60 Minutes | 45 Minutes | 30 Minutes | 20 Minutes | 15 Minutes | 10 Minutes |
| E-mail Response Time | N/A | 120 Minutes | 100 Minutes | 80 Minutes | 60 Minutes | 40 Minutes |
| Rebate percent | 5% | 6.25% | 8.33% | 8.33% | 10% | 12.5% |
| Rebate hours limit | 20 Hours | 16 Hours | 12 Hours | 12 Hours | 10 Hours | 8 Hours |
| Price per month | Free | $250 | $350 | $550 | $750 | $1000 |
All prices are ex GST.