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.

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