Service Level Agreement

Definitions

In this document, the following words have these meanings:

• "Ozot", "We", "Us", "Our" means Ozot (ABN 57 619 004 009).
• "You", "Your", "Customer(s)", or "User(s)" means a Subscriber to the Service(s).
• "Sub-User(s)" means a user of the Subscriber's local area network who is not the Subscriber.
• "Service(s)", "Subscription(s)" means any product or service the Customer has ordered for use.
• "TaC" means the Terms and Conditions.
• "SLA" means this Service Level Agreement.
• "AUP" means the Acceptable Use Policy.
• "Agreement(s)" means the TaC, SLA, AUP, and Privacy Policy, collectively.
• "Website" means ozot.com.au.

General

Our Service Level Agreement is best-effort. We want every customer to have the best possible experience, and we understand that unexpected technical issues can arise. We will make every reasonable effort to resolve issues as quickly as possible, including working with third parties where required.

Maintenance Procedures

Where possible, we will notify customers of scheduled maintenance by email at least 24 hours in advance. We reserve the right to carry out emergency maintenance without prior notice where necessary to protect the security and integrity of our Service(s).

Exclusions

The following are excluded from this Service Level Agreement and from our uptime/downtime calculations:

• Scheduled maintenance, which may result in the Service(s) being unavailable for a period;
• Emergency maintenance, which may result in the Service(s) being unavailable for a period;
• Events beyond our reasonable control, including acts of government, war, terrorism, or severe weather (such as fire, flood, earthquake, lightning, or cyclone), and malicious attacks including distributed denial-of-service attacks, worms, trojan horses, viruses, and vulnerability exploits;
• Outages caused by faulty third-party software or equipment beyond our control, including vendor equipment, patches, or updates, or by a third party's network infrastructure being faulty or under scheduled maintenance; and
• Outages caused by problems within your network, including:
  1. your local area network;
  2. software provided by you;
  3. anything inside your internal network, including firewall configuration, internet bandwidth, workstations, servers, or software; or
  4. outages elsewhere on the internet that affect access to your Service.

We are not responsible for Service issues arising from network infrastructure outside our control.