Service Level Agreement

This SLA applies to our normal WebHosting Services only.
Please contact Quost/OnLineTour: http://www.quost.com.au/contact.html for individual SLA's for Dedicated Server or Server Administration Servers.
Special Plans and other special offers are not covered by this SLA.

Set-up Satisfaction Guarantee:
Quost/OnLineTour guarantees that all new WebHosting accounts will be set-up and configured within 24 hours. The 24-hour set-up guarantee applies only to normal WebHosting accounts, and not to any WebHosting accounts with special requirements or to Dedicated Server or any other accounts.
The 24-hour set-up period starts when payment for the new order clears into Quost/OnLineTour's bank account.
If a new WebHosting account is not set-up within 24-hours, the Customer will be entitled to a credit equal to the cost of 1-month’s WebHosting fees.
Customers must notify Quost/OnLineTour within 7-days of Account Activation if they wish to claim a service credit.

Grace Period Guarantee:
All WebHosting Customers will have a 7-day grace period, where they may cancel their account if their WebHosting package is not set-up to their satisfaction.
If a Customer terminates their account during the 7-day grace period, all monies paid to Quost/OnLineTour will be refunded.
Customers must notify Quost/OnLineTour within 7-days of account activation indicating why their WebHosting Account is not configured to their needs, and if Quost/OnLineTour determine that is not possible to satisfy the Customer’s requirements a full refund will be provided.

30-Day Satisfaction Guarantee:
Quost/OnLineTour guarantees all services with a 30-day satisfaction guarantee. If the Customer is not completely satisfied with the service, level or type of service provided by Quost/OnLineTour within the first 30 days, the Customer may cancel the remainder of the contract without any further recourse or amounts due.
This 30-day satisfaction guarantee applies to all WebHosting and Dedicated Server accounts.
Customers must notify Quost/OnLineTour within 30-days of account activation, if they wish to terminate their Account.
Set-up fees and first month fees are non-refundable.

Service Availability Guarantee:
Quost/OnLineTour offers a 100% uptime guarantee on WebHosting services, Dedicated Server and other services are subject to individual uptime guarantees.
If an interruption of network service causes a complete failure to a Customer’s WebHosting services, the Customer may be eligible for a service credit.
Service Uptime Compensation:
If Quost/OnLineTour’s WebHosting services suffer a complete failure, that lasts 30-minutes or more, the Customer will be entitled to a service credit equal to 1% of the monthly recurring fee.
For each additional 15-minute complete failure to the Customer’s WebHosting services, an additional 1% service credit is available.
Service Credit Limitations:
Up to 50% of the monthly recurring fee may be credited to the Customer’s account as part of the Service Availability Guarantee.
Credits are not available to Customers who are in arrears on their billing/payments.
Service Credits will be adjusted as a credit on the next invoice.
Credits will not result in any monies paid by Quost/OnLineTour directly to the customer.
Requests for Service Credits according to the Service Availability Guarantee must be made within 7-days of the service failure.

Service Level Agreement Limitations:
Service Uptime is measured as traffic routing into and out of Quost/OnLineTour's WebHosting servers and related equipment through the internal network and out to Internet carriers.
Quost/OnLineTour does not guarantee connectivity to any specific third party network or carrier and is not liable for connectivity problems caused by third party or intermediate carriers.
Service interuptions due to Scheduled Maintenance (notified and un-notified) and/or Server or Network Upgrades are not covered by the uptime guarantee.
Credits will not be available if the service failure is due in any way to the Customer’s actions or use of services provided.
Quost/OnLineTour will not be liable to any extent for interruption, restriction, inoperability or malfunction of any Services, which is not caused solely by a breach of guarantee as set forth in this Document
Quost/OnLineTour will not be liable for service failure if such failure is due to external circumstances beyond its reasonable control. This includes, but is not limited to, acts of any governmental body, war, acts of terrorism, insurrection, sabotage, embargo, fire, flood, strike, unavailability of interruption in telecommunications, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Services.
Quost/OnLineTour agrees to exercise reasonable care to prevent such breach of guarantee; however, under no circumstances will Quost/OnLineTour be held liable for any financial or other damages due to such interruptions, failure of service or breach of guarantee.
Under no situation will Quost/OnLineTour be liable to a Customer or any other person for any special, incidental, consequential or punitive damages of any kind, including, but not limited to, refunds of fees, loss of profits, cost of cover, loss of income or cost of replacement services.

If you have any questions, queries or concerns about the Service Level Agreement, please contact Quost/OnLineTour: http://www.quost.com.au/contact.html