Service Level Guarantees
Eye Media Australia's hosting service guarantee is unmatched in Australia.
Eye Media invites you to compare our Service Level Guarantee to those provided by any other hosting provider in Australia. There is simply no comparison. Eye Media also has the simplest SLA statement of any other hosting organisation:
If your hosting uptime does not meet the guarantee level for any reason, Eye Media will refund you half of an entire month's hosting fee.
The record shows that Eye Media has never been required to make this refund in its more than 15 years hosting the most demanding websites and online applications in existence. This, more than anything demonstrates that the support and care with which we design, implement and support our hosting environment is dramatically superior to any other hosting organisation.
With Eye Media, there are none of the conditions, disclaimers or complex refund algorithms you can expect from any other hosting provider in Australia. With most other providers, even if a hosting outage is so severe that they admit liability, the complex calculations of penalty fees usually means the credit is so small as to be insignificant compared with your loss.
Eye Media recommends that you carefully read the fine print of other providers - the guarantees stated rapidly become meaningless and your hosting and security is much too important to be compromised in such ways.
Let the buyer beware...
We encourage you to read the following Eye Media blog alert from 2011 on the actual conditions built into SLA guarantees from Australian hosting providers - usually hidden several links behind the "99.99% Guarantee" headline in big print on their websites:
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Stick 'em up-time! When 99.9% really means Zero%
Eye Media was recently invited to quote for hosting with the requirement of 99.99% uptime. To achieve a cast iron guarantee of this uptime Eye Media designed a solution involved multiple servers, redundant links and automatic failover to an alternative data centre in case of catastrophic disaster.
The client advised us that they had found a cheaper alternative with a 'guaranteed 99.99% uptime' but neglected to read the guarantee conditions which had the following exclusions (translated from legal-speak).
The 99.99% uptime guarantee from this major hosting organisation did not apply if:
- there is a hardware failure
- there is a software failure
- the power fails
- the client makes a mistake
- they call it maintenance
- hackers or vandals break in
- they have some system problems
- they change our rules without notice
The result is the 99.99% guarantee allows for any amount of uptime from 0% with no penalty and no recourse by the customer.
Until this was brought to the client's attention, neither the project manager, I.T department or contracts people took a moment to look at the guarantee conditions.
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We welcome you to meet with us to explore the benefits of Eye Media Australia’s experience and passion for innovation.
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