E Connection Pty Ltd Service Level Goals

These service level goals apply to hosting and domain services provided by E Connection Pty Ltd A.B.N. 94 091 267 364 under the domain name of either "" or "" these goals may also apply to services offered by E Connection on web sites hosted by third parties. If so, express reference to this statement will be made on those web sites.

Unlike some other hosting companies, E Connection Pty Ltd sets a goal to make every customer a return customer. We believe that this can only be done through a friendly level of personal service combined with some of the highest-quality, best-performing components available. Our web hosting services reside on IBM Flex x240 Blades and Dual Intel Octa Core Xeon® platform, boasting 256 GB DDR3 EEC RAM and utilizing hardware RAID 10 SAN.
These servers reside in a secure Sydney Datacentre which has bandwidth provided by Telstra, MCI/Verizon and NTT/Verio. This Datacentre also incorporates enterprise-grade Cisco switches/routers and management of most physical services from power to air temperature.
At times we may chose that it would be better for us to host your services with a third party server, if this is the case, we will still manage all of your services and will even provide support for them. We normally would only do this if we believe it would be of benefit to you. An example of this may be if you receive a huge amount of e-mails every minute, we may select a third party which specializes in mail services to better support you. E Connection Pty Ltd prides itself on overall customer satisfaction, and as such is very careful with any third-party suppliers it uses. We will also continue to provide an interface which gives you control over your entire suite of services.

Uptime Goal
E Connection Pty Ltd strives to maintain a 99.8% network and server uptime service level. This uptime percentage is a monthly figure, and is calculated solely by our monitoring systems or authorized/contracted outside monitoring services. If we fail to meet our 99.8% uptime goal, and it is not due to one of the exceptions below, we may choose to make credits available to each client, upon request, on a case by case basis.
E Connection Pty Ltd does not credit a full month's service for minor downtime. "Partial refunds for partial downtime" is our standard policy. Details on how credit amounts are calculated can be found below. We are not in anyway required to provide credits for any service outages, if a credit is paid; it is to maintain our high level of customer satisfaction. No other form of reimbursement will even be considered.

Customer shall not receive any credits in connection with any failure or deficiency of the Provider's network caused by or associated with:
• Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, "Acts of God" (, flood, earthquake, tornado, etc...), strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of our services
• Telco Failure (ie...Telstra cutting a fiber line somewhere)
• Backbone peering point issues
• Scheduled maintenance for hardware/software upgrades
• Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). E Connection Pty Ltd utilizes only name brand hardware of the highest quality and performance.
• Software bugs/flaws (Expolits and bugs may develop that cause security issues or downtime)
• DNS issues not within the direct control of E Connection Pty Ltd
• Network floods, hacks, attacks from outside parties or individuals
• Failure or error of any monitoring or measurement system
• Client's acts or omissions, including without limitation, any negligence, willful misconduct, or use of the Provider's service(s) in breach of the Provider's Policy and Service Guidelines (AUP), by Client or others authorized by Client.

E Connection Pty Ltd's goal is to make the network available to the Client free of outages for 99.8% of the time. An "outage" is defined as an instance in which Client is unable to transmit and receive IP packets due to service failure for more than 30 consecutive minutes, excluding service failures relating to scheduled maintenance and upgrades.

E Connection Pty Ltd will periodically monitor the network and server availability using software and hardware components capable of measuring application traffic and responses. Client acknowledges that such measurements may not measure the exact path traversed by Client's internet connection, and that such measurements constitute measurements across E Connection Pty Ltd's network but not other networks to which Client may connect. E Connection Pty Ltd reserves the right to periodically change the measurement points and methodologies it uses without notice to Client.

Hardware Failure:
Faulty hardware is rare, but cannot be predicted nor avoided. The network utilizes only name brand hardware of the highest quality and performance. All faulty hardware affecting performance levels of equipment will be replace, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected urgently. E Connection Pty Ltd utilizes hardware from another organisation which provides a Service Level Agreement of 99.9 uptime.

Credit requests must be made to the E Connection Pty Ltd's Support Department, by emailing Each request in connection with network/server outages/downtime must be received by the Provider within five days of the occurrence. Upon Client's request (in accordance with the procedure set forth below), E Connection Pty Ltd may issue a credit to Client for network/server outages/downtime occurring during any calendar month that is reported by the Client to E Connection Pty Ltd and confirmed by the our measurement reporting. Such credit will be equal to 6 hours service extension for every 30 minutes of network outage/downtime to be credited at the end of the period paid.

E Connection Pty Ltd makes no claims regarding the availability or performance of the network or servers we use.

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