Managed Infrastructure and Hosting
Service Level Guarantees

Every Managed Dedicated Server has a Service Level Agreement (SLA) and rebate commitment

Macquarie Hosting's Service Level Agreement is made up of three components:

• Server availability - % Uptime guaranteed during the committed hours per the level of agreement
• Guaranteed response time – the maximum time before you are informed of an issue.
• Guaranteed Time to Repair - Guarantee that server will be fixed - not just a guaranteed time that an engineer with spares will be available on site, as many other vendors offer

Three levels of SLA are available to suit your choice of server support and budget:

• First Class – For those requiring the highest level of uptime 24x7x365
• Business Class – For those requiring the highest level of uptime during business hours i.e., 8am-6pm AEST.
• Entry Class – For those who can afford some downtime i.e. next business day repair.