Service Levels
With some of the most redundant power, cooling, and network infrastructure in Australia, we provide a commitment to uninterrupted service.
Any contracted service provided by Micron21 – whether hosted, virtual, or physical – will be guaranteed a 99.9% uptime. Our standard Service Level Agreement warrants that if a service is down, and drops below 99.9% uptime, we rebate 5% of the cost of the affected service per hour it is interrupted, up to 20 hours per calendar month.
The standard Micron21 Service Level Agreement (SLA).
We maintain absolute confidence in the fault-tolerance of our environment.
As a result, we apply our standard SLA, featuring guaranteed 99.9% uptime, to all services with a Micron21 contract.
It can be difficult to quantify service measurements in SLAs. Our up-time guarantee of 99.9% allows for the following planned and unplanned interruptions:
- Monthly: no more than 43 minutes and 49 seconds service interruption.
- Yearly: no more than 8 hours, 45 minutes, and 57 seconds service interruption.
Additionally, any support plan contracted with Micron21 is subject to a Service Guaranteed Response within a set timeframe.
Response timeframes depend on the nature of the fault lodged, and the specifics of the individual support contract. Read our Terms of Service Agreements to learn more about SLA rebates if they are applicable; client responsibilities to ensure accurate reporting of service uptime; and additional information on guaranteed responses.
The Micron21 Enterprise Service Level Agreement
In addition to providing all customers with 99.9% uptime guarantees, we offer a stricter service level agreement along with our Customer Care support plans.
The Micron21 Enterprise SLA provides faster response times and even less allowance for service interruption.
The E-SLA caters to enterprise-standard uptime requirements. All requests are considered high priority and high impact, and are dealt with accordingly.
Enterprise SLA - Response Times
| Priority | Incident description | Measurable outcome | Rebate rate | Target service level |
| Per hour | ||||
| 1 | Critical: | |||
| Total of major failure of a device or devices or software impacting on a large number of authorised users and having critical impact on Customer’s business: | Response within 30 service minutes; | 3% | 95% | |
| Resolve within 8 service hours; | ||||
| 3% | 99.90% | |||
| 2 | High: | |||
| Partial failure of the devices or software impacting on multiple users, or the impact is significant to Customer | Response within 60 service minutes | 2% | 95% | |
| business operation or; | ||||
| An issue which reasonably has potential to be a priority 1 issue if not resolved within the periods allocated to the priority 2 issues, or; | ||||
| Work-around may be available for any device, application or software. | ||||
| Resolve within 8 service hours | ||||
| 2% | 99.90% | |||
| 3 | Moderate: | |||
| Impact is moderate and affects a small number (less than 10% of the total number of Customer users) or proportion of Users or; | Response within 120 service minutes | 1% | 95% | |
| Work-around, in most cases is available | ||||
| Resolution within 32 service hours | 1% | 95% | ||
| 4 | Low: no impact to the user and work-around in available; or | |||
| general inquiry or request for general information | Response within 4 service hours | 1% | 95% | |
| Resolution within 64 service hours. | ||||
| 1% | 95% | |||
| Service Request: | ||||
| All requests in relation to issues falling outside the scope of the Services will be given this priority. | Resolved within 80 service hours or the parties agreeing to terms on which the relevant Services will be provided. | 0% | 100% | |
| Includes requests in relation to new projects, potential devices or Software, or new users |
Enterprise SLA - Uptime
| Priority | Incident description | Measurable outcome | Rebate rate | Target service level |
| Per hour | ||||
| 1 | ||||
| Critical: | ||||
| Total of major failure of a device or devices or software impacting on a large number of authorised users and having critical impact on Customer’s business: | Resolve within 8 service hours; | 3% | 99.99% | |
| 2 | ||||
| High: | ||||
| Partial failure of the devices or software impacting on multiple users, or the impact is significant to Customer | Resolve within 8 service hours | 2% | 99.90% | |
| business operation or; | ||||
| An issue which reasonably has potential to be a priority 1 issue if not resolved within the periods allocated to the priority 2 issues, or; | ||||
| Work-around may be available for any device, application or software. | ||||
| 3 | ||||
| Moderate: | ||||
| Impact is moderate and affects a small number (less than 10% of the total number of Customer users) or proportion of Users or; | Resolution within 32 service hours | 1% | 99.90% | |
| Work-around, in most cases is available | ||||
| 4 | ||||
| Low: no impact to the user and work-around in available; or | Resolution within 64 service hours. | 1% | 99.90% | |
| general inquiry or request for general information | ||||
| 5 | Service Request: | |||
| All requests in relation to issues falling outside the scope of the Services will be given this priority. | Resolved within 80 service hours or the parties agreeing to terms on which the relevant Services will be provided. | 0% | 99.80% | |
| Includes requests in relation to new projects, potential devices or Software, or new users |
All prices are ex GST.
