Service Level Commitments - Web Building, Management or Hosting Services
If Australian Community Media is providing web building, management or hosting services as part of the Services under the Purchase Order, the following additional service level terms will apply and operate to the provision of the Services alongside the standard Australian Community Media–Terms & Conditions that form part of the Purchase Order.
Australian Community Media’s website products are built using an advanced content management system (CMS) incorporating measures and safeguards to ensure, so far as is reasonably possible, a customer’s website is always available for either viewing or updating. Australian Community Media uses multiple data centre redundancies and host websites using Amazon Web Services and Cloud Front.
In consideration of the Service fees and subject to the Liability Limitations under the Purchase Order, Australian Community Media will use all reasonable endeavours to ensure that the material elements of the Customer’s website will be available at least 99.90% (Uptime Service Level) across the calendar month except where unavailability results from (a) any failure or malfunction in relation to any device or equipment, any software or power supply outside of Australian Community Media’s control, unless caused by Australian Community Media’s negligent act or omission; (b) the Customer’s act or omission or that of a person under the Customer’s direction or control; (c) scheduled maintenance; (d) a requirement, direction or any other order issued by an authority with jurisdiction over the service; or (e) unauthorised or illegal access by any third party to the systems used to provide the services including hacking, cracking, virus dissemination and denial of service attacks.
If the Customer believes the Uptime Service Level has not been met, it must notify Australian Community Media within 30 days providing details of the period when the Customer’s website was unavailable. Australian Community Media will investigate the Uptime Service Level for the period referred to in the Customer’s notice and if Australian Community Media determines that the Uptime Service Level has not been met, then it will waive the monthly website fee payable by the Customer for the relevant month that the Uptime Service Level was not met.
Website Maintenance
Australian Community Media conducts periodic maintenance and upgrades to the website CMS. These are planned outside of regular business hours. Australian Community Media may also conduct critical maintenance during regular business hours if there are issues affecting the availability of the Services. Maintenance is undertaken without notification to the customer.
Limitations
Australian Community Media shall have no liability to Customer with respect to circumstances outside the reasonable control of Australian Community Media, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Services.