Dedicated VM Hosting - Inclusions & Limitations

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Service Limitations

• The Service is managed in good faith and to the best of our ability for availability, performance and security.
• The Service is monitored by our monitoring systems 24x7. The monitoring of the Service includes notifications by email and optionally by SMS, pager or fax. Notifications can be sent to you 24x7, Extended Hours, Business Hours, or not at all as you choose.
• The monitoring of the Service includes up to 15 SMS, pager or fax messages per month per service, after which a 50c/message ex. GST fee applies.
• Non-intrusive methods are used for monitoring the standard functions of your Service including standard Internet services such as SMTP, and SNMP-based process checks. The frequency of the checks is approximately every 5 minutes. This can be tuned to be less often as you wish. Custom testing can be engineered on request at extra cost.
• We will respond to monitoring incidents included in the Managed Service as defined in Service Inclusions and Limitations according to our standard response times. Work performed outside these inclusions or coverage times at your request incurs our standard Professional Services rates.
• As part of your Service, you must nominate one or more Technical Contact(s). Change Requests must come from, and Incident and other reporting and liaison will be sent to Technical Contact(s). Changes to your nominated Technical Contacts must come from another nominated Technical Contact or the Contact who signed the Agreement in writing, and a phone call to our recorded details for that contact will be made to verify the request.
• Change Requests will be fielded during Business Hours and commenced within 1 Business Day of your lodgement of a request for change in writing via email or fax from your Nominated Technical Contacts.
• Our maintenance window is 00:00 - 03:00 AEST Thursdays each week. During this time our monitoring, reporting and customer access systems may be unavailable for short periods.
• Emergency scheduled downtime may occur for security reasons. Due to their nature minimal notice may be given for such events. We endeavour to minimise such occurrences.
• Our SLA for the Hosting Service is 99.995%, as measured over any 12 month period, and does not apply to any Scheduled Downtime or Customer Initiated downtime. The SLA covers Host Availability (that the Dedicated Virtual Machine is up and available to the Internet) and covers those aspects of the Hosting Environment (servers, routers, firewalls, switches, storage and Internet connectivity) that are in our exclusive control. It does not cover any services running on the Dedicated Virtual Machine itself.
• Service rebates will be provided in accordance to the following scale of actual delivered Availability:
     a. From 99.99% to less than 99.995% : 25% of one months' Hosting Service Base Fees
     b. From 99.9% to less than  99.99% : 50% of one months' Hosting Service Base Fees
     c. Less than 99.9% : 75% of one months' Hosting Service Base Fees
  Hosting Service Base Fees pertain only to the base monthly plan fee and do not pertain to any additional pre-purchased or excess bandwidth, SMS charges, professional services charges, software rental charges, or any other add-on or on-sold service fees.
• Service rebates must be claimed by the Customer in writing via email to support@bulletproof.net within sixty (60) days of the end of the claimed 12 month period. Only one claim per 12 month period may be made. 12 month periods may not overlap.
• In the event of a failure of the Co-location Facility that prevents us from providing the Hosting Service, we will make reasonable commercial efforts to work with the providers of the Co-location Facility to find the cause, to notify you of the nature and cause of the failure, and to have the supplier(s) of the Co-location facility rectify the failure in a timely manner. Co-location facility means the site providing physical access and security, electrical power, fire prevention and retardation, air-conditioning to within specified hardware requirements of the Hosting Environment for the Service, and rack space sufficient to house the Hosting Environment, as supplied to us by third-party suppliers.
• We will make reasonable commercial efforts to prevent security breaches in the Hosting environment that provides the Hosting Service in terms of local network, operating system, and hardware that is in our exclusive control. You will be responsible for any and all security for your particular application, data or services that are hosted with or transmitted from the Hosting Service.
• The Hosting Service may not be used for issuing any unsolicited publicity or advertising material.
• Information hosted using the Managed Hosting Service must be in accordance with the Broadcasting Services Act 1992 as amended (1999) with respect to Internet Censorship and proof-of-age requirements. We comply with the Internet Industry Codes of Practice. Accordingly, we may ask you to remove information from or cease transmitting information using the Hosting Service if instructed to do so by the Australian Broadcasting Association. This action is known as a "Take-Down Notice".
• We reserve the right to request the removal of content from, and the cessation of transmittal of information using, the Hosting Service if that content or information is illegal or may threaten the continued operation of the Hosting Service.
• All inbound traffic to the service, including VPN traffic, is chargeable. We reserve the right to charge for outbound traffic which exceeds a 5:1 outbound:inbound ratio at the inbound excess rate.
• Bulletproof shall retain full administrative access to any hosted service. If Bulletproof access is removed from a service, Bulletproof reserves the right to disable the service until such access is restored.
• A single nightly snapshot of each running Virtual Machine is kept. Bulletproof will restore this entire image upon request on a best-effort basis.
• Patch Management of Managed Hosting services is for vendor-supported Operating Systems only. The timing and priority of the patch application is subject to the risk of the security vulnerability as assessed by us and at our absolute discretion.
• For Custom Patch Management, the time that a patch will be applied will be liaised with the customer to minimise business impact, notwithstanding the above security assessment. You are responsible for testing of patches in your test environment before their application to your production systems, where applicable.
• File system compression is prohibited on the Dedicated VM Hosting service.
• Bulletproof reserves the right to require an upgrade to a faster service or to Managed Dedicated Hosting, at our absolute discretion.
• Database server management does not include Database Administration (DBA) services. DBA services can be arranged through a Bulletproof partner if desired.
• Running, correctly configured and updated antivirus software is mandatory on the Hosting Service. Enterprise-grade antivirus software is provided by Bulletproof on a best-effort basis with the service.

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More Information

• General Terms and Conditions