1. PURPOSE

This is Galaxyinternet.com.au’s (‘Galaxyinternet.com.au’, ‘we’, or ‘our’) Server Maintenance Policy. Galaxyinternet.com.au is operated by Galaxy Internet. So, for the purposes of this Policy, ‘Galaxyinternet.com.au’ and any references to ‘Galaxy Hosting ‘, ‘we’, or ‘us’ shall mean Galaxy Internet, an Australian Entity. This Server Maintenance Policy discusses the ways in which we maintain our technology to improve and administer the Services (as defined in the Terms of Service) and how you will be impacted by those actions. Capitalised terms used but not defined in this policy have the meaning given to them in our Terms of Services.

 

2. AVAILABILITY

We offer a 99.9% uptime commitment. We will use our commercially reasonable efforts to provide the Services twenty-four (24) hours a day, seven days a week. However, in order to operate in an efficient and secure manner, servers and network equipment require routine maintenance and upgrades (‘Scheduled Downtime’) and you acknowledge that from time to time the Services may be unavailable for various reasons, including due to Scheduled Downtime or causes beyond our control. We will provide commercially reasonable advance notice to you for Scheduled Downtimes, and will use commercially reasonable efforts to minimize any other disruption, inaccessibility, or inoperability of our web servers but we are not responsible for the unavailability.

We are committed to providing a service credit for unscheduled downtime for your website or services in excess of 0.1% of the total time per month.

A credit in the amount of 5% of service fee is applied to your account for every hour your service is unavailable due to an internal network or equipment failure. Downtime must be confirmed by a staff member of our support team. Maximum service credit given will be the equivalent of a full months of web hosting on which the outage occurs, excluding fees for additional services. Submit a ticket to request a credit.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server such as the following:

  • Network conditions across the internet (outside of our network), such as between your ISP and our data center.
  • DDoS or other attacks on our servers
  • Problems with Your ISP’s network
  • Browser or DNS caching issues

Occasionally, servers and related hardware need to be brought down for routine maintenance and upgrades to ensure that our network is secure and performing optimally. We do our best to keep such incidents to a minimum and we will attempt to give you advance notice of any scheduled maintenance. These scheduled service outages do not qualify for the uptime commitment.

 

3. MAINTENANCE

Planned outages, including Scheduled Downtime, during these periods will not fall under our 99.9% uptime commitment. Galaxyinternet.com.au will make a reasonable effort to advise Galaxyinternet.com.au customers as far in advance as possible of any predicted extended outages.

 

4. DEFINITIONS

Three types of maintenance downtimes are defined:

  • ‘Routine Maintenance’ means a weekly short downtime necessary for quick updates and patches requiring reboots or restarts.
  • ‘Comprehensive Maintenance’ means a longer monthly or otherwise scheduled downtime necessary for more significant enhancements.
  • ‘Emergency Maintenance’ means a service affecting maintenance that is so severe it requires immediate attention.
  • ‘Scheduled Downtime’ includes (i) and (ii) above.
  • All the time references in this policy follow the time zone in where the server is located.

 

5. INTERVALS

The Scheduled Downtime intervals are as follows:

  1. Routine Maintenance Window (Weekly): Sunday mornings, from 12:00 AM until 5:00 AM, outages should not exceed fifteen (15) minutes unless other problems are encountered and will NOT be announced.
  2. Comprehensive Maintenance Window (Monthly or Scheduled): First Saturday evening of every month from 7:00 PM until 7:00 AM Sunday morning or otherwise scheduled and communicated to affected customers via your contact email address.
  3. Emergency Maintenance: This type of maintenance is inherently not scheduled and is only used in extreme circumstances. We will make our best effort to notify customers should this become necessary.

 

6. LIMITATIONS

This Server Maintenance Policy includes but is not limited to: (i) shared servers and accounts, (ii) reseller servers and accounts, (iii) VPS servers and accounts, (iv) dedicated servers and accounts, (v) all network equipment, and (vi) internal websites such as billing and support. Major system upgrades may require additional Scheduled Downtime.

 

7. BACKUP OF DATA

Before attempting to troubleshoot any issue yourself or engaging us to assist with Service issues, please BACKUP ALL YOUR DATA. Galaxyinternet.com.au is not responsible for any data loss or corruption, including that resulting from: (i) our authorised actions, (ii) those actions you take using the Services, (iii) hardware failures, or (iv) any software or other technology failures.

 

8. CUSTOMER RESPONSIBILITIES

The following Customer Responsibilities apply:

  1. It is the responsibility of the customer to make sure that all Services being provided on Customers Web Hosting Accounts are setup to resume operations automatically upon reboot or restart of the particular Service you have with us. Galaxyinternet.com.au will not be held responsible for any problems or service outages caused due to reboots during standard maintenance periods.
  2. We take NO RESPONSIBILITY for downtime resulting from your actions.
  3. Please contact support at Ph: 1300 797 130 for more info.