Our websites are hosted on the Amazon AWS Cloud.
Amazon Web Services offers cloud web hosting solutions that provide businesses, non-profits, and governmental organizations with a flexible, highly scalable, and low-cost way to deliver websites and web applications.
Hosting includes a daily back up.
WWWSHOP will use its commercially reasonable efforts to avoid downtime for 99.9% of the hours calculated as an average over each calendar year.
This guarantee excludes hours for maintenance and general server software updates in-line with our other commitments regarding the maintenance of back-ups and versions of operating and application software of up to 4 hours per month.
Where necessary these outages will be in off-peak Australian hours and we will provide a minimum of 48 hours notice by email of any such outages.
WWWSHOP will pro-actively monitor packet loss and latency and where we discover, either from its own efforts or after being notified by the customer that there is in excess of 5% packet loss or transmission latency in excess of 150 milliseconds round-trip based on our measurements we will use all reasonable endeavors to determine the source of the packet loss or latency to correct the problem.
We undertake to provide a 4 hour response to all help requests received from a nominated person in your organisation. This response will include details of the extent of the problem, outage or error and an estimated time of resolution.
We have set up an email address email@example.com that is received by our key staff and receives the response priority outlined above.
Telephone support will be provided between 9AM and 5PM Monday to Friday.