Dedicated Hosting

Payment and Provisioning

I understand that I am liable for the total of one (1) instalment of the upfront cost and one (1) instalment of the monthly cost, recurring monthly, as outlined in the ‘Payment Details’ section.

I understand that I must fax my request for cancellation in writing on company letterhead to 1300 792 306, seven (7) days prior to the end of the month should the product will no longer be required.

In the event that cancellation notification is not provided to TPP Internet seven (7) days prior to the end of the month, I agree that TPP Internet will automatically renew the product for a further one (1) month term, and continue to charge monthly instalments as outlined in the ‘Payment Details’ section of this application form.

I agree that if I am unsatisfied with the dedicated server and wish to apply for a full refund, I will fax my request for cancellation in writing on company letterhead to 1300 792 306 within 30 days of server provisioning completion. Cancellation requests received 30 days after completion of provisioning will not be accepted.

All TPP Internet Dedicated Hosting services must be paid for in advance. No Dedicated Hosting service or Optional Extra will be provisioned until payment is received.

I understand that TPP Internet will provision the dedicated server order within 3 business days once payment has been processed.

I agree that once purchased, the management of the dedicated server is the sole responsibility of the end user. TPP Internet does not provide any support/troubleshooting for the operating system nor applications installed on the server.

If you choose to pay by invoice, invoices for service renewals/monthly instalments will be issued 14 days in advance of the service anniversary date. If payment for the renewal/monthly instalment is not received by the service anniversary date TPP Internet reserves the right to suspend your Dedicated Hosting service.

Any excess charges (such as SMS message and excess data transfer charges) above the monthly payment instalment will be invoiced within the first 14 days of the month following the month that the charges were accrued. If you have chosen to pay by credit card your credit card will be automatically charged for the excess and you will be emailed a receipt. If you have chosen to pay by invoice you will be issued an invoice that is payable 7 days from date of issue. If payment for excess charges is not received within the terms outlined above TPP Internet reserves the right to suspend your Dedicated Hosting service.

All TPP Internet Dedicated Hosting service costs are quoted inclusive of GST.

Service Inclusions and Limitations

TPP Internet’s Dedicated Hosting infrastructure 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 SMS sent to your nominated technical contact 24x7. SMS notifications will be charged at $0.75 per SMS.

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 Dedicated 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:

*Standard service instalments pertain only to the base monthly fee and do not include any ‘optional extra’ fees, excess bandwidth or SMS charges.

Rebates must be claimed by the customer in writing via email to policy@tppinternet.com 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 Dedicated 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 Dedicated 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 Dedicated Hosting service.

The Dedicated Hosting service may not be used for issuing any unsolicited publicity or advertising material. Information hosted using the Dedicated 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 Dedicated 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 Dedicated Hosting service if that content or information is illegal or may threaten the continued operation of the Dedicated Hosting service.

All excess inbound traffic to the service, including VPN traffic, will be charged at $0.08 per MB. We reserve the right to charge for outbound traffic that exceeds a 5:1 (outbound:inbound) ratio at the inbound excess rate of $0.08 per MB.

TPP Internet shall retain full administrative access to any Dedicated Hosting service. If TPP Internet access is removed from a service, TPP Internet reserves the right to disable the service until such access is restored.

A single nightly snapshot of each running Dedicated Hosting service is kept. TPP Internet will arrange to restore this entire image upon request on a best-effort basis. The ‘Snapshot Retrieval’ optional extra fee will be charged for this service.

File system compression is prohibited on the Dedicated Hosting service.

TPP Internet reserves the right to require a customer to upgrade to a faster service, at our absolute discretion if performance of a service is deemed to be compromised through overuse.

The Firewall Optional Extra is only available to customers when a Dedicated Hosting service is initially ordered; these options cannot be added during the term of the service.