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Service Level Agreement

1. Definitions

“CloudLinux” means server side software that monitors and enforces per account resource limits including CPU, RAM, I/O usage, process count, and inode count on shared hosting environments to protect performance for all customers.

“Customer” means the person or entity who has ordered and accepted hosting services provided by Spin Design Pty Ltd.

“Economy Service” means a Legacy web hosting service provisioned under an Economy plan that is no longer offered for purchase by new customers but continues to be provided to existing customers who originally signed up for it.

“Force Majeure Event” means any event beyond Spin Design’s reasonable control as defined in the Website Hosting Terms and Conditions.

“Legacy Service” means any Economy, Business, WHM Multi, or other service added from time to time that is not currently offered for purchase by new or existing customers through any of Spin Design’s service procurement channels.

“Monthly Downtime” means the total accumulated minutes during which the Service was unavailable in a given calendar month, calculated over a standard 31 day month and determined by Spin Design’s internal and external monitoring tools.

“Premium Service” means an active shared web hosting service provisioned under Spin Design’s current Premium hosting plan.

“Service” or “Services” means any hosting product provisioned by Spin Design including shared web hosting, email hosting, VPS hosting, domain name registration, transfer or renewal, SSL certificates, DNS management, and SMS notification services.

“SLA” means this Service Level Agreement.

“Spin Design” means Spin Design Pty Ltd (ACN 95 094 058 698).

“VPS” means Virtual Private Server, a virtualised server environment with dedicated allocated resources within a larger physical server infrastructure.

“Website Availability” means the percentage of time in a calendar month that the Service was accessible to third parties via HTTP (port 80) and HTTPS (port 443), as measured by Spin Design’s internal and external monitoring systems.

2. Spin Design's Uptime Goal

Spin Design’s commitment is to achieve 99.99% Website Availability across all Services and for all Customers. To support this commitment, Spin Design maintains a fully redundant network, utilises enterprise grade hardware, implements RAID disk mirroring, and employs a range of additional technical measures to maximise uptime. Spin Design will investigate and resolve any reported downtime in accordance with the maintenance and monitoring provisions of this SLA.

3. SLA Exclusions

The uptime performance commitment under clause 2 does not apply to Website Availability reductions caused by or arising from any of the following circumstances.

3.1  Events Beyond Spin Design’s Control
Any Force Majeure Event as defined in the Website Hosting Terms and Conditions, including acts of government or regulatory authority, war, civil unrest, labour disputes, natural disasters, widespread internet backbone outages, power grid failures, cyberattacks on upstream infrastructure, and unavailability of third party services on which the Service depends.

3.2  Scheduled and Emergency Maintenance
Scheduled maintenance or emergency maintenance carried out in accordance with clause 4 of this SLA.

3.3  Customer Caused Issues
Any downtime or availability reduction caused by or arising from the Customer’s own acts or omissions, including but not limited to:

  • custom scripting, coding errors, or misconfigured applications (including PHP, CGI, Perl, JavaScript, and HTML);
  • failure to maintain plugin, theme, CMS, or application updates leading to security compromise;
  • breach of the Acceptable Use Policy;
  • CloudLinux automatically limiting or suspending the Service due to excessive resource consumption; or
  • DNS record changes made by the Customer without prior notice to Spin Design in accordance with the Website Hosting Terms and Conditions.

3.4  Third Party Software and Services
Failures, errors, or downtime attributable to third party software or platforms, including but not limited to cPanel, WordPress, Shopify, Installatron, R1Soft, payment gateway integrations, eCommerce platforms, and any other third party script, application, or service hosted or integrated within the Customer’s Service.

3.5  Network and Access Issues External to Spin Design
Outages or access issues on the broader internet, including DNS propagation delays, DNS caching, browser caching, ISP level issues, or any other factor that prevents an individual user from accessing the Service while the Service itself remains accessible to other users. SLA performance shortfalls reported solely by third party monitoring tools operated by or on behalf of the Customer will not be accepted as the sole basis for a downtime notification to Spin Design.

3.6  Email and Related Protocols
The SLA does not apply to the delivery, transmission, or receipt of email, or to the availability of email related protocols including POP3, IMAP, SMTP, and Webmail. Email delivery is subject to factors outside Spin Design’s control including recipient server configuration, spam filtering, and carrier routing.

3.7  Suspended Services
Services that have been suspended for non-payment or breach of the Website Hosting Terms and Conditions or Acceptable Use Policy are not covered by the uptime performance targets in clause 3 for the duration of the suspension.

4. Scheduled and Emergency Maintenance

4.1  Scheduled Maintenance
Spin Design will perform scheduled maintenance on its hosting infrastructure from time to time. Where scheduled maintenance requires any Service to be offline for more than thirty (30) minutes, Spin Design will provide at least forty eight (48) hours prior notice by posting details on the Spin Design website or by email to the Customer’s registered email address. Periods of scheduled maintenance are excluded from Website Availability calculations.

4.2  Emergency Maintenance
Emergency maintenance may be performed at any time without prior notice where Spin Design determines that urgent intervention is required to protect the security, performance, or stability of the hosting infrastructure. Spin Design will publish status updates during emergency maintenance via the Spin Design website or by email as soon as practicable. Periods of emergency maintenance are excluded from Website Availability calculations.

5. Monitoring and Measurement

Website Availability is determined by Spin Design’s internal and external monitoring systems, which test Service accessibility at regular intervals. Spin Design’s monitoring records are the authoritative source for Website Availability data and SLA performance assessments. Third party monitoring reports provided by the Customer may be considered as supporting evidence but are not determinative. Spin Design does not guarantee that its monitoring systems will detect every instance of downtime, and the absence of a monitoring alert does not preclude a Customer from notifying Spin Design of a suspected outage by Support Ticket or email.

6. Acceptance

The Customer accepted the terms of this SLA, together with Spin Design’s General Terms and Conditions, Customer Service Policy, Acceptable Use Policy, Privacy Policy, and any applicable Registrant Agreement, when they submitted their order for Services and that order was accepted by Spin Design.

7. Amendments

Spin Design may amend this SLA at any time to reflect changes in its infrastructure, service offerings, or monitoring capabilities. Material amendments will be notified to Customers with active Services by email at least thirty (30) days before they take effect, and will be published on the Spin Design website with the effective date and version number displayed. Continued use of any Spin Design Service after the effective date of an amendment constitutes acceptance of the amended SLA.

8. Related Documents

This SLA forms part of the Spin Design legal document suite. All of the following documents apply in conjunction with this SLA and are available at www.spindesign.com.au/terms-conditions/:

  • General Terms and Conditions (Version 2.0, 2026)
  • Website Hosting Terms and Conditions (Version 2.0, 2026)
  • Customer Service Policy (Version 2.0, 2026)
  • Acceptable Use Policy (Version 2.0, 2026)
  • Privacy Policy (Version 1.0, 2026)
  • ICANN Registrant Rights and Responsibilities

1. Definitions

1.1. “CloudLinux” means server-side software that monitors resources to ensure operation within set limits.
1.2. “Customer” means the person or entity who ordered services provided by Spin Design.
1.3. “Customer Service” means the relationship between Spin Design staff and the Customer, with the purpose of assisting the Customer with a question they have asked.
1.4. “Legacy Service” or “Legacy Service(s)” means any Economy, Business, WHM Multi or other Service added from time-to-time that is not currently offered for purchase by new and/or existing Customers through any of Spin Design’s Service procurement channels.
1.5. “Monthly Downtime” is calculated over a 31 day month.
1.6. “Service”, “Service(s)” or “Services” means any product(s) or service(s) the Customer has signed up to use. This can include, but is not limited to, any Legacy Services, the provisioning of space on one of our servers and a connection to and from the internet for web, email hosting and/or FTP services to function at the level specified in the chosen service level, domain name
registration or transfer or renewal, SSL, VPS and SMS services. These product(s) and service(s) are identified in full within the “sign up” and “service provision” emails Spin Design has sent after the Customer requests the service.

1.7. “SLA” means Service Level Agreement (this agreement).
1.8. “Website Availability” means the percentage of time in a calendar month that the Service was available for access by third parties by HTTP (port 80) and/or HTTPS (port 443), as determined by Spin Design’s internal and external monitoring.
1.9. “Spin Design” means Spin Design Pty Ltd.

2. Our Goal
2.1. Spin Design’s goal is to achieve 100% website availability across all Service(s), and for all Customers.
2.2. Spin Design maintains a fully redundant network, utilities enterprise grade Dell hardware, RAID disk mirroring and a variety of other technical implementations to achieve uptime goals.

3. Remedy
3.1. Pursuant to Section 4 and 5 below, Spin Design will issue an account credit to the Customer’s account if the website availability of the Service is less than 100%, based on the following:

a . For active Premium web hosting Service(s)

Website Availability Monthly Downtime Credit Percentage
100% to 99.9% Up to 44 minutes 0%
99.9% to 98% Between 44 minutes and 14 hours 52 minutes 15%
98% to 95% Between 14 hours 53 minutes and 37 hours 12 minutes 30%
95% to 90% Between 37 hours 13 minutes and 74 hours 24 minutes 65%
Less than 90% More than 74 hours 25 minutes 100%

b. For active Economy web hosting Service(s)

Website Availability Monthly Downtime Credit Percentage
100% to 99.9% Up to 3 hours 43 minutes 0%
99.9% to 98% Between 3 hours 44 minutes and 14 hours 52 minutes 15%
98% to 95% Between 14 hours 53 minutes and 37 hours 12 minutes 30%
95% to 90% Between 37 hours 13 minutes and 74 hours 24 minutes 65%
Less than 90% More than 74 hours 25 minutes 100%

3.2. The credit amount will be calculated on the monthly Service fee, minus any discounts, addons or licenses which have been applied. Unless specified, all other Service(s) do not offer any credit percentage for website availability that is less than 100%.
3.3. The Customer will be notified by Spin Design by email in the event of a credit being available, which must be then claimed by the Customer by replying to the email notification.

4. Exceptions

4.1. The Customer will not be entitled to any remedy under this SLA if the website availability is reduced or impaired due to any exception named in this section of the agreement.
4.2. Circumstances beyond Spin Design’s reasonable control, including but not limited to, 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, Denial of Service attacks, or failure of third party software including but not limited to cPanel, Installatron, R1Soft, RVSiteBuilder, VIPControl, eCommerce software, payment gateways, statistics or free scripts).
4.3. Scheduled maintenance or upgrades, including emergency maintenance or upgrades pursuant to Section 5 of this agreement.
4.4. DNS propagation issues outside the direct control of Spin Design.
4.5. Issues with FTP, POP3, IMAP, SMTP, SSH, cPanel or Webmail.
4.6. SLA breaches reported by third-party monitoring services belonging to or engaged by the Customer.
4.7. Customer’s acts or omissions (or acts or omissions of others engaged or authorised by customer), including but not limited to, custom scripting or coding (CGI, Perl, HTML, PHP, etc), any negligence, willful misconduct, or use of the Service in breach of Spin Design’s Terms of Service and Acceptable Use Policy.
4.8. CloudLinux making the Service unavailable due to excessive resource consumption.
4.9. Email or webmail delivery and transmission.4.10. Outages elsewhere on the Internet, DNS caching, browser caching, or any other reason that hinders access to the Service while others can still access it

5. Maintenance

5.1. Spin Design will perform scheduled maintenance at a time which is deemed suitable by Spin Design, and should it require any Service(s) to be offline for greater than thirty (30) minutes, Spin Design will post details of the scheduled maintenance at least two (2) days prior. These periods are not included in the website availability calculations.
5.2. Unscheduled maintenance will be performed as required by Spin Design. These periods are not included in the website availability calculations.

6. Acceptance

6.1. The Customer signified acceptance of this Service Level Agreement, as well as our Terms of Service, Customer Service Policy, Acceptable Use Policy, Privacy Policy and any applicable Registrant Agreement when they submitted their order to Spin Design for Services, and that order was accepted.

7. Changes

7.1. Spin Design may amend our Service Level Agreement at any time. Changes to this agreement will become effective upon their publication to our website.
7.2. Continued use of the Service(s) constitutes acceptance of the amended terms. If you do not wish to accept the amended terms, you may request cancellation of your Services) in-line with our cancellation policy found within our Terms of Service.
If you have any questions about this agreement please contact our Customer Care team via email at info@spindesign.com.au

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