Hosting Service Levels
AUM Infotech Provides Customer Support - When You Need It
AUM Infotech's mission is to provide you with a secure hosted eCommerce environment and which conforms to local and international usage conventions and requirements. We provide real support from our people who are based in Australia. We do not accept all types of content and may remove content which we feel is illegal or contravenes our Terms, Conditions and Usage Policy .
We have many roles that we have to fulfill for our customers and sometimes we have to make decisions and assign priorities to questions, tasks and problems.
We run two key internal systems that help us manage and track what we are doing: our Customer Relationship Management System (CRM) and our Problem Tracking System. Sometimes our staff will ask you questions to ensure that we know who we are talking to and what website you run. We have a Privacy Policy which guides what we do with your information.
Our Service Level Priorities
Level 1 Critical (highest) - Resolving a fatal problem in a live and production website, AUM Infotech provided service and systems.
Level 2 High - Resolving a problem in a live site or AUM Infotech provided service that does not stop the site or service from running but may restrict functional operations.
Level 3 Medium - Resolve or respond to a question or problem from a customer who is still in a site development mode or has not gone live. Response to a question related to a non-critical AUM Infotech provided service.
Level 4 Low - Respond to questions not related to developing a site or a live site - there may be questions relating to usage or external services that do not directly impact an AUM Infotech provided service.
What we will do
Once you have notified us of a problem AUM Infotech support management will assign a priority and escalate the problem to be diagnosed. If the problem is the result of a technical fault AUM Infotech will resolve the problem and notify you that it has been resolved.
If AUM Infotech cannot recreate any problem which is notified to us we may ask you for further information.
AUM Infotech cannot be held responsible for outages in external services such as payment gateways, logistic providers, email and domain providers or marketing services and portals. AUM Infotech will endeavour to identify the source of the outage or problem.
If a problem is a result of a user's error or omission, AUM Infotech will either resolve the problem or pass it to your information for you to rectify the problem yourself. If we are asked to resolve a user content or work-related problem it may be a chargeable item at the discretion of AUM Infotech management.
AUM Infotech will not be responsible for the impact of any 3rd party code or script that has been added to the website. These may include JavaScript (JS) code and other similar code snippets provided by external sources.
In general AUM Infotech will not charge to resolve user-notified support requests which originate via our web-based support system either by email to support@aushops.com.auor by the support ticketing system which can be found at support@aushops.com.au.
ePages Usage and Content
ePages software used in our eCommerce hosted environment is in general a do it yourself system and requires a minimum level of technical skill.
We do expect our customers to be competent in the ePages system.
We run regular training courses for a small fee and we will run specific training for you if requested.
The ePages Administration (back office) has extensive help text with a help icon on each tab.
There is also a very comprehensive manual in PDF format which we send to you or you can download it from the Help Menu in the Administration of your store.
There are video tutorials available at the ePages YouTube Video channel and also accessible via the Help Menu in the Administration.
Resolution of problems created by a customer may a chargeable item and we may charge our support staff's time when it is used to resolve problems that are not ePages technical errors or are arising out of incorrect use of the ePages system. Help is always available in the Help menu and the provided manual or the FAQs on the AUM Infotech website.
Times of Operation
AUM Infotech's office operates Monday - Friday from 8:30AM - 5:30PM (AEST) Monday to Friday excluding gazetted public holidays. Our offices are closed on Saturdays, Sundays and Public Holidays. We do monitor all our servers and websites constantly and will ensure that any issues are quickly resolved.
Our Web-based support service at support@aushops.com.au is monitored and we will review any requests and act on any Level 1 requests as soon as possible.
Support Calls and Actions
AUM Infotech will only provide email only or online support. Which means all the support required for merchant needs to send email at “support@aushops.com.au” and it will be responded withing 24 hours.
AUM Infotech will contact you if needed in critical situations or further information needed to resolve support requests.
Virtual and Dedicated Server Support
AUM Infotech manages and maintains all VPS (virtual servers) and Dedicated servers as part of our support and service agreement. Generally each customer may have a Service Level Agreement (SLA) if there are specific activities that are required outside of the statement of work as agreed at the start of the agreement period. Where a specific server level agreement is not in place then the services will be in accordance with our Service Level Agreement for Dedicated and Virtual Provate Servers (VPS). All support calls for VPS or Dedicated servers should be placed via email to support@aushops.com.au. Changes to servers are chargeable at our standard service rates in minimum increments of 15-minute intervals. Changes requested during normal business hours will be completed as soon as possible within the same business day if available time permits. AUM Infotech will provide an estimated time to action changes and notify the customer on completion.
Work requests - Work Orders and Statement of Work
Customer requests for any development, modifications, maintenance or content management will be undertaken based on a signed Work Order or Statement of Work which will determine the work to be done and the time frame. Work will commence based on the conditions agreed in the Statement of Work or Work Order.
Service Agreements
AUM Infotech can provide a Service Agreement to you if you want ongoing assistance in the building or management of your website. AUM Infotech can provide a proposal which outlines the scope of the Service Agreement based on your business requirements.
ePages has been specifically designed to operate as a Do-It-Yourself (DIY) system. We would recommend a Service Agreement only if your site will be large or complex. If you would like to discuss a Service Agreement then please contact sales@aushops.com.au.
In general we cannot guarantee the correctness of user modifiable content. The website or online store content is always the ultimate responsibility of the user.
Service Levels and Availability
AUM Infotech Cloud Shops are hosted in a fully secure and PCI accredited hosting centre, and in high available environment with redundant infrastructure. We will in general guarantee in excess of 99% availability. We cannot guarantee any level of availability unless all aspects of the website are managed by AUM Infotech including the ePages website, domain name, domain name server and any functional pages incorporated in the website not using ePages. Outages in domain names, emails or domain name services that are not managed by AUM Infotech will not be considered an AUM Infotech issue.
Cloud hosted email packages from AUM Infotech are provided by a third party, AUM Infotech will work with that provider in the event of an outage however AUM Infotech cannot provide any guarantee of availability or service above the levels provided by the external service provider.
Website failures may be caused by issues outside of our control. If you have the website Domain Name Service with an external or alternative provider we cannot guarantee or take responsibility for the availability of the access to the domain name or email.
Service Level Summary
Minimum 99% availability calculated on a monthly basis
Monitored 24 / 7 with alerts to AUM Infotech support
Fully managed – AUM Infotech maintain all the operating and application environment
Australian hosted – all data is hosted and maintained in Australia
Low contention rate for hardware
Full live virtual server backup daily with 14-day cyclical retention
Quarterly PCI vulnerability scans
Security Violations, Hacking and Denial of Service Attacks
AUM Infotech maintains a distributed denial of service (DDOS) mitigation service that will block DDOS traffic from entering our system. AUM Infotech reserves the right to immediately remove from internet access any website, domain name or IP Address that is considered to be the cause of, or target of, a malicious attack. We will notify the website operator or owner as soon as possible, and if possible prior to the disconnection. We will work with the site owner to restore service as soon as is practical.
In the event of a major Distributed Denial of Service (DDOS) attack or if we consider that there is a substantial risk arising from malicious activity we may suspend access to the entire hosted environment or parts of the environment in order to protect user information and stabilise the environment.
AUM Infotech will suspend any website that is in breach of Australian laws.
Any website which is found trying to expoit the system or use malacious code, plug-ins or software may be closed without notice.
Backup and Disaster Recovery
AUM Infotech backup all servers and data that sre maintained in the data centre. Daily backup are taken at a point in time when there is least traffic in the system. Backup files are stored onsite as well as offsite and are managed by our data centre provider. Our backups are done for disaster recovery purposes.
If you are making volume content changed then we recommend that you take a local copy of your data by exporting content. This can be done at Content / Categories menu >> Import / Export.
Monitoring Servers and websites
We have a number of different levels at which we monitor our environment and our customers websites. We operate from a secure data center which are both manned 24 hours a day all year round. We run a monitoring system which alerts us when we have problems wiith our servers and need to take any actions. If you find that your site is not performing well or your site's visitors find some problem then please let us know as we cannot look at every site all the time.
If you notify us of an issue please try to provide as much information as possible. In this situation more is better. The best way to get the information to us is by email to support@aushops.com.au. You will find a support link on every one of AUM Infotech's own websites.
We want all of our customers to be successful we aid this by providing efficient support service which is focused on the priority levels we set and timeliness of problem resolution. We ask your assistance by providing as much information as possible in the event of a problem arising and by using the tools available to you.
Software and Upgrades
AUM Infotech uses a variety of software systems in the operation of the servers and the systems that our customers use. We reserve the right to patch or upgrade the version or release of any software and will provide notification of change where it impacts customer access, functionality or user interfaces. AUM Infotech will endeavour to provide a minimum of seven (7) days notice prior to an upgrade that will impact customers. The upgrades will be carried out after core business hours where customer systems will be less impacted. This will generally be a window from 10:00PM to 5:00AM AEST.
Changes to software or systems that are critial to operational security may be completed without notice.
AUM Infotech will not disclose any information regarding the security of systems, software or data bases.
Bandwidth Utilisation - Hosted Cloud Packages
Every hosted store package that is available from AUM Infotech Stores Plus comes with an unlimited capacity bandwidth allocation. This means that we do not limit the amount of traffic (visitors) that can access your store by the package type. We do however set a review limit to ensure that your store does not get affected by crawlers, bots or DOS attacks. These can also cause an impact on the other users of the system and other stores. You will be notified if the bandwidth usage of the store exceeds 90GB in any month and we will limit access if it exceeds 60GB. It is unusual for even large online stores to use bandwidth of that magnitude and so we use that as one indicator to help us protect your stores and other stores in the system.
Bandwidth allocations for Virtual Private Servers (VPS) and dedicated servers will vary by package and you will find the information available in the package descriptions and service level agreement or work order.
Where a hosted store package regularly exceeds the average bandwidth usage for that package type by more than 500% (5 times the usage) in any given month AUM Infotech reserves the right to restrict the bandwidth allocation to the store by limiting the speed and may request the store owner to upgrade to a higher store package size. Any individual online store that by greatly exceeding normal (average) utilisation or that is believed to be the target of malicious activity, or creating malicious activity, may be restricted or closed by AUM Infotech until the cause of the issues has been resolved.
AUM Infotech will reserve the right to charge the store owner for work undertaken to rectify issues that resulted in undue bandwidth usage created by the online store.
Thank You
AUM Infotech Team