DWS Policy Menu
Terms of Service
Discover Web Solutions (DWS) Terms of Service outlines the standard terms and conditions for the supply of hosting services offered. Use of services supplied by DWS constitutes acceptance and agreement with these Terms of Service.
DWS offers a 99.8% Network Uptime Guarantee for Shared & Dedicated website hosting, email transport and VPS Services. If your service has network downtime that extends outside this guarantee, a service credit to your account can be issued as per the following table:
99.8% – 100%
Downtime Allowed – 1 hr 28 mins
Standard SLA – 0%
99.5% – 99.8%
Downtime Allowed – 3 hrs 40 mins
98.5% – 99.4%
Downtime Allowed – 10 hrs 59 mins
97.5% – 98.4%
Downtime Allowed –18 hrs 18 mins
96.5% – 97.4%
Downtime Allowed – 25hrs 37 mins
Downtime above – 26 hrs 21 mins
Network downtime does NOT include planned maintenance, incoming or outgoing DOS or DDOS attacks, or issues connecting to the service via third party software. Customers will always be notified of a planned maintenance occurrence, usually scheduled well out of standard Australian business hours. Connection issues brought on by customer changes made to hosting configuration are also excluded from the guarantee.
Approval of refunds or credit is at the discretion of DWS dependent upon justification provided. The uptime of a service is defined by the reported uptime by our monitoring service (60 second polling) for a given month. To request a credit to your account, please contact our support desk at firstname.lastname@example.org. All requests must be made in writing.
Uptime and SLA credit is calculated on a monthly basis.
Setup fees, Domain Registration Fees and SSL Certificates Fees are non-refundable.
In the event of a breach of DWS Acceptable Use Policy or Non-Payment, DWS management reserves the right to suspend or disconnect the customer’s service(s). A re-connection fee of $40 (ex GST) will be payable to re-instate the account.
Without notice, overdue accounts may be suspended or terminated after 30 days. Accounts 30 days and older may attract a late fee equal to 15% of the total invoice. Management reserves the right to suspend an overdue account prior to the 30 day notice at their sole discretion.
DWS does not give any express warranties in relation to the Services, including warranties that:
i) Customers will have continuous access to, or usage of the Services; or
ii) Data stored on DWS servers will not be lost or corrupted; or
iii) It will be possible to restore customer content from DWS back up media; or
iv) It will be able to prevent unauthorised persons obtaining access to customer content
The customer acknowledges that DWS does not and cannot control, supervise or edit any information or material accessed through its services and that DWS is not responsible for any content or information accessed via its services.
All account cancellations must be received in writing 30 days before the next billing cycle is due to the email@example.com email address. If not received before that time, you will be invoiced for another cycle as per your billing history.
DWS provides phone & email support which is available Monday to Friday 8.30am – 8pm AEST and Saturday 9am – 12pm AEST, excluding gazetted public holidays. DWS targets a response time for technical support issues of 2 hours. The response time given depends on the complexity of the enquiry and current support volumes.
Out of hours technical support will be responded to next business day within standard operating hours. DWS does have on call staff for critical or urgent out of hours support, however this is chargeable at $200 /hr + GST if DWS is not found to be at fault. A minimum of 1 hour is chargeable.
Managed Hosting Support
DWS specifically named ‘Managed Hosting’ packages include advanced support and services to assist you with your hosting configuration and setup.
Data Recovery services are limited to a maximum of 1 full website recovery per year if DWS is not at fault (includes sites files and database). An additional maximum of 1 full database recovery per year can be utilised. Additional individual file recovery is provided as required (within reasonable limits). Services required beyond this are chargeable by DWS.
Our configuration services extend to assisting with, troubleshooting and recommending configurations for your WordPress, Joomla, ASP.Net, NopCommerce websites and several other types of standard website platforms. Email, Domain & DNS configuration is included in this service. Services will be offered within reasonable limits. We do NOT assist with design or structure of your website unless commissioned to do so for a fee.
Managed WordPress Hosting
Our Managed WordPress Hosting plans include effort required to upgrade the core WordPress platform and freely available plugins. “Pay for” themes and plugins can also be upgraded under this service, however additional ‘software only’ costs will be charged as required. Time and effort required to repair theme and software issues resulting from the upgrade process will be charged on a time and materials basis if more than one hour is required to rectify.
Last updated June 2019