NetSuite Service Level Agreement

NetSuite Inc. is committed to providing all customers using the NetSuite software with unparalleled availability. NetSuite recognise that you need to have your NetSuite business software service available whenever you want or need to do business, and NetSuite strive to consistently exceed the service level commitments.

One of the significant benefits of using NetSuite applications is the fact that you never have to pay for upgrades or system improvements. To bring you these benefits, NetSuite usually schedule a weekly or bi-weekly late-night two-hour maintenance to upgrade the existing application for minor enhancements. This late-night maintenance usually occurs on Wednesday evenings. On or around a quarterly basis, NetSuite usually have a major new release in which NetSuite add significant new functionality to the NetSuite software service.

These periodic major releases can take several hours to release, and NetSuite and NetReturn will notify you in advance of any unscheduled maintenance where possible. These periodic major releases usually occur on Friday or Saturday evenings. All scheduled maintenance occurs during the non-peak 11p.m. to 4a.m. AEST hours to minimise the impact on your business.

The current service level objectives are as follows (expressed in AEST):

Timeframe Uptime Goal %

Week Days (Monday to Friday, 4a.m. to 11p.m.) - 99.5%

Weekend Days (Saturday to Sunday, 4a.m. to 11p.m.) - 99.0%

Week Nights (Monday to Friday, 11p.m. to 4a.m.) - 90.0%

Weekend Nights (Saturday to Sunday, 11p.m. to 4a.m.) - 80.0%

These percentages indicate the NetSuite uptime objective. Thus, the aim is to be down less than 0.5% of the time (less than half an hour a week) during the 4a.m. to 11p.m. Week Day time periods.

NetSuite and NetReturn recognise that you are entrusting them with your critical business information. While NetSuite securely manages your information for you in a 'bunker-like' data centre, it is always your data and your data alone, and you always have the ability to export your data into a Comma Separated Value (CSV) file from the NetSuite applications. This export capability was created because it is important aspect of Software as a Service, to have the option of retrieving your data at anytime, from anywhere you want.

NetSuite know that providing you with uninterrupted service is critical for your success.

If you have any further questions about NetSuite Service Level Agreements, please call NetReturn directly at 1300 886 025 or 0800 543 371