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SLA Service Schedule Fault Reporting and Response Fault Reporting Coverage Window 24 hours a day, 7 days per week Response/Restore Coverage Window 8:00AM to 8:00PM AEST on Business Days Technical Response Target 4 Business Hours Customer Fault Update Target 4 Business Hours Notification of Planned and Emergency Maintenance Planned Maintenance Notification Target 3 Business Days Emergency Maintenance Notification Target 1 Business Day Unplanned Fault Notification 2 Business Hours Service Availability (Business Cloud, Connectivity) iiNet s Service 99.9 Claims Qualification and Rebate (Business Cloud, Connectivity) Subject to the terms of the SLA, you may receive a rebate of the applicable service fee for the period of any Downtime experienced.. a) any act of God or act of nature, fire, flood, storm, explosion, sabotage, riot, act of war, whether declared or not, or cable cut b) any strike, lockout, work stoppage, or other industrial action c) any failure or delay, or other act or omission of the customer or any third party (including third party carriers and carriage service providers), including cable cuts and failures to provide goods or Services or access to premises d) legislative or governmental prohibitions, restrictions, or delays in the granting of approvals, consents, permits licenses or authorities e) emergency maintenance requirements or f) any other event beyond the reasonable control of iiNet..
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