You will receive alerts if there are issues affecting your service. Via the Control Centre, you can see who's working on them; track your service's vital statistics, uptime, alert history and usage patterns.

See Bulletproof Monitoring Services for more information. Includes unlimited SMS alerts for major Australian Carrier and ISP outages that affect your Managed Hosting service.

Bulletproof engineers will be alerted and respond to any issues affecting the following services.

• Connectivity to your hosted servers and Applications from the Internet
• Hardware failure - we will invoke your warranty with 3rd parties as needed (onsite attendance is chargeable)
• Operating System - ensuring it is running
• The ability to VPN to your Bulletproof-managed service

We will respond to incidents relating to the following aspects of your service:

• Bulletproof-Approved Application Services - ensuring they are up and running (IIS/Apache, Cold Fusion, WebSphere, MSSQL, MySQL, Postgres, DB2)
• If we host your email on our systems, receiving and sending mail

Issues with the managed service as a result of customer applications or actions are not included in the managed service and will attract Professional Services fees.

The following changes are included:

• Adding/removing/changing users (PPTP VPNs/email users - as applicable)
• Firewall rule changes (customer's managed device only)
• Changes required for you to VPN to your managed service (eg firewall rules, VPN tunnels to other Bulletproof-managed CPE, VPN usernames / passwords)
• Configuration of ports and VLANs on managed switches
• LVS rule changes
• OS users and security settings
• OS maintenance such as moving/rotating log files
• Configuration changes to Bulletproof-Approved Application Services (IIS/Apache, ColdFusion) 

1. The Service is managed in good faith and to the best of our ability for availability, performance and security in accordance with your contract.
2. The Service is monitored by our monitoring systems 24x7. The monitoring of the Service includes notifications by email and optionally by SMS, pager or fax. Notifications can be sent to you 24x7, Extended Hours, Business Hours, or not at all as you choose. The monitoring of the Service includes unlimited email notifications, and up to 15 SMS, pager or fax messages per month per service, after which a 50c/message ex. GST fee applies. We use MessageNet to deliver messages.
3. Non-intrusive methods are used for monitoring the standard functions of your Service including standard Internet services such as SMTP, and SNMP-based process checks. The frequency of the checks is approximately every 5 minutes. This can be tuned to be less often as you wish. Custom testing can be engineered on request at extra cost.
4. We will respond to monitoring incidents included in the Managed Service as defined in Service Inclusions and Limitations according to our standard response times. Work performed outside these inclusions or coverage times at your request incurs our standard Professional Services rates.
5. As part of your Service, you must nominate one or more Technical Contact(s). Change Requests must come from one of your authorised contacts, and Incident and other reporting and liaison will be sent to Technical Contact(s). Changes to your nominated Technical Contacts must come from another nominated Technical Contact or the Contact who signed the Agreement in writing, and a phone call to our recorded details for that contact will be made to verify the request.
6. Change Requests will be fielded during Business Hours and commenced within 1 Business Day of your lodgement of a request for change in writing via email (support@bulletproof.net.au) or fax (02 9662 4744) from your Nominated Technical Contacts.
7. Our maintenance window is 00:00 - 03:00 AEST Thursdays each week. During this time our monitoring, reporting and customer access systems may be unavailable for short periods. At least 24 hours' notice will be given for such downtime events.
8. Emergency scheduled downtime may occur for security reasons. Due to their nature minimal notice may be given for such events. We endeavour to minimise such occurrences.
9. We endeavour to provide a reliable service of no more than 0.5% downtime for non-redundant components of the Hosting Environment and no more than 0.05% downtime for redundant components of the Hosting Environment. Redundant means a live, activated, running spare for a live, activated production item. 'Hosting Environment' means Hardware, Operating Systems, Application Services, Database Software, Networking and procedures that are in our exclusive control.
10. We endeavour to provide a service with no more than 1% Performance Degradation for the service. Performance Degradation means that the Hosting Environment is unable to provide timely response in providing the Hosting Service.
11. In the event of a failure of the Co-location Facility that prevents us from providing the Hosting Service, we will make reasonable commercial efforts to work with the providers of the Co-location Facility to find the cause, to notify you of the nature and cause of the failure, and to have the supplier(s) of the Co-location facility rectify the failure in a timely manner. Co-location facility means the site providing physical access and security, electrical power, fire prevention and retardation, air-conditioning to within specified hardware requirements of the Hosting Environment for the Service, and rack space sufficient to house the Hosting Environment, as supplied to us by third-party suppliers.
12. We will make reasonable commercial efforts to prevent security breaches in the Hosting environment that provides the Hosting Service in terms of local network, operating system, and hardware that is in our exclusive control. You will be responsible for any and all security for your particular application, data or services that are hosted with or transmitted from the Hosting Service.
13. The Hosting Service may not be used for issuing any unsolicited publicity or advertising material.
14. Information hosted using the Managed Hosting Service must be in accordance with the Broadcasting Services Act 1992 as amended (1999) with respect to Internet Censorship and proof-of-age requirements. We comply with the Internet Industry Codes of Practice. Accordingly, we may ask you to remove information from or cease transmitting information using the Hosting Service if instructed to do so by the Australian Broadcasting Association. This action is known as a "Take-Down Notice".
15. We reserve the right to request the removal of content from, and the cessation of transmittal of information using, the Hosting Service if that content or information is illegal or may threaten the continued operation of the Hosting Service.
16. You may provide your own hardware for hosting.  This hardware must come supplied with an active on-site warranty.  The lead-time for dedicated hosting hardware where it is to be provided by Bulletproof is dependent on supplier response, and cannot be guaranteed. 
17. We reserve the right to charge for uploaded VPN or inbound traffic
18. Patch Application to Managed Hosting services is for vendor-supported Operating Systems only. The timing and priority of the patch application is subject to the risk of the security vulnerability as assessed by us and at our sole discretion (except for Enterprise Server clients). The timing of patch application will be supplied to clients in advance. and will be scheduled to minimise business impact. You are responsible for testing of patches in your test environment before their application to your production systems.