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Service Level Agreement (SLA)

We don’t like SLAs. We firmly believe that customers don’t want compensation for services not delivered as promised, they want the service they were told they would get and signed up for. However as an industry-leading hosting company we are happy to provide an industry-leading Service Level Agreement.

Our offices are open from 8:30AM through to 6PM, Monday to Friday. Email or ticket support is provided from 8AM through to 10PM out of business hours and weekends. Server customers have access to emergency support on a 24x7 basis. All times are UK based.

Response Times

  • During business hours, urgent issues should be reported by telephone, thus guaranteeing an instant response.
  • During business hours, we will respond to all non-urgent issues within the hour.
  • Out of hours, urgent server issues should be reported using the 24x7 emergency telephone number, thus guaranteeing an instant response.
  • Out of hours non-urgent issues will be responded to within 4 hours (from 8AM to 10PM) or next day if the issue is logged after 10PM.
  • On a 24x7 basis, server failures will be responded to immediately (as soon as our monitoring software alerts us)
  • In the event of hardware fault, an engineer will be despached who will arrive and confirm the fault within a 2 hour period.
For every hour above the guaranteed response time we will credit 1% of your monthly fee.

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2 Hour Hardware Fault Resolution

  • If a server suffers a hardware fault, we will fix that fault within 2 hours of the engineer confirming the fault.
For every hour above the guaranteed fix time we will credit 5% of the affected servers’ monthly fee.

Note: This guarantee does not apply to the time required to rebuild RAID arrays, or (if necessary), reinstall the operating system and any application software or perform restores from backups.

100% Network Availability

  • We guarantee 100% Network Availability to Servers (except during scheduled maintenance).
  • We guarantee latency not to exceed 10ms inside our Network.
  • We guarantee less than 0.1% packet loss inside our Network.
For every hour where the guarantee is not met we will credit 5% of the affected servers’ monthly fee.

Network includes all infrastructure such as border routers, switches and cabling.

100% Power Availability

  • We guarantee 100% Power Availability to Servers (except during scheduled maintenance)
For every hour where the guarantee is not met we will credit 5% of the affected servers’ monthly fee.

Service Credits

  • If multiple guarantees are not met due to a single incident (for example a datacentre power outage) credits are not cumulative; you will receive the maximum single credit available for the incident.
  • All reimbursements are limited to 100% of the monthly fee.

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