Service Level Agreement for dedicated servers

We are committed to giving you the very highest standards of customer service, support and care, shown by the dedicated managed hosting service level agreement.

We give you complete peace of mind, as our service level agreement is guaranteed total protection for your business.

99.99% Service level guarantee

There is an availability of supply of access to the internet at a level of 99.99% per year. In any one calendar month, if the network fails for more than 0.01%, we will refund 24-hours service for every 60-minutes loss of connection over and above the 0.01% of that month. This is up to a maximum value equal to your monthly subscription charge.

15 minute rapid response promise

You can rest assured that a qualified engineer will be working on the problem within 15 minutes of being notified, should you experience any problems with your server.

Bandwidth Insurance

We endeavour to provide the highest grade of bandwidth available throughout the World at the best prices, as trade suppliers of Internet Services. We ensure fast, reliable connectivity at all times, as we aggregate bandwidth from different suppliers. We are committed the very best quality of low latency and reliable service at all times.

Plus, if there is any external non-authorised usage, there is no charge for any additional bandwidth.

1-hour hardware replacement - NEW FEATURE

We guarantee that in the remote event of a server hardware failure that cannot be fixed, we will replace the hardware within one hour of the problem being diagnosed. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server.

This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems, processors and applications. It does not include any bespoke server hosting solutions.

24-hour emergency telephone support

For emergency telephone support, our level 3 technical support staff are available seven days a week, 365 days a year.

Labour and parts warranty and replacement

All parts and labour costs involved in event of a related parts failure are covered by our parts and labour warranty. We will replace any failed component at no cost to the customer.

24/7 remote reboot and power cycle requests

We will remotely reboot or power cycle your server 24-hours a day. Reboot and power cycle requests will only be accepted through our Priority Support System and provided free of charge during Standard Office Hours.

Click here to find out more about the features of dedicated servers or request more information online.