Our promises to you - Service Level Agreement (SLA)

Our SLA tells you what our guarantees about our service are. You should be wary of any company that isn't willing to provide you with an SLA as this means they are not offering you any guarantees about the quality of service.

100% Power Uptime Guaranteed

We guarantee that your server will always have power as long as it is hosted with us. There will be no power outages becuase of the 4-levels of power protection the data centre has. In the unlikely event of a power outage at the data centre we will provide you with a credit note for 1-days charge for each hour of power outage from the time you report the fault to us in writing up to 100% of your charges for that calendar month.

99.9% Internet Uptime Guaranteed

Our internet connectivity is backed up by multiple connectivity providers, we promise that your connection should never go down, if it does we will give you a credit note for 1-days charge for each hour of connectivity outage from the time you report the fault to us in writing up to 100% of your charges for that calendar month.

30-Minute Technical Support Reply Guaranteed

We promise within normal office hours, we will respond to a non-emergency fault report within 30-minutes, if we don't do this, we will provide you with a credit note for 1-days charge for each 30-minute period beyond our guaranteed response time we do not respond to your trouble ticket.up to a maximum of 100% of your charges for that calendar month.

5-Minute Emergency Support Response Guaranteed

We promise, we will respond to an emergency fault report within 5-minutes of receipt, if we don't do this, we will provide you with a credit note for 1-days charge for each 30-minute period beyond our guaranteed response time we do not respond to your trouble ticket.up to a maximum of 100% of your charges for that calendar month.

30-Minute Server Reboot Guaranteed

When your server is offline, we promise to restart it within 30-minutes of receiving a request to do so from an authorised contact at your company.

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