Service Level Agreement

Network Guarantee

100% Network Guarantee

Our network is designed from the inside out, specifically engineered to support a hosting infrastructure. As such, we can guarantee 100% availability of network resources at all times. We define availability of network resources as the routers, switches and associated cabling being online and moving your data efficiently.

Our network is defined as the managed infrastructure between the outbound port of the cabinet switch to the WAN port of our core router. This does not include the server we are hosting for you nor any operating system or applications installed on it.

Unlike most hosting companies, we are members of RIPE and run our own Autonomous Network to ensure that performance is always optimised for our customers’ servers. We run our network on state of the art Cisco equipment for total peace of mind.

All of our data centres have multiple connections to multiple redundant internet networks to ensure there is no single point of failure. Unlike most hosting companies, not only do we have multiple Uninterruptible Power Supply (UPS) systems, all of our data centres also have dedicated diesel generators to ensure complete power availability.

We run multiple, redundant monitoring systems to ensure that we are always aware of any performance glitches that may occur and are able to correct them 24 hours a day, 7 days a week. Our network is intelligent and self-healing so any failure is immediately and seamlessly routed around.

When we need to perform scheduled maintenance, we will give you as much notice as is possible and, apart from during maintenance slots, we guarantee that our network infrastructure will be available 100% of the time.

Hardware Guarantee

One hour hardware replacement

Unfortunately, sometimes server hardware can fail. Should this happen and not be fixable by our on-site engineers, we will replace the faulty hardware in less than an hour of diagnosing the fault. We define server hardware as the CPU(s), memory, power supply unit, hard disk(s), RAID controllers, network interface cards and motherboards. If your server has a RAID array, we will start rebuilding that as soon as the hard disk has been replaced. We will even reinstall the operating system and managed applications if you are a managed service customer. If something that we have provided as a part of your service fails, we will replace it at our cost.

Support Guarantee

15 minute rapid response and full report promises

Once our engineers are aware of a problem with a customer’s server, we will be beginning to rectify it within 15 minutes.

Should we not be able to fix the problem within this time, we will work with you closely to ensure we keep you informed of what we are doing.

Free Reboots

Should it be required, we will reboot your server for you any time of the day or night.

24/7/365 telephone support

All our technical support staff are based at our UK data centres and, as a dedicated server customer, you have unrestricted access to them and their knowledge and experience. You can call them anytime and they’ll do whatever they can to ensure you are impressed by our service. You can contact us by telephone or email; its up to you. We are Microsoft partners and have great experience with many flavours of linux, so we’ll know how to assist in most cases.