Service Level Agreement

The five major points of our Dedicated Servers Service Level Agreement are:-

• 25 minute reboot guarantee
• Price freeze
• 99.99% connectivity guarantee
• 1-hour hardware replacement guarantee

25 Minute hardware Reboot

If your server stops responding and you would like us to reboot it for you we promise to do this within 25 minutes, 24 hours a day 365 days a year.

Price Freeze

CWCS Managed Hosting will never raise the price of your server, even if the price increases for new customers.

99.99% Internet Connectivity

We guarantee that our network will be available at least 99.99% of the time (even though our network is normally available 100% of the time). We have a gigabit switched network, redundant Cisco routers and use multiple backbone providers (high-speed internet connections) to help us guarantee this.

Should we fail on this promise and our network is unavailable for more than 0.01% of the time in any full calendar month then we will refund 1 day.s service for every hour connectivity has been unavailable over and above 0.01% of that month. This guarantee extends in value up to a maximum of your monthly subscription charge.

1-hour hardware replacement guarantee

In the unlikely event of a component failure, we guarantee to replace it within 1 hour with our replacement parts on-site.