Service Level Agreement (SLA) for Colocation
CWCS Managed Hosting offers a fully comprehensive, competitive Service Level Agreement (SLA) ensuring the high-availability, performance and security of your co-located servers.
We’re a member of RIPE NCC, an independent organisation that supports the infrastructure of the Internet.
We also offer proven security; CWCS Managed Hosting is certified to the information security standard ISO 27001.
100% Network Uptime Guaranteed for Co-located Servers
CWCS Managed Hosting’s service level agreements guarantee that our network infrastructure will be available 100% of the time. We run our own Autonomous Network to ensure that performance is always optimised for our customers’ servers.
Our network is intelligent and self-healing. All of our data centres have multiple connections to multiple redundant internet networks so 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 that ensure permanent power availability.
Our network is designed from the inside out, specifically engineered to support a hosting infrastructure. As such, we 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.
We run our network on state of the art Cisco equipment for total peace of mind. 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. Because our network is intelligent and self-healing, any failure is immediately and seamlessly routed around.
In the unlikely case that a compensation claim is required, a claim must be made within 48 hours of the given month end. To be eligible to claim, the availability of any server during a given month must be below the guaranteed level (not taking into consideration scheduled maintenance during our maintenance window of 1am to 4am). We will provide one free day of web hosting for each hour of server unavailability. To receive the credit, you must provide all dates and times of server unavailability along with your account username. This information must be submitted to firstname.lastname@example.org. We will compare information provided by you to the server availability monitoring data we maintain. The total days provided free of charge to you for any account may not exceed 100% of the days in the month charged to that account during the month for which the free service is to be issued.
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.
If necessary, 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 colocation customer, you have unrestricted access to them, their knowledge and experience. You can call them anytime and they will do whatever they can to ensure you are completely satisfied. You can contact us by telephone or email; it’s up to you. We are Microsoft partners and have great experience with many different varieties of Linux, so we will know how to help in most cases.
View our services to see which of our hosting options best suits your needs.