Service Level Agreement (SLA) for Cloud Hosting
CWCS Managed Hosting offers industry-leading service level agreement (SLA) on cloud servers and cloud hosting. Our SLA gives you confidence, transparency, great service and total peace of mind.
Enterprise Cloud Hosting from Privately Owned Data Centres
The cloud network infrastructure in CWCS Managed Hosting’s data centres is specifically designed and meticulously engineered to provide enterprise-class cloud hosting. We privately own our data centres, as well as operating and managing them. This means we can provide the ultimate in resilience, performance and reliability of our cloud servers and infrastructure.
All of our data centres have multiple connections to multiple redundant internet networks. In other words, there is no single point of failure. This massively reduces the chances of unavailability. In addition, we have multiple Uninterruptible Power Supply (UPS) systems, plus dedicated diesel generators at each of our data centre buildings to ensure continuous and consistent power.
As standard, our Data Centres feature:
- Multiple connections to the Internet
- Advanced Fire Suppression
- 24/7 Monitoring and Security
- Network Operations Centre
- Multiple Uninterruptable Power Supplies
- Backup Generator
100% Network Availability Guarantee
Because of the careful design of our infrastructure and its high quality, along with our consistent investment over the years and the high calibre of our staff, we can guarantee 100% availability of network resources at all times. We have extensive measures in place to ensure infrastructure resilience, overall speed, performance and reliability, and provide strong defences against the latest generation of attacks. We also have a policy of continuous improvement to our hardware and infrastructure and invest significant amounts to ensure we deliver a superior hosting service.
CWCS Managed Hosting is a member of RIPE, which gives us control over our IPs and therefore high flexibility. We run our own Autonomous Network to ensure that performance is always optimised for our cloud (and our other) servers.
Financially Backed Guarantee
Our 100% Network Uptime Guarantee is a financially backed agreement. So, in the unlikely event that our network is unavailable we will compensate you financially or add credit to your account.
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. Please note unavailability due to maintenance is rare and we usually carry it out without any interruption to our services. If we think there is a chance that the maintenance will cause a period of downtime, we will keep this to an absolute minimum (usually just a few minutes) and schedule, where possible the work at weekends in the early hours of the morning. This is the time most of our customers prefer because it is when their websites and applications generally receive low traffic or less demand for resources.
24/7/365 Staffing and Monitoring
We run multiple, redundant monitoring systems. These ensure that we always know when there are potential performance issues and helps us quickly put them right. Qualified engineers staff our data centres 24 hours a day, 7 days a week, 365 days a year so we can always act rapidly to resolve problems. What’s more, our network is intelligent and self-healing so any failure is immediately and seamlessly routed around, usually without the need for human intervention.
UK Support Direct from Technical Experts
We focus on providing our customers with 24/7/365 Supreme Support. Our UK support team work within our data centres and are fully trained to operate at second and third level. What this means is that no issue is too big or small and you won’t find yourself speaking to a first level support person that is just following a script and insisting that you answer unnecessary questions. You can contact us anytime using the phone, email or contact us via live chat for help (we also have a dedicated support website). When you contact CWCS Managed Hosting for support, you will get through to a cloud server specialist!
Highly Secure, ISO 27001 Certified
CWCS Managed Hosting is certified to the internationally recognised data security standard ISO 27001. This is an independently audited certification and ensures security runs through everything we do. Our data centres were constructed with security in mind; they are equipped with the latest in access control and intruder protection systems. We also have several levels of building security restricted by electronic key access, with CCTV recording systems constantly monitoring all internal and external areas of our buildings.
View our services to see which of our hosting options best suits your needs.