Service Level Agreement

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We aim to provide the highest standards of service to all our customers. Because we understand your server is business critical, we commit to providing the following level of support within the Dedicated Server SLA.

Responsive Support

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Fully inclusive support team manned by skilled on-site engineers – no call centres!

Our dedicated server engineers are contactable seven days a week and are on hand to deal with any critical issues and concerns you may have. We strongly believe in a highly personalised level of service and as such our team of qualified engineers are accessible directly via telephone or by raising a ticket through your client area. We understand that time is of the essence when issues occur, so we promise to react to your query within 30 minutes during Support hours. Our engineers are devoted to ensuring your peace of mind, and so we will continue to work closely with you until a resolution to your query has been reached.

99.99% Uptime Guarantee

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Due to the industry-leading resilient datacentre environment that your server resides in, we are proud to offer a 99.99% network uptime guarantee.

Hardware resolution guarantee – 4 hour hardware replacement

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Should your hardware fail, we guarantee a turnaround time of within four hours, from identification of the fault and diagnosis to hardware restoration. In the event that your server hardware issue cannot be resolved within this time, we will provision a brand new server of an equal or higher specification to minimise disruption to your business. All hardware fixes are performed by our own engineers and we will never rely on manufacturer warranties to provide our hardware guarantee. We will replace any faulty component of your solution at no cost to you, including all parts and labour.

Lightning-fast server provisioning

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Need your server in a hurry? We understand that speed of action can sometimes be critical, and as such our engineers will deliver your server details to you within a two hour time window from point of order, within office hours. This applies to our standard range of servers only.

If your needs are specialised and you require a fully bespoke server solution, we ask for a little more time to build your solution to our exacting standards and will ensure that these servers are delivered within an average of 1-3 working days. Please call our server hosting specialists for a tailored quotation – we will be happy to confirm a launch date with you when we have found the best solution for your needs.