Service Level Agreement

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.

30 Minute Response Time

Our Support Team is contactable seven days a week and is on hand to deal with any hardware or network issues you encounter. Our in-house team is contactable by a priority support ticket option in your MyDaily Control Panel (no outsourcing or call centres), specifically created for Dedicated Servers customers and we will react to your query within 30 minutes.

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 and keep you updated as your point of contact in the event of any escalations.

If any customers require an enhanced level of support (including Server Management for assistance within their hardware environment), please contact our teams to discuss a bespoke package.

99.99% Uptime Guarantee

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

Our teams will always address any hardware faults as priority, however we also have guaranteed resolution time frames:

  • Should an individual component in your server fail (CPU, RAM, HDD/SDD, PSU), we will have a same day replacement fitted for any reports we receive prior to 1400 on weekdays.
  • For any reports after 1400 on weekdays (or all-day on weekends/bank holidays), we guarantee a next business day resolution.
  • In the event an entire server needs replacing rather than an individual component, we again guarantee a next business day resolution.

If any customers require an enhanced hardware replacement SLA, please contact our teams to discuss a bespoke package

Lightning-fast server provisioning

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.
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