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Service Level Agreement


24 * 7 Customer support

Our support office is open 24 hrs a day, 7 days a week , 365 days a year.
We offer support by trouble ticket, live chat, phone and email.

30 Minute Reboot Guarantee

Should your server stop responding it's vital for your business to get it rebooted as quickly as possible.
We guarantee that we will reboot your server within 30 minutes - 7 days a week, 365 days of the year. Simply put in a reboot request via your Control Panel and we'll do the rest.

99.97% Connectivity - Money Back Guarantee

Thanks to the power and resilience of the our network infrastructure, we can guarantee that our network will be available 99.97% of the time.
If you find that we fail to meet this promise, we will refund 1 day's service for every hour that connectivity has been unavailable over and above 0.1% of the month, extending in value up to a maximum of your monthly subscription charge.

Bandwidth Guarantee

We guarantee that we'll always have enough bandwidth available to service every single customer at their full capacity, so your site will never be slowed down by oversold bandwidth.

Two Hour Hardware Resolution

If for any reason any of the hardware in your solution fails, we will rectify the problem within 2 hours of our technician confirming the hardware fault.
In the unlikely event we fail to achieve this, we will refund 1 day's service for every 30 minutes taken over this time, extending in value up to a maximum of your monthly subscription charge.

Credits

Any credits offered under the SLA will be allocated to your account. Any claim under the SLA must be made within 30 days of the event; claims following this time cannot be authenticated and hence no credit will be awarded.
Customers are therefore requested to notify us of any network downtime immediately and upon confirmation that the network was unavailable as a result of our  actions, a credit under the SLA will be calculated from the time that the network downtime was reported.

In the unlikely event we fail to achieve the hardware resolution guarantee, we will credit one day's service for every thirty minutes taken over this time up to a maximum of your monthly subscription charge.