Service Level Agreement
Here are the terms of our SLA:
- 99.9% network connectivity - We understand that no downtime is acceptable to your business. Our wholly-owned, redundant network allows us to guarantee that our system will be up-and-running all day, every day. In the unlikely event of network downtime occurring, we will credit you the value of one whole days' service for every single hour your server is without connectivity.
- Security updates - We will respond promptly to security threats relating to pre-installed software by applying the relevant patch or taking other action - even if you installed your own applications on the server.
- Hardware replacement - We always maintain a complete server with the same or better hardware specification as yours, ready to hand over instantly in the event that your machine suffers a failure.
- Price freeze - We will not increase the price you pay during the term of your contract, even if the price to new customers changes.
- Bandwidth guarantee - We will always maintain sufficient network bandwidth to service all customers at full capacity, even if one of our internet connections fails.