Dedicated Servers - Service Level Agreement

Our Service Level Agreement (SLA) is specifically tailored to meet your needs and sets out clearly what levels of service you can expect, and what compensation we will provide in the unlikely event of us failing to reach these levels. We place great emphasis on the quality of our service and feel that our industry-leading SLA reinforces our commitment to provide you with the best possible service.


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 Dedicated Control Panel and we'll do the rest.


99.9% Connectivity - Money Back Guarantee

Thanks to the power and resilience of the WebFusion network infrastructure, we can guarantee that our network will be available 99.9% 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.


Price Freeze

We will never put your prices up and that's a guarantee - what you pay today you will pay tomorrow even if the price changes to new customers.


Managed Services SLA

In addition to the guarantees of our standard SLA, clients who have selected a bespoke Managed services solution also benefit from:


99.999% Connectivity - Money Back Guarantee

Thanks to the power and resilience of the WebFusion network infrastructure, we can guarantee that our network will be available 99.9% of the time.

If you find that we fail to meet this promise, we will refund 1 day's service for every 30 minutes that connectivity has been unavailable over and above 0.001% of the month, extending in value up to a maximum of your monthly subscription charge.


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.


Credits

Any credits offered under the SLA will be allocated to your WebFusion 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 WebFusion of any network downtime immediately and upon confirmation that the network was unavailable as a result of WebFusion's 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.