Dedicated Server Service Level Agreement
There is no point investing in a dedicated server if your service uptime is anything short of excellent. With each server you can expect a 99.9% Network Uptime SLA, 24/7 Telephone Support, 24/7 Server Monitoring, and a guarantee to fix or replace your server should a hardware component fail. There is also a range of key upgrades available to help minimise downtime and provide total confidence in the level of support we are providing you.
99.9% Network Uptime SLA
Our fully redundant network architecture means we can provide you with 99.9% Network Uptime SLA as standard. If, in the unlikely event that our internet connectivity fails for more than 0.1% of a calendar month, we will refund one day's service fee for every hour our internet connectivity is unavailable. We will refund no more than your monthly service fee.
24/7 Telephone Support
You will have access to a member of the Systems Support Team 24/7 either via email or on the telephone. So if it’s Saturday at 3am and you need to reboot your server, you can. Unlike other hosting providers, you can talk to us any time of the day.
24/7 Server Monitoring
To ensure that each server has power and network connectivity, we ping each dedicated server every 5 minutes. If any server is down, we will attempt to fix the problem immediately at any time.
Hardware Fix or Replace
With Dell Servers, our hardware reliability is second to none. However, if a hardware component fails we will attempt to fix or replace your server as soon as possible. We are able to replace any backed up server within 2 hours of notification of the fault at no extra time and cost to you.
Upgrades
If you need enhanced support levels then please consider adding one of our value-add services to your package. We can offer you Backup Space for restoring critical files and data, and provide 24/7 Advanced Monitoring to ensure that not only are we monitoring that the server is live but that individual ports and services are operating as expected.
