Service level agreement (SLA)

All our dedicated servers are covered by a comprehensive SLA which provides you with a guaranteed level of service.

Here are the terms of our SLA:

• 100% network uptime
  We understand that no downtime is acceptable to your business. Our wholly-owned, redundant network allows us guarantee that our network 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 day's service for every single hour your server is without connectivity.
  
  
• Instant reboot
  Our datacentres are equipped with electronically controlled power outlets, allowing you to reboot your server directly from your control panel - in an instant.
  
  
• Five minute engineer
  If a critical problem occurs with your server, we will get an engineer on it within five minutes of you reporting the issue. We will keep you fully updated on the status of any problems.
  
  
• 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 have installed your own applications on the server.
  
  
• Instant 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.
  
  

Read about server upgrades or get more information from our server FAQ.