Service Level Agreement
Our service level agreement covers the following services:
- Email Hosting
- Email Filtering
- Website Hosting
- Database Hosting
For these services we guarantee that for any given calendar month we will delivery a minimum uptime of 99%. This equates to a total downtime of no more than 7.2 hours.
In the unlikely event we fail to deliver that level of availability then we will credit your account with an additional calendar month of service at no additional charge.
Our systems are engineered to deliver a far greater level of availability. We routinely attain uptime levels in excess of 99.9% which equates to a total downtime of no more than 44 minutes.
We measure our uptime from the perspective of our own network as well as from a number of other key locations on other supplier's networks.
We would not for example consider your services to be down if you were unable to access them as the result of a fault affecting your own internet connection or computer.
In the unlikely event it is necessary to suspend services due to a violation of our Acceptable Use Policy then our obligations under our Service Level Agreement do not apply.