SLA

OUR PROMISE

YOUR COMPENSATON

Shared Hosting Network Uptime
Our shared hosting network will be available 99.9% of the time and you will be credited as per our SLA for every minute that this may not be online. The amount of credit can vary between 2% and 100% of your invoice.

99.9%

Varies

Response to Support Tickets
The longest amount of time you will have to wait for a first acknowledgement to a raised support ticket. Response to a support ticket is 1 hour. This is measured from the minute your ticket is received and a ticket number is issued.

1 Hour

2%

Ticket Updates
The longest amount of time you will have to wait for an update to a ticket that we may be working on is 6 hours. This is measured from the last time we responded to the ticket.

6 Hours

3%

Ticket Escalation to Senior Staff
Should your issue require escalation, you will wait no more than 90 minutes for the escalation to happen and a senior member of our team will contact you.

90 Minutes

3%

Server Installation
The amount of time you will have to wait for a new Dedicated Server to be installed is up to 12 hours. This is based from the time your payment is processed to the time your server is displayed and shown as active in your control panel.

N/A

3%

Virtual Server Installation
The amount of time you will have to wait for a new Virtual Server or Cloud Instance to be installed is 30 minutes, however in some cases for first time purchases these products can take up to 24 hours as random fraud detection procedures are carried out.

30 Minutes

3%

Hardware Replacement
The longest amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. In some unforeseen circumstances this could take longer. This is measured from the time we complete troubleshooting and determine that the issue is hardware related.

90 Minutes

3%

Power Uptime
Our data centers will be online 100% of the time and you will be credited per our SLA. Based on the amount of downtime, credit will vary from 2% to 100% of your invoice.

100%

Varies

Migration of Data
If you have requested that we migrate data for you, we will provide an estimated amount of time needed. Should this timescale be exceeded an amount will be credited to your final bill.

? Minutes

3%

OUR PROMISE

YOUR COMPENSATON

Shared Hosting Network Uptime
Our shared hosting network will be available 99.9% of the time and you will be credited as per our SLA for every minute that this may not be online. The amount of credit can vary between 2% and 100% of your invoice.

100%

Varies

Response to Support Tickets
The longest amount of time you will have to wait for a first acknowledgement to a raised support ticket. Response to a support ticket is 1 hour. This is measured from the minute your ticket is received and a ticket number is issued.

1 Hour

2%

Ticket Updates
The longest amount of time you will have to wait for an update to a ticket that we may be working on is 6 hours. This is measured from the last time we responded to the ticket.

6 Hours

3%

Ticket Escalation to Senior Staff
Should your issue require escalation, you will wait no more than 90 minutes for the escalation to happen and a senior member of our team will contact you.

90 Minutes

3%

Server Installation
The amount of time you will have to wait for a new Dedicated Server to be installed is up to 12 hours. This is based from the time your payment is processed to the time your server is displayed and shown as active in your control panel.

N/A

3%

Virtual Server Installation
The amount of time you will have to wait for a new Virtual Server or Cloud Instance to be installed is 30 minutes, however in some cases for first time purchases these products can take up to 24 hours as random fraud detection procedures are carried out.

30 Minutes

3%

Hardware Replacement
The longest amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. In some unforeseen circumstances this could take longer. This is measured from the time we complete troubleshooting and determine that the issue is hardware related.

90 Minutes

3%

Power Uptime
Our data centers will be online 100% of the time and you will be credited per our SLA. Based on the amount of downtime, credit will vary from 2% to 100% of your invoice.

100%

Varies

Migration of Data
If you have requested that we migrate data for you, we will provide an estimated amount of time needed. Should this timescale be exceeded an amount will be credited to your final bill.

? Minutes

3%