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This document is intended as a brief summary of our 100% SLA with compensation, and is not legally binding. Click above to return to the full SLA delivered as part of our T&Cs in PDF format.
This SLA applies only to services advertised with a "100% SLA", currently our Enterprise dedicated servers and colocation.
Compensation Levels
- The maximum compensation amount you can receive in any one month is the total monthly fee for the service, not including any ancilliary products you have paid for. E.g. if you have a dedicated server with additional charged-for monitoring and backup space, the maximum compensation is for the dedicated server part only, and does not include amounts paid for the monitoring or backup.
- We guarantee to provide 100% network and power availability (on protected services - see below). In the event we do not, we will reimburse you 2.5% of the maximum compensation for every aggregate 15 minutes of unavailability per month (e.g. a total monthly outage of 24 minutes is treated as 30 minutes and awarded 5% compensation), up to half of the maximum compensation.
- In the event of a hardware failure, we will replace the hardware within 6 hours. Should we fail to rectify the fault in this time, for each additional hour past this we will credit you 2.5% of the maximum compensation, up to half of the maximum compensation. This applies only to non-redundant hardware where a failure of that hardware means the service as a whole is unable to operate.
- We will never pay you more than the maximum compensation in any one month.
- Where a fault occurs in a supplier's system outside our control, the compensation available to you will be capped to the amount we receive from the supplier as compensation for the disruption to your service.
- Where protected services (e.g. A+B power and diverse network links) are available to offer increased redundancy, no compensation will be given when you have not contracted the protection or have used the provided protection incorrectly or incompletely.
- For protected services, no compensation will be given for any fault where the service continues to operate correctly but in a reduced redundancy state (e.g. where one power feed or network link fails in a redundant pair).
Exceptions
No credit is claimable when the downtime is due to scheduled maintenance, where we cannot confirm the outage, or is caused by your own fault, negligence or delays in executing reasonable instructions we provide you with.
Procedure
In order to claim compensation, you must submit a support ticket with your claim within 7 days from the start of the outage.
Compensation granted to you will be in credit form only, for use against future charges from us; we do not grant cash refunds.
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