Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

Every Dedicated and Co-located Server customer benefits from the following SLA guidelines :-

Data Transmission SLA details including latency :-

•    99.9% SLA Uptime
•    > or = 45ms European latency
•    > or = 135ms USA latency
•    > 0.01% packet loss

Should our network performance (packet loss and/or latency) fall below the above mentioned specifications credit up to 5% of the monthly total will be awarded.
As mentioned, our SLA base level is 99.9% uptime.
Should the network fall below this level for any reason we will offer the following credits :-

•    95% to 99.8% = 10% monthly credit
•    90% to 94.9% = 25% credit
•    89.9% or below = 40% credit

Storage/Backup Service Level Agreement

Customers who purchase our 2-way replication backup service will receive a 100% SLA. If the service fails at any time we will refund you 100% of that months fees.
Customers with standard 1-way replication do not receive a service level agreement.

To claim for any of the Service Leval Agreements pleae raise a support ticket at the time the issue(s) is first noticed and is verfiable by one of our support team. Retrospective claims, following an event, will not be accepted.

By paying for any service offered by UK Net Hosts Ltd, you agree that these credits are your sole remedy in respect of any failure by the Company to meet the service levels and that there are no other rights or remedies available at law. The laws of England and Wales shall govern these terms.

SLA uptime is monitored on rolling monthly periods.