Service Level Agreement

Objective:

You can reasonably expect and we obviously aim for 100% uptime on all services, contractually we offer 99.5% uptime. However, there are times when services may be disrupted through no fault of our own.   Where the fault is attributable to us, then we will issue service credits or refunds per our terms & conditions.

We undertake Routine and Emergency Maintenance to ensure the resilience of our network – we will try and notify you in advance when this is scheduled and/or happens.  You must accept that the “Needs of the Many, outweigh the Rights of the few” and you are required to accept that as part of agreeing services with Us.

Contacting us:

You can expect a response via our ticketing system or contact form within 24 hours, although the majority of events are dealt with in much less time.   Alternatively, you may write to us or email using the details provided on the About Us page.

Escalation:

If at any point you are not happy with the service you are receiving, you can request that the ticket be escalated to management level.