Service Level Agreement
The Service Level Agreement document can be downloaded here (66KB Word file)
Introduction
We
aim to provide reliable Internet connectivity in an environment that is secure
and serves the needs of clients to have a working website.
Datacentre
Our
clients' websites are hosted on our own servers, co-located in a Brighton
datacentre owned and run by FastNet International Ltd., a local company twice
voted ‘Best Small Business ISP’ by the Internet Service Providers Association.
Level of Performance
Servers
are monitored 24 hours a day. We guarantee Internet connectivity (‘uptime’) for
your server for a minimum of 99.9% per year. Should Internet availability fail
for more than 0.1% of any one calendar month we will refund 24-hours service
for every hour of lost connection over and above the 0.1% of that month, up to
a maximum value equal to your monthly charge. Please note that the 99.9% uptime
guarantee does not include scheduled or emergency maintenance time.
Planned maintenance
Any
planned maintenance will take place between the hours of 00:00 (midnight) and
09:00 in order to minimise disruption to services during peak times unless
otherwise agreed with the customer in writing. We will provide a minimum of 12
hours notice for any maintenance that is carried out on the network except in
the case of emergencies or network failure.
Power and equipment outages
We
will provide a minimum of 48 hours notice of any planned power or equipment
outages except in the case of emergencies that require a swifter response. The
Brighton datacentre is equipped with generator-backed UPS systems. In the event
of a failure of the local or national grid the generator will supply power to
the entire data centre.
Security
Servers
are located in a secure building with both CCTV and biometric security. The
facility includes environmental monitoring, FM200 fire suppression,
uninterruptible power supplies and a multi-linked backbone.
Disaster Recovery
We shall use reasonable endeavours to preserve the integrity of our client’s data and to restore a recent copy of that data to a functioning web server in the event that a client’s data is destroyed.