Service Level Agreement

Hosting Guarantee

We use two main providers for our hosting services – ANS and SiteGround.

  • ANS:
    Please see the following link for ANS’ service level agreement.
  • SiteGround:
    Please see the following link for SiteGround’s service level agreement.

Server Monitoring

For each of our cloud-based web servers hosted on either ANS or SiteGround, we utilise robust monitoring software to track server uptime continuously. This monitoring system promptly alerts our team should any instance of downtime occur. In the event of a server issue, you can rest assured that one of our engineers will commence troubleshooting within a maximum of 2 hours from the moment we are notified.

If, by any chance, the issue proves to be complex and requires more time to resolve, we maintain a commitment to keeping you informed throughout the process. Our goal is to ensure that you remain fully updated until the problem is successfully resolved.

What is Network Infrastructure?

Network availability refers to the state in which all critical infrastructure components, such as routers, switches, and cabling, are fully operational. Network infrastructure is defined as the portion of the network extending from the outbound port on your cabinet switch to the outbound port on the border router. It’s important to note that services and software running on your servers are not considered part of the network itself.

Our SLA promise

Monday to Friday, 1 Hour Email Response and Full Report Promise

Our technical support team is available on weekdays from 8am to 6pm for emergency support. Outside these hours, we strive to offer a 24 hour response time via email.

We also provide a detailed overview of the issue and let you know when it will be resolved. Once the issue is resolved we make sure you have a full picture of what’s happened. An engineer’s report with full details of the issue and resolution is sent to you within 24 hours of completion.

Non Server Related Issues
For issues unrelated to the hardware and availability of your server, and instead linked to the coding of your website, we strive to offer a 2 hour response time via email.