Service Level Agreement

Ticket response time

We guarantee that you will get a human response to your support ticket within 24 hours. If we fail to live up to our promise, we will credit your account with 50p if you notify our billing department.

Monthly network uptime

We also guarantee that our network will be up for 99.9% of the time (excluding announced maintance). If we fall below that, we will credit your account with the following:

• Between 99.5% and 99.9% uptime - 5% credit of your monthly bill
• Between 98% and 99.5% uptime - 10% credit of your monthly bill
• Between 95% and 98% uptime - 25% credit of your monthly bill
• Less than 95% uptime - 100% credit of your monthly bill

Simply put a ticket in to our billing department explaining your SLA claim and we will credit where appropriate.

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