Service Level Agreement

The Dedicated Hosting service level agreement is our pledge to provide you with the highest standards of customer service, support and care. It sets out what you can expect from us and our parent company UKFast, so you can have the reassurance of knowing our commitment to you.

Network guarantee

100% connectivity guarantee

UKFast has built the network to safeguard all our clients. We guarantee network infrastructure availability 100% of the time.

Network availability means all infrastructure including routers, switches and cabling is working. The 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. Services or software running on your servers are not counted as part of the network.

To ensure 100% network availability UKFast employs a number of systems. In every regional POP each circuit is connected to a different Juniper M7i router to ensure continuous unaffected service, even in the event of a total loss of a router and/or circuit. In addition each POP has a redundant UPS system, so should either UPS fail (or be taken out of service for maintenance) connectivity will not be affected.

Furthermore, we operate on the main hub between Manchester and London to maximise performance and reliability. Our network also benefits from extensive duplication of connectivity. This provision ensures that our network stays connected in any eventuality because we always have an uninterrupted route available.

And we run comprehensive round the clock monitoring of our network routers, circuits and power, so if there is a network issue we can act immediately.

We guarantee that when not undergoing scheduled maintenance, the network infrastructure will be available 100% of the time. In the event of unplanned network failure we will refund 24 hours service for every 60 minutes loss of connection up to a maximum value equal to your monthly subscription charge.Any credits offered under the SLA will be allocated against your UKFast.net Ltd account.

Hardware guarantee

One hour hardware replacement

In the remote event of a server hardware failure that cannot be fixed, UKFast guarantees the hardware will be replaced within one hour of the problem's diagnosis.

Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems, processors and applications. It does not include any bespoke server hosting solutions.

Labour and parts warranty and replacement

Our parts and labour warranty covers all parts and labour costs involved in event of a related parts failure. UKFast replaces any failed component at no cost to the customer.

Support guarantee

15 minute rapid response and full report promises

Should you have a problem with your server, rest assured that a qualified engineer will be working on the problem within 15 minutes of being notified.

In the rare event that your problem cannot be solved within 15 minutes you will be notified by telephone. We provide a detailed overview of the issue and let you know when it will be resolved. You are kept updated with hourly phone calls until the moment the problem is resolved. An engineer's report is sent to you within 12 hours of completion.

24/7 reboot

We will reboot your servers (physical or remote) in Telehouse or MaNOC 24-hours a day without any cost to you

24 hour emergency telephone support

We guarantee our level three technical support staff are available seven days a week, 365 days a year for 24 hour emergency telephone support. And as a Redhat and Microsoft Hosting Partner rest assured our new breed of dynamic support™ is the most comprehensive in the industry - your server is always in safe hands.

Every phone call you make to our dedicated emergency support team is answered, whatever the hour of the day and within three rings.

So start optimising the performance of your dedicated server today - call 0800 954 0891 or request a quote online.