Service Level Agreement

Our level agreement is a demonstration of our continuing commitment to the very highest standards of customer service, support and care. Giving you complete peace of mind. It's total protection for your business, guaranteed.

Network guarantee

100% connectivity guarantee

Dedicated Hosting use UKFast's super fast network and we've 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 Dedicated Hosting 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 account.

Hardware guarantee

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. Dedicated Hosting will replace any failed component at no cost to the customer. 1 hour replacement contracts are available at additional cost for ultra fast hardware failure resolution - speak to our advisors if you require this level of response.

24/7 reboot

You are able to reboot your server 24-hours a day using the client control panel without any cost to you.

Support guarantee

24 hour emergency telephone support

Support for Dedicated Hosting is provided on a pay-as-you-go basis. Access is subject to having suitable credits available in your account. You can purchase credits 24/7 in your client account area. Provided you have suitable credits available we will 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 that our 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.