Managed Services - Service Level Agreement

All Redstation managed services come complete with a service level agreement outlining our commitment to you and the level of service that is offered with your server.

Our guarantee covers the following aspects of your service:

Technical Support
Internet Connectivity
Server Security
Software Support and Maintenance

Remote Controlled Hardware Reboot

If you need to restart your server you can remotely control the power supply via a web browser - 24 hours a day, 365 days a year, free of charge.

Technical Support

If your server suffers a hardware fault we promise to have a technician working on it within ten minutes of the fault being reported and to keep you regularly updated as to the progress of your fault. We keep spare servers and server parts in stock to quickly rectify any hardware faults with your server.

Internet Connectivity

Your server will be connected to our network via a Cisco switch. Connectivity is provided without contention with guaranteed availability of 99.95% on a monthly basis.

Server Security

Your server will be located in a secure data centre with both physical and electronic security including securely sectioned areas. The data centre is protected by secure key card entry control, CCTV monitoring and recording and a NACOSS approved intruder detection system. The core routers are protected by intelligent redundant firewalls providing constant monitoring of network packets.

Software Support and Maintenance

You are responsible for the installation of any third party software on your dedicated server. It is also your responsibility to ensure that you are in possession of valid licences for all software used on your dedicated server with the exception of the operating system supplied with your server. Redstation is unable to provide technical support for third party applications. If Redstation is asked to provide any support to resolve conflict issues then we will charge our standard consultancy rate of £30 plus VAT per 15 minutes.

This SLA applies to managed services only.