Our data centre power and network will be available 100% of the time, and you will be credited per our SLA for every minute it is unavailable as a result of unplanned outages (not including upgrades or planned maintenance). Based on the amount of downtime, credit will vary from 5% to 100% of your invoice. 100% power SLA isn't applicable to single PSU servers, and network availability excludes packetloss as a result of DDoS or external factors outwith our control.
The longest amount of time you will have to wait for an auto-deployed bare metal server is 3 hours. This is measured from the time your payment is processed and your order is confirmed.
NB: For custom dedicated servers, defined as a server that is not pre-configured within our auto-deployment system, we may need more time to deliver the server.
We will respond to the first ticket within 1 hour. This is measured from the minute your ticket is received by our system and a ticket number is issued.
The longest amount of time you will have to wait for an update while we are working on your ticket is 1 hour. This is measured from the last time we responded to the ticket.
The longest amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related.
You can request an escalation to senior staff at any time, and will wait no more than 90 minutes for the escalation and the senior staff member to make contact.