Service Level Agreement
Our service level agreement (SLA) is our commitment to giving you the highest standard of customer service, support and care - guaranteed. We offer a standard SLA for dedicated server hosting, plus a priority response service SLA+.
100% Connectivity Guarantee
We know how essential uptime is to your business, which is why we offer you a 100% connectivity guarantee.
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Because each circuit in every regional POP (internet access point) is connected to a different router, we guarantee continuous service, even in the event of a total loss of a router and/or circuit.
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Each POP has a redundant UPS (uninterruptable power supply) system, so should either UPS fail or be taken out of service for maintenance, your connection remains unaffected.
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Ensuring maximum network performance and reliability, we operate on the main hub between Manchester and London, and with significant duplication of connectivity, we promise to always deliver a resilient, constant route to the internet.
- We carry out comprehensive round-the-clock monitoring of our network routers, circuits and power. So, if there's a network issue, we can act immediately to resolve it without disrupting your business.
What is Network Infrastructure?
To put it simply, network availability means that all infrastructure - including routers, switches and cabling - is working. 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 and software running on your servers are not defined as part of the network.
Does the Guarantee Cover Maintenance?
We guarantee that when not undergoing scheduled maintenance, the network infrastructure is available 100% of the time. In the event of an unplanned network failure, we'll refund 24 hours' service for every 60 minutes of lost 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.
Our SLA promise
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24 Hour Emergency Telephone Support
We guarantee that our level-three qualified technical support team is available 24/7/365 for emergency telephone support. Whatever the time of day, we are at the end of the phone to help you resolve any issues. Plus, we promise your call will be answered within three rings.
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2 Hour Response and Full Report Promise
Should there be a problem with your server, rest assured that a qualified engineer will be working on the problem within 2 hours of being notified. In the rare event that your problem cannot be solved within 2 hours, we ensure that you're kept up to date by telephone until the problem is resolved.
We also provide a detailed overview of the issue and let you know when it will be resolved. Once the issue is resolved we make sure you have a full picture of what's happened. An engineer's report with full details of the issue and resolution is sent to you within 12 hours of completion.
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24/7 Server Reboot
We ensure our qualified engineers are on-site at our data centres 24/7 to manage and maintain your server. So, should the need arise, we will reboot your servers, physical or remote, 24-hours a day, 365 days a year without any cost to you.
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Two Hour Hardware Replacement
In the unlikely event of unfixable server hardware failure, we guarantee that hardware will be replaced within two hours 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.
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Parts & Labour Warranty & Replacement
Our parts and labour warranty covers all parts and labour costs involved in the event of a related parts failure. And we'll replace any failed component at no cost to you.
Our SLA+ promise
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15 Minute Priority Response
At UKFast we're dedicated to providing exceptional customer service, which is why we offer an exclusive SLA+ as part of our bespoke Total Cover package.
Should you choose to implement our SLA+, you get a speedy 15-minute response from our award-winning technical support team, plus 1-hour hardware replacement 24/7/365 - helping you minimise disruption to your business courtesy of our 100% network uptime guarantee.
When you contact us, your first point of contact is your dedicated team of technicians, who act immediately to help resolve your issue - that's a UKFast promise.
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One Hour Hardware Replacement
Our unrivalled service ensures that our specialists get to the heart of the matter to fix any errors before downtime occurs; minimising profit loss whilst maximising business efficiency.
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.
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24 Hour Emergency Telephone Support
Day or night, we are always at the end of the phone ready to resolve any issues. You always get through to a UK-based support technician, and we promise your call will be answered within three rings.
