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Service Level Agreement

This SLA applies to Dedicated Server customers only. When ordering a dedicated server, you will be provided with your own signed SLA which will cover the detail of the contract, including specific component support. Fast2host aims for a 100% uptime SLA.

Service Level Agreement (SLA) Guide

We are committed to providing all our customers with the highest level of technical support and recovery service in the industry today. Our technicians are experts in their field, not only keeping client services operational, but also providing friendly and quality technical advice whenever necessary.

Fast2host Support Team can be contacted between the hours of 09.00 – 17.00. Emergency 24x7 support is also provided via the phone or support ticket system 24x7 for 'mission critical' operations. Engineers are made available at a cost of £60.00 per hour who can configure or install software on your behalf, which is not part of our standard level of support.

The entire Fast2host network is monitored 24 hours a day. We also operate SMS Alarm Response Services, so support engineers can proactively monitor services and the current status of network resources. If a problem is detected or anticipated our engineers can respond and inform you immediately.

Hardware uptime SLA and rebate

99.99% Server Hardware Functional Availability
100% Power to Machine guarantee

Fast2host guarantees that in the unlikely event of any hardware component failing we will replace the part at no cost to the customer. Hardware components are defined as the Processor(s), RAM, hard disk(s), Power Supplies, motherboard, Network (NIC) card and other component required for the ongoing performance of the server.

For every hour above our acceptable outages on a calendar month, you will be reimbursed 10% of your monthly fee, to a maximum of 100% of the net fee for the month. This is active only after a report of a failure by the Customer. Please note this guarantee excludes the rebuild of a RAID array and the reinstallation of the operating system and applications in the event of hard drive failure.

Network uptime SLA and rebate

99.99% network (router) availability based on network average.
Packet loss to not exceed 2% over any 24 hours period from 3 independent routes.

For every hour above our acceptable outages on a calendar month, you will be credited 10% of your monthly fee, up to but not exceeding the monthly hosting fee. This does not include additional charges such as bandwidth overages. This is active only after a report of a failure by the Customer.

Limitations of Guarantee

The total credit granted to customer by any aspect of this Service Level Guarantee during any calendar month will not exceed the monthly fee for the same calendar month.

All guarantees will not apply if downtime or unavailability occurs during standard Fast2host maintenance windows or when Customer is notified at least 24-hours in advance of maintenance activities or unavailability of service guarantees.

Credits or remedy will be provided only upon request of the customer. Requests for credit due to server unavailability must be received within 7-days of the failure.

Fast2host will not be held responsible if a ticket is filled in error and the wrong contact details are input. Fast2host also reserves the right to levy a fee of £60.00 for false alarm and faultless system reports.

SLA times exclude the rebuild of a RAID array and the reinstallation of the operating system and applications in the event of hard drive failure.

Software and OS Support

We deploy your managed server ready-to-go with your chosen OS installed, updated and security hardened. We will monitor and maintain your server 24/7/365 ensuring it is always online. We can install extra software and configure servers to meet your needs. Everything from Exchange to SQL 2008, RAID to failover is available. By partnering with leading vendors such as Microsoft, CentOS, cPanel, Dell and many more, we are able to create a solution that meets your needs. However this is extra work which costs £60.00 per hour.

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