Service Level Agreements
Service Level Agreements define the boundaries between responsibilities of our providers to us, our responsibility to you and the responsibilities you as the customer have to us.
Our current service level agreements from our providers are:
- 100% network uptime
- 1-hour hardware replacement guarantee
- Instant technical support from level 3 technicians (24-hours a day)
- 24 x 7 x 365 Manned Data Centre
Our service level agreement to you:
- Instant response on becoming aware of a problem
- No-nonsense fault reports - we'll tell you whats wrong and how long it will take to fix
- Proactive Management - we'll help your solution to grow when you need it, not before and not after
As a customer, you have a duty of care to us to ensure the integrity of your solution and our other customers solutions:
- Ensuring critical sites are backed up (this can be arranged through us)
- Ensuring your passwords are not compromised (and if so, informing us immediately)
- Alerting us to any issue or suspicious activity within your account
- Keeping up to date on your account
