Service level agreement to protect our clients
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UKFast's dedicated server and managed hosting client service level agreement is demonstration of our continuing commitment to the very highest standards of customer service, support and care. Giving you complete peace of mind - it's total protection for your business, guaranteed.
- 100% connectivity guarantee - STRONGER GUARANTEE
- UKFast have built the network to safeguard all our clients. We guarantee network infrastructure availability 100% of the time.
- Network availability means all network infrastructure including routers, switches and cabling is working. The 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 or software running on your servers are not counted as part of the network.
- 1-hour hardware replacement - NEW FEATURE
- In the remote event of a server hardware failure that cannot be fixed, UKFast guarantee that the hardware will be replaced with within one hour of the problem being diagnosed. 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.
- Labour and parts warranty and replacement
- Our parts and labour warranty covers all parts and labour costs involved in event of a related parts failure. UKFast will replace any failed component at no cost to the customer.
- Fifteen minute rapid response promise
Should you have a problem with your server you can rest assured that a qualified engineer will be working on the problem within 15 minutes of being notified.
In the rare event that your problem cannot be solved within 15minutes you will be notified by telephone. We provide a detailed overview of the issue and let you know when you can expect it to be resolved.
You are kept updated with hourly phone calls until the moment the problem is resolved. An engineer’s report is sent to you within 12 hours of completion.
- 24/7 remote reboot and power cycle requests
- We will remotely reboot or power cycle your server 24-hours a day. Reboot and power cycle requests will only be accepted through our Priority Support System and provided free of charge during Standard Office Hours.
- Bandwidth Insurance
- As trade suppliers of Internet Services we endeavour to provide the highest grade of bandwidth available throughout the World at the best prices. UKFast aggregate bandwidth from different suppliers ensuring fast, reliable connectivity at all times. We are committed the very best quality of low latency and reliable service at all times.
Plus there is no charge for any additional bandwidth usage that may occur due external, non-authorised usage.
- 24-hour emergency telephone support
- Our level three technical support staff are available seven days a week, 365 days a year for 24-hour emergency telephone support.
So start optimising the performance of your dedicated server today and with our SLAs - call 0800 458 4545 or request a quote online.
