CloudHosts service level agreement for guaranteed protection

CloudHosts service level agreement is a 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.

Network Guarantee

100% connectivity guarantee

UKFast has built the network to safeguard all our clients. We guarantee network infrastructure availability 100% of the time.

Network availability means all 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.

To ensure 100% network availability UKFast employs a number of systems. In every regional POP each circuit is connected to a different Juniper M7i router to ensure continuous unaffected service, even in the event of a total loss of a router and/or circuit. In addition each POP has a redundant UPS system, so should either UPS fail (or be taken out of service for maintenance) connectivity will not be affected.

Furthermore, we operate on the main hub between Manchester and London to maximise performance and reliability. Our network also benefits from extensive duplication of connectivity. This provision ensures that our network stays connected in any eventuality because we always have an uninterrupted route available.

And we run comprehensive round the clock monitoring of our network routers, circuits and power, so if there is a network issue we can act immediately.

We guarantee that when not undergoing scheduled maintenance, the network infrastructure will be available 100% of the time. In the event of unplanned network failure we will refund 24 hours service for every 60 minutes loss of 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.

Hardware Guarantee Failover In the majority of physical server failures automated alerts will inform CloudHosts engineers of a predicted or potential server failure. The CloudHosts engineers may then initiate a live migration of clients' solutions from that physical server to other physical server(s) with no affect to the workings of client solutions.

In the event that a physical server did fail - client solutions will failover to spare capacity elsewhere in the CloudHosts Cloud within 15 minutes.

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. CloudHosts replaces any failed component at no cost to the customer.

Support Guarantee

Support for the Cloud is provided on a Pay-As-You-Go basis to keep the base cost low for you.

We will fix any issues relating to the hardware infrastructure or the virtualisation software layer at no cost to the customer.

Anything below the virtualisation software layer, including but not limited to, any pre-installed software or general support queries, are subject to support credits. Support credits can be purchased from an advisor during working hours, or online through the client control panel 24/7.

Our UK based Level 3 support engineers are available 24/7. All calls are answered within a few rings, day or night. Please note all support is payable.

Costs for support during office hours are outlined below

Daytime Support Credits apply Mon to Fri 9am-6pm.

• Up to 30 mins support time / maximum of 1 incident = £60 per month (£120 per month for out of hours.)
• Up to 120 mins daytime support time / maximum of 4 incidents (or 60 minutes for out of hours, maximum of 2 incidents) = £180 per month.
• Up to 240 mins daytime support time / maximum of 8 incidents (or 120 minutes for out of hours. maximum of 4 incidents) = £240 per month.