ISO270001 Secure 24 / 7 Monitored Hosting

Provided by Ukfast

Our service level agreement (SLA) is our commitment to giving you the highest standard of customer service, support and care: guaranteed. The SLA agreement is provided by UKFast and does not reflect the response time of CWA. All support enquiries will be secure and private between UkFast and CWA.

Network Gurantee

100% CONNECTIVITY GUARANTEE

You’ll benefit from our network infrastructure availability, with a 100% connectivity guarantee.

Each circuit in every regional POP (internet access point) is connected to a different Juniper M7i router to ensure continuous service, even in the event of a total loss of a router and/or circuit.

In addition, 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.

To maximise the performance and reliability of our network we operate on the main hub between Manchester and London – and with significant duplication of connectivity we endeavour 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 is a network issue we can act immediately to resolve any potential issues.

WHAT IS NETWORK INFRASTRUCTURE?

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 unplanned network failure we will 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.

Hardware Gurantee

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.

PARTS AND LABOUR WARRANTY AND REPLACEMENT

Our parts and labour warranty covers all parts and labour costs involved in the event of a related parts failure. We replace any failed component at no cost to the customer.

Support Guarantee

2 HOUR RESPONSE AND FULL REPORT PROMISE

With our standard SLA, 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 you will be notified by telephone. We provide a detailed overview of the issue and let you know when it will be resolved. You are kept updated with phone calls until the problem is resolved. An engineer’s report with full details of the issue and resolution is sent to you within 12 hours of completion.

24/7 REBOOT

As our data centres are manned 24/7 our team is always on-hand to manage and maintain your server. So, should the need arise, we will reboot your servers, physical or remote, 24-hours a day without any cost to you.

24 HOUR EMERGENCY TELEPHONE SUPPORT

We guarantee that our level-three qualified technical support team is available 24 hours a day, seven days a week, 365 days a year for emergency telephone support. And as a Redhat and Microsoft Hosting Partner, you can rest assured that our new breed of Dynamic Support™ is the most comprehensive in the industry – your server is in safe hands.

We’re here to answer any phone call you make to our dedicated emergency support team, whatever the hour of the day and within three rings.

SLA Guarantee

15 MINUTE PRIORITY RESPONSE

At UKFast we’re dedicated to providing exceptional customer service, which is why we’re offering the optional benefit of our exclusive SLA+ as part of our bespoke Total Cover package.

If you choose to implement our SLA+ our award-winning technical support team will deliver a speedy 15 minute response plus 1hr hardware replacement 24/7/365 – helping you maintain uninterrupted business operations courtesy of our 100% network uptime guarantee.

Our unrivalled priority service ensures our highly-qualified specialists get to the heart of matter to fix any errors before downtime occurs, minimising profit loss whilst maximising business efficiency. Whether your organisation is an SME or enterprise-level, our technicians are your first point of contact to help resolve your issue from start to finish – and that’s a UKFast guarantee.

ONE HOUR HARDWARE REPLACEMENT

Our unrivalled service ensures our specialists get to the heart of 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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