We guarantee for our uptime to be 99.98% within any given calendar month, holding us liable if it drops below the advertised uptime.
If due to any reason your uptime with us ever goes below 99.98% in a calendar month, we will:
Create a full incident report and share it with all affected clients, providing an explanation of what happened and how we aim to prevent this issue from affecting our systems again.
Contact all of our affected customers to ensure all of their systems are operating correctly. We immediately issue a refund (your service will be unaffected) for the full calendar month on which this incident occurred.
We immediately offer the option to cancel any billing cycles, completely free of charge and provide a full refund on the remainder of your billing cycle, along with full the calendar month on which this incident occurred.
Broadband and VOIP services
Broadband and VOIP services abide by a separate SLA guarantee.
Unfortunately due to the many issues that are not under our control for broadband and VOIP, we cannot offer a definitive uptime guarantee. We do however offer strict service agreements in case of issues affecting your service.
For standard SLA customers, broadband and VOIP issues need to be resolved within 48 hours, usually our issues are resolved within 4 hours or less. In the case of a line issue or an engineer visit being required, we will attempt to book an engineer at the earliest availability possible.
If we are unable to book an engineer to visit your business within 24 hours, we will provide you with a temporary solution to your outage for free.
For critical care SLA customers, broadband and VOIP issues need to be resolved within 6 hours, usually our issues are resolved in 2 hours or less. We offer complete priority in booking an emergency engineer visit to restore service to your business.
We offer 24/7 availability for support and engineer callouts for critical care customers. With line monitoring and advanced maintenance schedules to prevent issues.
All of our users can upgrade to critical care, please contact sales if you are interested.
What happens if our panels are down but services are unaffected?
If this is the case, we will offer a 5% - 10% discount for the calendar month on which this incident occurred. The percentage is dependant on how your operations would have been affected during this outage.