Service Level Agreement

30 Minute Reboot Guarantee

Should your server stop responding, then you will need to get it rebooted as quickly as possible. To do this, call (01536) 747000, Fax (01536) 747444 or e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We guarantee that you will have a response and help will be on its way within 30 minutes - 7 days a week, 365 days of the year.

99% Connectivity - Money Back Guarantee

We guarantee that our network will be available at least 99.9% of the time (even though we are normally available 100% of the time). Many companies offer this, but very few have gone to the extent of having a fully 10/100 switched network, 3 separate backbone providers, redundant routers and fibre coming in at multiple points to the building. Should we fail to meet this promise and our network is unavailable for more than 0.1% of the time in any full calendar month, we will refund 1 days service for every hour connectivity has been unavailable over and above 0.1% of that month. This guarantee extends in value up to a maximum of your monthly subscription charge.

Bandwidth Guarantee

Many providers oversell their bandwidth, so if all their customers started to use more bandwidth they would not have the capacity to handle this and, as a result, customers' servers would be very difficult and slow to access. Our backbone providers guarantee that we have a 1:1 contention ratio on bandwidth. In short: we will always have enough bandwidth to service every single customer at their full capacity.

Automatic Email Switch Over

Should our main server fail, then our backup server will take over ensuring that our clients have email available 24 hours per day, 365 days per year.

For further information, please view our Terms and Conditions (.pdf format)