Service Level Agreement

Last Updated: Tuesday January 21st, 2020 at 15:00
1. Service Availability

We will provide at least a 99.9% uptime service availability level (Uptime Service Level). This availability refers to an access point on our backbone network only. It does not apply beyond that as you are responsible for your own internet access. Availability does not include maintenance events as described in our Terms of Service at clause 5.3, or outages or disruptions caused by you or a third party (except where the third parties are our subcontractors performing services for us), or outages or disruptions attributable in whole or in part to events that are beyond our control.

2. Availability Measurement

Availability measurement shall be carried out by us and is based on the monthly average percentage availability, calculated at the end of each calendar month as the total actual uptime minutes divided by total possible uptime minutes in the month.

3. Support services

We will provide help desk support which may be accessed via UK 0333 016 0901 US 1 833 580 1552 EU 0808 196 4522 AUZ 1 800 531 501 and email address through which you may report any issues you may experience whilst using our Services. The helpdesk support will be available 24x7. We will respond to reported issues as soon as we reasonably can, but do not commit to any specific response or resolution times.