Service level agreement
UKFast's dedicated server service level agreements are demonstration of our continuing commitment to the very highest standards of customer service, support and care.
Our
SLA gives you peace of mind - it's total protection for your business, guaranteed.
Uninterrupted power supply
Power to your racks will be provided via individually wired 16 Amp supplies with separate breakers. This means that the power supply to your equipment is not at risk from others overloading shared breakers - a common problem in less sophisticated facilities. The UPS and diesel generator system ensures continuous power supply to all equipment and these systems have a seven-day independent run time in the event of mains failure.
Environmental monitoring
MANOC® and Telehouse provide a range of monitoring solutions to cover your network devices and servers. We operate an SMS text messaging system from all servers, so that our technicians are alerted immediately in the event of a problem with your equipment. Tailored procedures such as these allow our skilled technical team to react swiftly to specific conditions as they arise.
Top level security
MANOC and Telehouse are Secure Data Facilities. Raised flooring allows the provision of power and data cabling between racks and to telecommunications suppliers. Within the facilities temperature is controlled to 22°C and relative humidity maintained at 45%. The technical support team are available 24/7/365 to rectify any faults that should occur with our service. We also have secure site access and control with 24/7 internal CCTV monitoring.
Remote reboot and power cycle requests
We will remotely Reboot or Power Cycle your server within a reasonable time of receiving a request to do so. Reboot and power cycle requests will only be accepted through our Priority Support System and provided free of charge during Standard Office Hours.
Bandwidth guarantee
As trade suppliers of Internet Services we endeavour to provide the highest grade of bandwidth available throughout the World at the best prices. UKFast aggregate bandwidth from different suppliers ensuring fast, reliable connectivity at all times. We are committed the very best quality of low latency and reliable service at all times.
Technical support
Standard Office Support Hours - Monday to Friday from 8am to 8pm
Technical Support Main Number - 0870 111 8866
Out of hour's Dedicated Server Support 24/7/365 - Information provided with account details
Technical Support Email - support@ukfast.net
Priority Support System - Further information provided with account details
99.99% Service level guarantee
Supply of access to the Internet shall be available at a level 99.99% per year. If the network fails for more than 0.01% of any one calendar month, we will refund 24-hours service for every 60-minutes loss of connection over and above the 0.01% of that month, 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.
Rapid response promise
We promise you hosting that is truly headache free by having qualified engineers on duty 24 hours a day.
15 minute guarantee
Should you have a problem with your server you can rest assured that a qualified engineer will be working on the problem within 15 minutes of being notified.
24/7 reboot guarantee
We will reboot your servers (physical or remote) in Telehouse or MANOC, 24-hours a day - without cost to yourselves.
Hardware warranty and replacement
With SLA plus, in the remote event of a server hardware failure that cannot be fixed, UKFast guarantee that the server will be replaced with a new server.
Labour and parts warranty and replacement
Our parts and labour warranty with SLA Plus will cover all parts and labour costs involved in event of a related parts failure.
24-hour emergency telephone support
For customers on our SLA plus, 24-hour emergency telephone support is available seven days a week, 365 days a year. So start optimising the performance of your dedicated server today and with our SLAs - call 0800 458 4545 or request a quote online.
