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Service Level Agreement
Service Level Agreement
Our Service Level Agreement (SLA) is specifically tailored to meet your needs and sets out clearly what levels of service you can expect, and what compensation we will provide in the unlikely event of us failing to reach these levels. We place great emphasis on the quality of our service and feel that our industry-leading SLA reinforces our commitment to provide you with the best possible service.
99.9% Connectivity - Money Back Guarantee
Thanks to the power and resilience of the Netcetera network infrastructure, we can guarantee that our network will be available 99.9% of the time. If you find that we fail to meet this promise, we will refund 1 day's service for every hour that connectivity has been unavailable over and above 0.1% of the month, extending in value up to a maximum of your monthly subscription charge.
Bandwidth Guarantee
We guarantee that we'll always have enough bandwidth available to service every single customer at their full capacity, so your site will never be slowed down by oversold bandwidth.
Price Freeze
We will never put your prices up and that's a guarantee - what you pay today you will pay tomorrow even if the price changes to new customers.
Managed Services SLA
In addition to the guarantees of our standard SLA, clients who have selected a Managed services solution (M200, M300) also benefit from:
99.999% Connectivity - Money Back Guarantee
Thanks to the power and resilience of the Netcetera network infrastructure, we can guarantee that our network will be available 99.999% of the time. If you find that we fail to meet this promise, we will refund 1 day's service for every 30 minutes that connectivity has been unavailable over and above 0.001% of the month, extending in value up to a maximum of your monthly subscription charge.
Guaranteed Hardware Resolution
If for any reason any of the hardware in your solution fails, we will rectify the problem within 2 to 4 hours (depending on Management option) of our technician confirming the hardware fault. This does not include the time it takes to perform additional software related maintenance, including rebuilding data from backups or rebuilding raid arrays.
Credits
Any credits offered under the SLA will be allocated to your Netcetera account. Any claim under the SLA must be made within 30 days of the event; claims following this time cannot be authenticated and hence no credit will be awarded. Customers are therefore requested to notify Netcetera of any network downtime immediately and upon confirmation that the network was unavailable as a result of Netcetera's actions, a credit under the SLA will be calculated from the time that the network downtime was reported.