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CORPORATE - Service Level Agreement
Our aim is to provide our customers
with levels of service that match the importance and business-critical
nature of the solutions we provide. We feel our service should
exceed your expectations - you should come to rely on it.
As an Internet Service provider
we are aware that business-communication is critical to your
employee's productivity and ultimately your company's profitability.
That is why since our company began we have been busy developing
our services around the country's most advanced technical infrastructures
to ensure that we provide a consistent high level of service.
Server uptime, response, flexibility and
resilience are four of the most important elements to our
service and we believe, that the introduction of this service
level agreement, will not only benefit our customers but also
help us to aspire to greater service levels.
Service Level Agreement
1) Up-time for
email and web hosting 99.9%
2) 100% of all viruses detected (If VITANIUM
service subscribed to)
3) All email support requests responded
to within 4 working hours
4) All virus release requests processed within 2 working hours
5) All hosting & VITANIUM detection
services set-up within 4 working hours of signed order receipt
6) All sales charged at local rates
7) All support calls charged no greater
than national rates
8) Price guarantee during contract
period
9) 08:30-19:00 telephone support
Monday to Friday
10) 24/7 System Support.
Service Level Commitment
1) Between 95 to
98% of Spam & Pornography emails quarantined
2) Daily backups
3) Virus definition databases updated every
15 minutes
4) Response procedures to system failures
actioned within 20 minutes of failure notification
If you have any questions regarding our
service level commitment, please do not hesitate to contact
our Customer Services team on ++44 (0)1233 850906.
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