Service Level Agreement

Dedicated servers
Ensuring that your server is available for the maximum possible time is crucial to our success as a Business Hosting Provider.

Our Standard Service Level Agreement (SLA) covers the following points:

Technical Support Hours

2) Telephone Response Times
3) Uptime Guarantee
4) Hardware Guarantee
5) Maintenance Downtime
6) Credit Allowances

Additional Services

7) Scheduled database backups
8) Scheduled template and asset backups
9) WebServer Monitoring
10) Disaster Recovery

General

11) Security
12) Privacy
13) Bandwidth

1) Technical Support Hours

2) Telephone Response Times

3) Network Downtime

We offer a 97.5% monthly network uptime guarantee for both our hosting network and our own internal ISP network. In the event of a network fault that takes your server off-line, we will offer a credit allowance as per the schedule in 6) Credit Allowances.

4) Hardware guarantee

In the case of hardware problems with Dedicated or Virtual Private Server (e.g. failure of hard disk, memory, CPU, power supply, etc.) spare machines and parts are retained on-site. This enables us to easily change faulty parts or even replace the entire server within 4 hours at no cost to the customer. We will replace failed hardware but we are not liable for the loss of data that results from a hardware failure. We offer a credit allowance for hardware faults extending beyond 4 hours. This hardware guarantee is only available for customers using our hardware.

5) Maintenance Downtime

Scheduled downtime for Server maintenance and essential upgrades will be notified 48 hours in advance to our Dedicated Server customers. We endeavour to restrict maintenance to a maximum of two half days (total maximum 6 hours) per month. Where scheduled maintenance exceeds 6 hours the credit allowance will apply.

6) Credit Allowance

Credit allowances are deducted from your charges and will be indicated on your bill. Credit allowances cover the period of service interruption that begins when you or our monitoring system reports a malfunction in service. The interruption period ends when the affected service is operative. Credit allowances do not apply to interruptions that result from scheduled maintenance and repair (We will provide advance notice of scheduled maintenance). An interruption period ends when the affected service is operative.

Network fault is defined as an outage in which you are unable to connect to any site at your location but does not include planned outages, partial outages or degradation of service due to high packet loss, or similar conditions, which may be indicative of the Internet as a whole.

7) Database Backups

We offer a weekly backup of all databases associated with each Website hosted on the server, fees related to the number and size of the databases.

8) Asset Backups

We offer a backup and archive service of all assets associated with each Website on the server to include Web page templates, image and audio files. Fees relate to the quantity and size of files.

9) Webserver Monitoring

Our servers are continuously and automatically monitored. We are immediately informed of any potential problem so that it is normally rectified before your service is affected. Datapartners Virtual Private Server customers can apply to have their servers put on the alert system which will page you immediately via SMS text message if any problem with your server is detected. Additional fees are payable in advance for SMS credits.

10) Disaster Recovery

In the event of a catastrophic hardware failure the client may want to ensure safety copies of their Website configuration, databases, templates and all assets are held on a suitable medium at a remote location. Typically this would be a set of CD-ROM disks that should be tested for readability. This service would be costed depending on the size of files and data.

11) Security

Dataparter's security systems are first-rate. We have invested considerable time and expertise in ensuring that our security policies, at all levels, are comprehensively monitored and highly-tuned to protect our customers' best interests.

We are compliant with all best practice security procedures regarding data integrity, privacy and the communication of sensitive information.

As an example of this policy we continually reference both the Data Protection Act and British Standard 7799 - Security in Information Systems.

12) Privacy Policy

We will not pass or sell your private information to anyone else and it is stored securely.

13) Bandwidth

The bandwidth (data transfer) included per virtual Webserver/Domain is 4,000mb/month.