The Hostway Service Level Agreement applies to Dedicated Server customers only. When ordering a dedicated server, you will be provided with your own signed SLA which will cover the detail of the contract, including specific component support.
Service Level Agreement (SLA) Guide
We are committed to providing all our customers with the highest level of technical support and recovery service in the industry today. Our technicians are experts in their field, not only keeping client services operational, but also providing friendly and quality technical advice whenever necessary.
Hostway’s Dedicated Server Support can be contacted between the hours of 09.00 – 18.00 and our general corporate support can be contacted 24x5. Emergency 24x7 support is also provided via trouble ticket direct to the data centre. Hostway understand how important technical support is to our customers. We ensure that you are properly advised at the outset and properly supported from day one, with a variety of flexible support products designed to meet your specific requirements from telephone support through to full 24x7 days a week coverage for 'mission critical' operations. Engineers are made available at a cost of £90.00* per hour who can configure or install software on your behalf.
The entire Hostway network is monitored 24 hours a day by qualified Corporate Support engineers. We also operate Pager Alarm Response Services, so Corporate Support engineers can proactively monitor services and the current status of network resources. If a problem is detected or anticipated our engineers can respond and inform you immediately.
Hostway provide a quality assurance model in all aspects of our inspection, testing, installation and recovery procedures.
Hardware uptime SLA and rebate
 99.9% Server Hardware Functional Availability
99.9% Power to Machine guarantee
For every hour above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
Network uptime SLA and rebate
99.97+% network (router) availability based on network average
Average delay time not to exceed 300ms in Europe and 500ms to the US from 3 independent routes.
Packet loss to not exceed 2% over any 24 hours period from 3 independent routes.
For every hour above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
Response Time SLA
Your server equipment is covered by Hostway’s 2+2 guarantee. Which states that we will guarantee to respond to any hardware failure within 2 hours and will work with best endeavours to replace any faulty hardware within a further 2 hours from report. Please be aware of your dedicated server contract in relation to this. Please be aware we will only respond to an authorised contact for the appliance, namely the account holder.
We provide the following guarantees for response times to issues received
During business hours of the dedicated Support team, a 120 minute response
During business hours of Key Accounts (for those who qualify), a 60 minute response
During out of hours, through the Emergency out of Hours support team, a 120 minute response
If Hostway fails to respond to your ticket within 120 minutes from submission date, for every 60 minutes over and above 120 minutes, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
Hostway will not be held responsible if a ticket is filled in error and the wrong contact details are inputted. Hostway also reserves the right to levy a fee of £90.00 for false alarm and faultless system reports
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