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Service Level Agreement

99.9% Network Uptime Guarantee

This guarantee is offered as standard to all virtual hosting, colocation and dedicated server customers.

In the event that network connectivity for your service plan is unavailable for more than 0.1% of time in any calendar month, one full day's service credit will be awarded for each hour of downtime beyond the 0.1% threshold. The maximum credit awarded in any calendar month will not exceed 100% of that month's hosting fees.

All claims for credit under this guarantee must be sent by email to sla@datasnake.co.uk and should be received no later than 7 days after the incident to which they relate.

4 Hour Hardware Fix Guarantee

This guarantee applies to all dedicated server customers.

In the event that critical hardware in your server fails such that the machine is not able to perform its primary duty as an Internet web server, DataSnake shall repair the problem or provide an alternative server within four hours of the source of such a fault being identified.

This guarantee covers hardware faults only and not configuration or reinstallation of software or the operating system.

Last update: 11 July 2002