Service Level Agreement from Sentry Digital

Service Level Agreement

An important part of choosing your dedicated server is the level of service that you receive from your dedicated servers company. The lowest price is not always the best if it means sacrificing speed of bandwidth, quick reboots and support staff who know what they are talking about.

At Dedicated Servers we pride ourselves on the highest levels of quality and customer service, so to give our customers peace of mind we have a guaranteed Service Level Agreement (SLA).

The four major points of our Service Level Agreement are:-

30 minute reboot guarantee

99.9% connectivity guarantee

Price freeze

Bandwidth guarantee

30 minute reboot guarantee

Should your server stop responding then you need to get it rebooted as quickly as possible - to do this you can visit our web based reboot request form. This gives us all the information we need to get your server rebooted as soon as possible.

We guarantee that we will have your server rebooted within 30 minutes - 7 days a week, 365 days of the year.

99.9% connectivity guarantee

We guarantee that our network will be available at least 99.9% of the time (even though we are normally available 100% of the time). Many companies offer this but not many have gone to the extent of having a fully 10/100 switched network, 3 separate backbone providers, redundant routers and fibre coming in at multiple points to the building.

Should we fail to meet this promise and our network is unavailable for more than 0.1% of the time in any full calendar month, we will refund 1 days service for every hour connectivity has been unavailable over and above 0.1% of that month. This guarantee extends in value up to a maximum of your monthly subscription charge.

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.

Bandwidth guarantee

Many providers oversell their bandwidth, so if all their customers started to use more bandwidth they would not have the capacity to handle this and as a result customers' servers would be very difficult and slow to access.

At Dedicated Servers we guarantee that we have a 1:1 contention ratio on bandwidth. This means that we will always have enough bandwidth to service every single customer at their full capacity.

Credits

Any claim under the SLA must be made within 48 hours of the event. Any claims following that time can not be authenticated and hence no credit will be awarded.

Contact

To learn more about the benefits that you will be receiving, arrange a site visit or send you a quotation please call 0870 774 0400 or click here to complete a short feedback form.