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Our Dedicated Servers come with an SLA

Posted on: May 25th, 2014 by VeloxServ

There’s no point in having a Dedicated Server from us if you don’t have a solid SLA (Service Level Agreement) ensuring up-time is nothing short of excellent, that’s why we’ve set out the following promises to our customers.

Our Dedicated Server SLA:

Our dedicated servers are built on the latest SuperMicro and Dell hardware ensuring high availability. Our dedicated server network has resilient connections to the Internet which means we are confident enough to guarantee 99.95%network availability. We monitor our networks internally and the above excludes any scheduled maintenance.

We aim to fix hardware and network issues within 4 hours. In the unlikely event we fail to meet this guarantee, you can claim one day’s service credit for every hour that your server is unavailable, after the initial 4 hour period, up to a total of 30 days.

Requesting Credit

To claim your credit, please raise a ticket to our support team via the Client Area. Any credit on your account will automatically be added to your next invoice or used when purchasing additional products.

Exceptions

Our SLA does not cover the following:

  • Any events beyond the reasonable control of VeloxServ, including but not limited to, fire, flood, virus or  DDoS attacks/ hacking, or failure of third party software.
  • DNS issues outside of our control
  • Any customer actions that lead to server issues. Including but are not limited to, custom scripts or coding, 3rd party software installed on the server, willful misconduct or breach of terms and conditions.
  • Hardware upgrades, scheduled or emergency maintenance.

Our Support

Our dedicated servers allow you to install exactly what you want and manage it however you want to. If you prefer to have full root access, a dedicated server is ideal. This also means you’re responsible for software management and security of your server. Our support team are available to manage your dedicated server if required so please get in touch to discuss.

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