Server Service Level Agreement
Last Updated: 28th January 2015
Eagle Networks Ltd Server Service Level Agreement
At Eagle Networks Ltd we aim to deliver the highest possible levels of up-time and agree that the Server Hardware and service critical infrastructure, including Power and Network Connectivity will be available for 99% of the time (excluding scheduled maintenance, advance notice of which will be given wherever possible).
In the event of an outage to one of these service components which results in server downtime customers may be entitled to claim a service credit of one day's service fee for every hour that the server is unavailable, depending upon the outage circumstances. The period of the outage will be measured from the time you report the problem to our confirmation of restoration of service.
SLA claims may be made up to a maximum of one month's service fee in any calendar month.
Outages caused by third party software installations or other modifications to the default server operating system as deployed do not fall within the terms of this Service Level Agreement.
While Eagle Networks take regular Backups of the customer data on our servers, Eagle Networks Ltd cannot guarantee the integrity of the customer data once the restore process has been completed. The backing up of data is subject to clauses 12.2 and 12.3 of Eagle Networks Ltd General Terms and Conditions.