Service Level Agreement with commitment
At ForLinux, we take our commitment to client care and exceptional service provision very seriously. Unlike many other hosting providers, in addition to our Hardware replacement guarantee, we provide a Service Level Agreement that covers Network availability & Support response times.
Software and Support
We guarantee a response in accordance with the table below:
| Priority | Description | Response Time |
|---|---|---|
| Critical | The entire server is 'down' & inaccessible. All users affected. | As soon as reasonably practical and in any event within 30 minutes during Support Hours. |
| High | Operation of the Services is severely degraded, or major components of the Service are not operational and work cannot reasonably continue owing to a hardware or software failure. More than 20 users are affected. | Within 2 hours during the Support Hours. |
| Medium | Certain non-essential features of the service are impaired or subject to periodic interruptions while most major components of the Service remain functional. More than 10 users but less than 20 users are affected. | Within 8 hours during the Support Hours. |
| Low | Errors that are non-disabling or cosmetic and clearly have little to or impact on the normal operation of the Services. Between 1 and 10 users affected. | Within 24 hours during the Support Hours. |
Network
We guarantee our data centre network will be available 100% of the time in any given monthly billing period, excluding scheduled maintenance.
We guarantee our data centre HVAC and power will be functioning 100% of the time in any given monthly billing period, excluding scheduled maintenance.
Hardware
We guarantee the functioning of all server hardware. If a server host fails, we guarantee that restoration or repair will commence within one hour of problem identification.
Are you really receiving the best service level from your existing hosting provider?
We think you deserve the best! Our service level agreements are second to none and ensure you get to speak to a highly skilled Linux only technician who is fully committed to keeping your business online. Call us today on and let’s work together.
