SERVICE LEVEL AGREEMENT
Shared Server Hosting

Standard Support Contract

Service description

The service provides for the provisioning of the shared hosting products offered by Web Work as a reseller for FASTHOSTS and DIYHOST

This Service Level Agreement (SLA) sets out the levels of technical support and service credits available in the event of Service unavailability.

1. 1 Technical Support hours

Monitoring of Network
24 hours a day, 365 days a year
Technical support working hours Monday to Friday
9.00am to 5.30 pm
Saturday & Sunday
Emergency cover only
Public holidays
Emergency cover only

1.2 Responsibilities of Web Work

Web Work will provide:

Guaranteed Service availability for each of the shared hosting products, as specified in the table below. The Service availability is defined as the uptime of the managed server hardware and the network infrastructure provided between FASTHOSTS and DIYHOST managed server hardware and the Internet exchange*.

Guaranteed Service availability 99.90%

Response to an email notifying us of any Service problems as soon as possible and in any event within 24 hours.
24/7 System Support. Response procedures to system failures actioned within 30 minutes of failure notification during working hours and 60 minutes outside of working hours.
9am – 5.30pm, Monday – Friday (except Public Holidays) Telephone Support.

technicalsupport@web-work.co.uk

1.3 Responsibilities of the customer

It is the customer's responsibility to operate and manage any services allocated to them and to comply with Web Work's Terms and Conditions.

1.4 Calculating Service Credits

Service Credits are applicable should the Service become unavailable. The Total Outage Period shall be calculated in the following manner:

The Outage Incident Start time of a Service being unavailable shall be defined and measured from the time the fault is detected by us or is reported to our Support Desk.

The Outage Incident End time of the period of unavailability shall be deemed as the time at which the service can be demonstrated to be available by a PING command.

The Total Outage Period shall be the period, or sum of multiple periods as applicable within any calendar (excluding any period of planned downtime) from the Outage Incident Start time to the Outage Incident End time, each as outlined above.

The Total Monthly Time Period is calculated by taking the 24 hours in each day and multiplying these by the average number of days in each calendar month (365 days per year, divided by twelve months = 30.42 days per month).

If, during any given calendar month the Total Outage Time is greater than 0.1% of the Total Time Period of the calendar month, then the service shall be deemed to have been unavailable for an unacceptable period. The customer shall be provided a credit against future Service Subscription Fees, on presentation of a written claim within 30 (thirty) days of the first occurrence of the Outage, a sum equal to the amount of Service Subscription Fee pro-rated for the period of the Total Outage Time less the pro-rated sum for the first 0.1% of the given calendar month.

The provision of Service Credits is the sole compensation available to customers in the event the services are unavailable. This SLA is supplemental to Web Work's standard terms and conditions, which apply to all services supplied

1. 5 Planned and emergency downtime

Web Work reserves the right to close down customer systems with no notice should emergency maintenance become necessary.

For planned downtime, Web Work will inform the customer by posting the relevant information on the Network status page.

It is not expected that these planned downtimes will exceed more than 8hrs/month and this planned downtime is excluded from any calculation of availability.

* Technical support other than described above, may be purchased separately as Advanced Support (on request) and is provided in line with the Standard Price List. In the event that any downtime is caused by customer intervention/ error and the customer approves the use of Advanced Support to remedy the error then the customer is liable for the relevant Advanced Support charges incurred in resolving the problem