All of our services are eligble for everything outlined in this agreement. Please read it carefully
1. Terms
All services come with a guaranteed 99.9% Uptime Guarantee year on year, with an additional 1 day(s) of billing credit provided for every hour of downtime outside of this period, to the nearest hour.
This agreement doesn't cover planned maintenance, and only covers unplanned distruption.
2. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
2.1. Service Scope
The following Services are covered by this Agreement;
o Monitored email support during regular business hours (M-F 09:00-17:00)
o Monitored WHMCS Ticket support during regular business hours (M-F 09:00-17:00)
o Monitored Discord support during regular business hours (M-F 09:00-17:00)
o Planned or Emergency Maintenance where required
o Weekly system health checks
o Automated monitoring and alerting for system issues
2.2. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
o Payment for all support costs at the agreed interval.
o Reasonable availability of customer representative(s) when resolving a service related incident or request.
2.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
o Meeting response times associated with service related incidents.
o Appropriate notification to Customer for all scheduled maintenance.
o Appropriate response to alerts from automated alerting and monitoring systems
2.4. Service Assumptions
Assumptions related to in-scope services and/or components include:
o Changes to services will be communicated and documented to all stakeholders.
2.5. Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
o 0-1 hours (during business hours) for issues classified as Critical priority.
o 0-8 hours (during business hours) for issues classified as High priority.
o Within 48 hours for issues classified as Medium priority.
o Within 3 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.