For full details of our Service Level Agreement for colocation services, please see our colocation terms of service (pdf, new window).
Power
We aim to provide 100% service of power to your cabinet and will compensate you, should we not meet this target. The following table outlines this compensation plan:
| % of month power is available | Service credit (% reduction of monthly fee) |
|---|---|
| < 100.00% | 5% |
| < 99.95% | 10% |
| < 99.90% | 15% |
| < 99.85% | 20% |
| < 99.80% | 30% |
Temperature
We aim to provide service of 99.97% with regard to temperature levels for your cabinet and will compensate you, should we not meet this target. The following table outlines this compensation plan:
| % of month temperature remains between 18 and 25 degrees celsius | Service credit (% reduction of monthly fee) |
|---|---|
| < 99.97% | 5% |
| < 99.85% | 10% |
| < 99.70% | 15% |
| < 99.30% | 20% |
| < 99.85% | 30% |
Network
We aim to provide a minimum of 99.95% availability service of network to your cabinet and will compensate you, should we not meet this target. The following table outlines this compensation plan:
| % Network Availabilty | Maximum Outage Period (hours) | Service Credit (% reduction of monthly fee) |
|---|---|---|
| 99.70 – 99.95 | < 2.23 | 5% |
| 99.00 – 99.69 | 7.74 | 7% |
| 95.00 – 98.99 | 37.2 | 15% |
| 90.00 – 94.99 | 74.4 | 20% |
| 85.00 – 89.99 | 111.6 | 25% |
Further information
If you have any questions about our SLA or any other aspect of our service, we would be delighted to help: you can contact us online or by calling 0808 222 2221.
Help, advice and ordering
- Freephone: 0808 222 2221
- Online enquiry
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