Service Level Agreement (SLA)

Dedicated Server Warehouse is committed to providing the highest quality service to all customers. To support this commitment, Dedicated Server Warehouse gives the following service level guarantees and observes the following schedule of penalties for any failure to meet those guarantees.
Dedicated Server Warehouse guarantees 99.99% Network Service Availability, measured on a calendar-month basis. Network Service Availability is defined as the ability of a user from anywhere in the world to ping the firewall that your Dedicated Server is secured behind and to receive an average response of less than or equal to 500ms over a one hour period. Please email support@intrahost.co.uk to obtain the IP address of the firewall that is protecting your Dedicated Server.

Dedicated Server Warehouse does not backup customer Dedicated Private Servers, unless this service was purchased through the online store.
Dedicated Server Warehouse cannot guarantee the availability of either Dedicated Servers or Dedicated Server backups.
Intrahost shall not accept responsibility for failure to provide the back-up service due to but not exclusively, faulty tapes, faulty hardware, software bugs or data corruption.
The backup schedule will be as follows:-
- a. Full backup on weekdays, tapes to be recycled weekly.
- b. Full backup on Saturday, tapes to be recycled every 5 weeks.
All backup media will be stored off-site when not in use.
One non-chargeable restore per month is included in the price.
Further restores may be charged at a rate of £30 per restore.
After configuration, no test restores are included in the price, but may be carried out on request as an additional chargeable service.
Normally 24 hours notice is required to restore data, however in emergencies, every effort will be made to enable the restoration to service of your servers.
Intrahost’s Liability will be limited to one month’s paid regular backup service charge.

Dedicated Server Warehouse monitors the infrastructure as a whole but does not monitor individual Dedicated Servers, websites or mailboxes. Dedicated Server, Web and Email server unavailability caused by denial of service attacks, mail bombing, and other Denial of Service techniques is not included in uptime/downtime calculations.
Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by the actions beyond Dedicated Server Warehouse’s control including, but not limited to DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations.

Service unavailability resulting from network unavailability will be included in the Network Service Availability calculation. Network unavailability is defined as Dedicated Server Warehouse network's inability to pass incoming and outgoing TCP/IP traffic, including but not limited to backbone problems. Problems excluded include: problems on the customer's portion of the network, interruptions of service caused by denial of service or similar attacks or other forms of intrusion.

In the event of a Dedicated Server Warehouse server or network device hardware failure, Dedicated Server Warehouse shall replace or repair hardware within 24 hours of Dedicated Server Warehouse’s determination that the hardware has failed. Such hardware failure, and repair and replacement of the hardware and the associated downtime shall not affect the Network Service Availability calculation.

To guarantee optimal performance of the hosting infrastructure, it is necessary for Dedicated Server Warehouse to perform routine maintenance on the servers and network devices. Such maintenance often requires taking Dedicated Servers, web and email servers off-line, typically performed during off-peak hours.
Dedicated Server Warehouse will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible. Dedicated Server Warehouse reserves one hour of Service unavailability per month for maintenance purposes. Such unavailability is not included in the Network Service Availability calculation.

For each full hour of Service availability falling below the guaranteed up-time guarantee, upon your notification (described below), Dedicated Server Warehouse will provide you with a refund in the amount of 5% of that month’s paid regular service charges. No element of software licenses shall be refunded.
To receive the refund you must send a request by email with your name, including all dates and times of server unavailability, to support@intrahost.co.uk, in the month immediately following the month for which the refund is requested.
Dedicated Server Warehouse will then compare the information provided by you to the server availability monitoring data Dedicated Server Warehouse maintains and notify you of the issuance of any refund. A refund is issued if the unavailability warranting the refund is confirmed by Dedicated Server Warehouse server monitoring data.

The total refund to you for any account may not exceed 50% of the monthly fees paid for that account during the month for which the refund is to be issued.

Dedicated Server Warehouse