// advanced support

Advanced Support - SLA (Service Level Agreement)

An important part of choosing your hosting provider is the level of service that you receive from your chosen company.

The lowest price is not always the best if it means sacrificing speed of bandwidth, quick reboots (APC Remote Reboot installed) and support staff who know what they are talking about.

At eServers we pride ourselves on the highest levels of quality and customer service, to give our customers peace of mind we have a guaranteed Service Level Agreement (SLA).

The three major points of our Service Level Agreement are:-

• 99.9% connectivity and network uptime!
• Bandwidth guarantee!

99.9% Connectivity and Network Uptime

We guarantee that our connectivity will be available at least 99.9% of the time (even though we are normally available 100% of the time).

eServers availability guarantee ensures Internet connectivity is provided to eServers customers 100% of the time and, as set forth below; eServers will credit Customer's account if eServers fails to meet this Network Uptime Guarantee during any given calendar month. At Customer's request, eServers will calculate Customer's "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the eServers Network was not available to the customer, but will not include unavailability which Customer fails to report to eServers within seven days, or any unavailability resulting from

• Scheduled eServers Network Maintenance,
• any Customer owned/maintained circuits or equipment failure,
• Customer's applications or equipment,
• acts or omissions of Customer
• any use or user of the service authorized by Customer or
• reasons of Force Majeure.

Many companies offer this but not many have gone to the extent of having a fully redundant gigabit switched network, many separate backbone providers, redundant routers and fibre coming in at multiple points to the building.

Should we fail this promise and our network is unavailable for more than 99.9% in any full calendar month then we will refund 1 hour of service for every hour connectivity has been unavailable over and above 99.9% of that month. This guarantee extends in value up to a maximum of your monthly subscription charge.

Bandwidth Guarantee

Many providers oversell their bandwidth, this means that if all their customers started to use more bandwidth then they would not have the capacity to handle this and as a result your servers would be very difficult and slow to access.
At eServers we guarantee that we have a 1:1 contention ratio on bandwidth. This means that we will always have enough bandwidth to service every single customer at their full capacity.