Service Level Agreement

This service level agreement (SLA) sets out our obligations to you our client and the compensation you are entitled to should we fail to meet these obligations. It is provided as a supplement to our

Terms and Conditions
Acceptable Use Policy

We may update this SLA from time to time by notifying you.

Internal Network

The internal network includes routers, firewalls, switches and cables inside our network perimeter that are under our exclusive control. It excludes network hardware such as network interface cards in the server itself or additional network hardware purchased as part of your service with us.

Downtime: When two servers provided by CloudSpace at the same physical geographic location are unable to communicate with each other for a period exceeding 20 minutes due to a fault within the internal network.

It specifically excludes issues as the result of incorrect configuration of the network interface card, incorrect firewall rules or other such similar issues.

Guarantee: 99.99% in current service period

Service Credits: 2% of the monthly service fee for every 30 minutes of downtime in excess of this guarantee.

Internet (External Network)

The Internet or External Network is any third-party networks that exist between our internal network perimeter and the end users internet connections. It excludes the end users ISP connectivity.

Downtime: When a server hosted by CloudSpace is unable to transmit data for a continuous period exceeding 20 minutes as a direct result of a fault within the external network. For the avoidance of doubt downtime is only considered when a server cannot send and receive data from at least 2 major network providers.

Guarantee: 99.99% in current service period

Service Credits: 2% of the monthly service fee for every 30 minutes of downtime in excess of this guarantee.

Datacentre Infrastructure

Datacentre infrastructure includes all critical components that could impact the operation of your service including Power, HVAC and UPS Equipment. If specifically excludes server hardware, power supply units, network equipment and software.

Downtime: A condition of downtime exists when your service is offline as the result of a failure of a component of datacentre infrastructure as described above. Downtime is measured from the point that we are alerted to the condition whether that be through alarm from our infrastructure monitoring or first ticket received where failure of datacentre infrastructure is deemed the cause.

Service Credits: 2% of the monthly service fee for every 30 minutes of downtime in excess of this guarantee.

Hardware

Where a hardware fault exists the server in part or whole will be replaced within 4 hours of a CloudSpace engineer diagnosing reported issue as a fault. Where hardware replacement is necessary we will replace with the same or better configuration.

Service Credits: 2% of the monthly service fee for every 30 minutes of downtime in excess of this guarantee.

Standard Technical Support

The standard support service offered as part of our service to you where you haven’t taken out any additional management products. It includes the following:

Troubleshooting and resolution of issues of the server hardware, network connectivity and issues relating to the CloudSpace "Cloud" platform.
Services are deployed automatically using our provisioning platforms and administrative access is provided to the operating system requested at point of order or during the process of building your cloud server.
At the point of handover of service (e.g On receipt of Service Delivery email) all administrative tasks become the sole responsibility of the client.
At our sole discretion we may sometimes provide additional support or advice as part of our standard service but this is not guaranteed. Where ongoing support is required this will become chargeable at our standard hourly charge of £75p/h.

Support and Management

Where a server management package has been taken out the following tasks will be performed on-demand:

Troubleshoot Issues with the core operating system or any software installed by us as part of your service.
Applying Upgrades or Patches to the operating system or any additional software provided by us.
Configuration and Optimisation of the core operating system and any software provided by us.
Installation of any additional software modules (e.g. PHP Modules, Additional Windows Features etc.)
Installation of third-party software as required by you but at our sole discretion.
Configuration tasks within cPanel, Plesk or ISPmanager Control Panels
Troubleshooting of any server hardware, network configuration or connectivity issues that may arise.

We do not provide support for:

Troubleshooting or debugging any code or software development issue.
Operation of your personal computer or any configuration thereof. We may at our sole discretion provide advice where possible but do not provide any guarantee.
Provide support to your end-users. It is your responsibility to provide Level 1 technical support before reporting issue to CloudSpace.
Provide Legal Advice on any aspect of your use of your service with us.

Guarantee

Technical Support is provided 24 Hours a Day, 7 Days a Week.

Whilst we aim to provide an initial ticket response within 15 minutes of a new support request being received our maximum initial response time shall be 4 hours.

For the avoidance of doubt response times are measured from the time a ticket is created within the client area until a CloudSpace engineer makes an initial response acknowledging your request and any initial findings.

As issues can vary significantly in terms of complexity we do not provide a guarantee to a resolution time for support requests.

Where an issue is having significant impact on your operation or we have failed to respond within our maximum response time you may escalate your request in accordance with our escalations procedure.

Service Credits

Should we fail to respond to requests within the maximum response time you are entitled to a service credit equal to 2% of the monthly fee of the faulting service as detailed in the ticket up to a maximum of 10% for every hour exceeding the maximum response time.

Limitations

The maximum SLA credit a client can claim in any calendar month is an amount equal to no more than 100% of the monthly service fee.

No SLA Credit will be granted should the client be in breach of any of our terms of service or service has been suspended as the result of a breach of our terms (e.g non-payment of invoices)

SLA credits do not apply where there has been a force majeure event or that downtime is the result of a scheduled maintenance window. Furthermore, service credit requests will not be processed if the issue has not been reported via our ticketing system.

Claims under the SLA are given in the form of account credit that can be used against future invoices. For the avoidance of doubt such credits cannot be refunded as cash, bank transfer, credit card etc.

Making Claims under the SLA

To request a credit under the SLA you must raise a ticket via the client area within 5 days of the outage or failure including the corresponding ticket ID. Once verified and accepted by us credits will be made to your account within 30 days.