servicecommitment
Once we've worked out your individual hosting requirements, we will create a contract that reflects them and legally binds us to provide them for you.
In addition, we've created these service principles to express our commitment to customer service. They are in two parts. The first part reflects our own assurances about the maintenance of your server and the data kept on it. The second part reflects the assurances given by Rackspace, who provide the physical infrastructure we use for our hosting.
Service
Reliability. In addition to the assurances provided by Rackspace (below), we promise to maintain the software and data on your server in full working order, solving problems as they arise and backing up data as a matter of course.
Security. We commit to keeping our servers virus-free and protected against malicious intrusion, as well as deleting suspect attachments from incoming emails and stopping spam before it reaches you.
Unlimited support. We don't place any time or effort limit on our service, and in the event of a problem we will continue to work until that problem is solved.
Swift response. We provide telephone support during UK office hours as required. We normally reply to emails received during UK office hours within two hours. (Your specific SLA may provide additional levels of service, e.g. 24/7 availability.)
Customer courtesy. We promise to respond to every email, letter and phone call courteously, ensuring that we fully understand your question or issue before we respond.
Business perspective. We aim to look at all problems in the light of the customer's business priorities as well as our own technical perspective.
Infrastructure
Network Quality. Redundant network components are used to ensure uptime and eliminate any single point of failure. The network is multi-homed through multiple redundant high-speed connections providing fast, reliable connectivity.
Network Uptime. The network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server.
Hardware Guarantee. The functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement is guaranteed to be complete within 1 hour of problem identification.