Our Service Level Agreement is our promise to you for the highest standard of service, support and speed in the industry today.

Network Guarantee

100% connectivity guarantee.

You will benefit from our market leading network infrastructure availability, with a 100% connectivity guarantee.

Our NGN operates on a packet-based platform which allows multiple paths of traffic to travel, creating a fast, secure and efficient network for your connectivity.

To maximise the performance and reliability of our network we have designed our Next Generation Network around your requirements, giving assurance that our network was built for you.

  • 35 Points of Presence (PoPs)
  • 45 data network interconnections
  • Robust, agile and secure
  • It’s mature and has proven stability
  • It has a global reach
  • Fast and flexible service
  • Low latency in the core

With our extensive round-the-clock monitoring of our network routers, circuits and power, if there is a network issue we can act immediately.

What is Network Availability?

Network availability means that our infrastructure – this includes routers, switches and cabling – is healthy. Network infrastructure is defined as the part of our network extending from the outbound port on your server rack switch to the outbound port on the border router. Services and software on your server are not defined as part of our network.

Is Maintenance Included?

We guarantee that when not undergoing scheduled maintenance, the network infrastructure is available 100% of the time. In the event of network outage we will refund 24 hours service for every 60 minutes of lost connection – up to a maximum value that equals your monthly subscription with us. Credits offered under our SLA will be allocated against your Simple Servers account.

Support Guarantee

3 Hour Response Promise

If your server develops a problem you can be sure that a qualified engineer will be working on the problem within 3 hours of being notified.

In the unusual event that the issue cannot be rectified within 3 hours you will be notified via your Simple Servers client area. An engineer will provide a detailed overview of the issue and let you know when it will be resolved. You will be kept updated until the issue is resolved. A full report with the details of the issue and resolution will be sent to you within 24 hours of the problem being resolved.

Reboot

Our team is always on-hand to manage and maintain your server. If you need a reboot we can reboot your servers, physical or remote, 24-hours a day free of charge.

24 Hour Telephone Support

We guarantee that our Magento expert support team is available 24 hours a day, seven days a week, 365 days a year for emergency ticket support. As Magento is all we host you will be sure to get a dedicated Magento support agent. Our Magento support is the most comprehensive in the industry – your site is in the very best hands.

Hardware Guarantee

3 Hour Hardware Replacement

In the unlikely event of catastrophic server hardware failure, we guarantee that hardware will be replaced within three hours of the problem’s diagnosis.

Hardware is defined as the CPU, RAM, HDD, motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems, processors and applications. It does not include any bespoke server clusters or custom solutions that may be more complex and need a longer time to fix..

Parts and Labour Guarantee

Our parts and labour warranty covers all parts and any labour costs used to replace failed components in your server. We always replace any failed component at zero customer cost