Service Level Agreement
Sleek Networks operate hosting solutions that are underpinned with a resilient and robust Internet architecture which will deliver network availability above 99.99%.
Each individual service provision is governed by an agreement which defines the level of service that our customers can expect to receive and is underwritten with a performance guarantee. Unlike many of our competitors, we feel comfortable doing this because we are confident that the design and build quality of our hosting platforms will ensure that we consistently deliver service within the agreed limits. The SLA is intended to compliment the Terms and Conditions (Service Agreement) provided with each Sleek Networks service.
Service Availability
We are able to offer a 99.5% SLA for our (single) Dedicated Server hosting solutions and can offer an SLA for Virtual Server, Bespoke and Multi-Site platforms that exceeds 99.9%.
This guarantee applies to the availability of your service for any given month. Should your service be unavailable and exceed your SLA, we will refund 1 day of service for every full hour that external connectivity has been unavailable. These refunds extend in value up to a maximum of 50% of the monthly hosting charge for the service in question. The duration of an outage is measured from the time you are issued with a Sleek Support fault reference to the time that full connectivity is restored.
Hardware Fix
Our hosting solutions have been built using resilient infrastructure wherever possible. However, should component failure result in your service being disrupted Sleek Networks undertake to repair or replace the failed component within 24 hours. Customers also have the option to subscribe to a premium service which ensures a four hour fix on all hardware failures.