Hosting SLA

 

This is our standard Managed Hosting Services Service Level Agreement (SLA)

 

We promise to provide 100% network availability

 

We promise to provide guaranteed support

Uptime service level

  1. UmbrellaServe shall use Commercially Reasonable Efforts to make its servers available 24 hours a day, seven days a week for 100% network availability (Uptime Service Level).
  2. The servers shall be considered as unavailable only during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded, or major components of the servers are not operational and work cannot reasonably continue; and
  3. The servers shall not be considered as “unavailable” during necessary maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to a cause outside UmbrellaServe’s reasonable control.

Support response times

UmbrellaServe undertakes to:

 

  1. Prioritise all Support Requests based on its reasonable assessment of the severity level of the problem reported; and
  2. Respond to all Support Requests in accordance with the responses and response times specified in the table set out below:

All response times are measured from the first of (a) when infrastructure monitors alert UmbrellaServe’s engineers, or (b) a technical support ticket is created by the client to report a service problem.

Level Definition Response
Urgent

Business Critical Failures: a problem that materially impacts the client’s business operations.

 

Examples include:

  • Any of the client’s servers going offline
  • The client’s service being inaccessible
  • Any server failure that results in a client not being able to carry out typical tasks on the client’s service
  1. Action on receipt of support request within 30 minutes.
  2. Provide an update as frequently as possible, until full restoration of service.
  3. UmbrellaServe shall work on the problem continuously and exercise commercially reasonable efforts until full restoration of service.
High Defect with workaround

 

  • a critical error in service for which a workaround exists; or
  • a non-critical error that affects the operations of the client’s business or marketability of its service or product.
  1. Action on receipt of support request within 2 hours.
  2. Provide an update as frequently as possible, until full restoration of service.
  3. UmbrellaServe shall exercise commercially reasonable efforts until full restoration of service.
Low Minor Error: an isolated or minor error that:

 

  • does not significantly affect business operations
  • may disable only certail non-essential functions; or
  • does not materially impact the client’s business performance
  1. Action of receipt of support request within 24 hours.
  2. UmbrellaServe shall provide a permanent fault correction within 2 Business Days after the acknowledgment of the support request has elapsed.
Deadline A request that:

 

  • is required to be completed by a fixed deadline date
  • in some cases may require discussion to agree resource planning
  1. Acknowledgment of receipt of support request within 24 hours.
  2. UmbrellaServe shall exercise commercially reasonable efforts to complete the task by the deadline.

Client Centre

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