Help Desk Opening Hours, SLA & Uptime Guarantee

January 18, 2011     0 comments

Our current open hours for our helpdesk/live support are:

Technical Support Department
24 hours a day, 7 days a week, 365 days a year.

All Other Departments & Live Support
09:00 - 22:00, 7 days a week (UK time).

Christmas eve = CLOSED
Christmas day = CLOSED
Boxing day = CLOSED
New years eve = CLOSED
New years day = CLOSED

During closed hours, tickets will still be answered but in priority to the nature of the tickets, we are still available in case of server outage. In the event of a server outage, admins are paged immediately when a server is having trouble or has gone down. Visit our hosting status for updates and information on server outages.

If you are a customer, you can contact us via our ticket system by visiting and logging into https://client.laws-hosting.co.uk

Service Level Agreement (SLA)

Below are the time frames for each department and how long you would generally have to wait for action to be taken:

Emergency support (Server Down) - within 10 minutes. Please be patient for replies - the first priority for the technicians on shift is to get the server running again. Of course, replying to emails is important as well, however, it must not take precedence over actually performing the required maintenance!

Web Hosting Support - Reply within 4 hours, and a resolution within 6 hours for 99.9% of cases. Cases that may take longer usually involve software we run which is not a part of DirectAdmin. We may need to contact the developers of the software, and they are generally pretty slow to respond.

All Other Departments - Reply/Resolution within 24 hours.

We try our best to stay within these time frames above. Usually, we will respond quicker as and when possible; however, it can very occasionally take longer than those time frames if we are experiencing a large ticket volume.

Uptime Guarantee

We have a 99.5% Uptime Guarantee that covers every website hosted on our servers. We guarantee a customer's site will be available at least 99.5% of the time in any calendar month.

In certain instances, circumstances beyond our control may result in unexpected downtime, such as data centre air conditioning and power failure, and upstream network failure; in the event of data centre air conditioning and power failure, and upstream network failure, our 99.5% Uptime Guarantee is not applicable. Our 99.5% Uptime Guarantee is not applicable in the event of scheduled downtime and maintenance.

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