The Evolving Service Level Agreement applies to Dedicated Server customers only.
Service Level Agreement (SLA) Guide
We are committed to providing all our customers with the highest level of technical support and recovery service. Our technicians are experts in their field, not only keeping client services operational, but also providing friendly and quality technical advice whenever necessary.
Evolving’s Systems Administration team can be contacted between the hours of 09.30 – 17.00 Monday to Friday for support, troubleshooting and advice.
The Evolving network is monitored 24 hours a day by qualified support engineers. We operate email and SMS Alert Response Services with notification of a problem occurring instantly, based on the algorithms setup for each host service.
Hardware uptime SLA and rebate
- 99.7% Server Hardware Functional Availability
- 99.7% Power to Machine guarantee
For every 4 hours above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 15% of the net fee for the month. This is active only after a report of a failure by the customer.
Network uptime SLA and rebate
- 99.97 % network (router) availability based on network average
For every 4 hours above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 15% of the net fee for the month. This is active only after a report of a failure by the customer.
Response Time SLA
Your server equipment is covered by Evolving’s 2 2 guarantee, which states that we will guarantee to respond to any hardware failure within 2 hours and will work with best endeavours to replace any faulty hardware within a further 2 hours from report.
All server hardware is covered by Dell’s Gold Support option, which guarantees a 4-hour on-site response and replacement for hardware failures.
If there is a requirement to replace hardware, then the customer will be informed immediately. If downtime is required, then it will be scheduled with the customer’s consent in all situations where this is possible.
If Evolving fails to respond to an alert within 120 minutes, for every 4 hours over and above 120 minutes, you will be reimbursed 5% of your monthly fee, to a maximum of 15% of the net fee for the month. This is active only after a report of a failure by the customer.