Who this applies to
Our Business SLA applies to business users who hold an active Business Basic, Business Max or Reseller Max plan with us.
What this guarantees
We guarantee our initial response to authenticated support enquiries submitted via our helpdesk by a logged in account holder will be made within 15 minutes during business hours.
When this applies
Business hours are defined as 9am -> 5pm (GMT), Monday -> Friday (excluding public holidays).
What happens if we miss this target
Should we not meet this target, upon notification of this by the client, a credit of one days hosting fee will be applied to their account.