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.