Service Level Agreement (SLA)
General Provisions
In these agreements "you" and "your" refer to each customer and its agents, including each person listed in your account information as being associated with your account, and "we", "us" and "our" refer collectively to Team Blue Internet Services UK Limited ("Namesco") (Company number 03913408) having its registered office at Acton House, Perdiswell Park, Worcester, Worcs WR3 7GD and its Group Companies (from time to time). "Group Companies" means Namesco, its Holding Companies, its Subsidiaries and the Subsidiaries of any of its Holding Companies from time to time ("Holding Company" and "Subsidiary" having the meanings set out in section 1159 Companies Act 2006). Team Blue Internet Services UK Limited is part of team.blue of Companies.
Managed Server & Shared Hosting SLA
99.99% Uptime Guarantee
Specification
The 99.99% Uptime Guarantee applies to all shared hosting, and managed dedicated servers leased from us. If there are any overdue payments for dedicated server products or services listed on your account at the time of the downtime, the guarantee is null and void. The guarantee does not include outages caused by scheduled maintenance. The guarantee is valid during the initial 12-month contract. If the 12-month contract is renewed, the guarantee will continue for a further 12 months. This guarantee applies to network and hardware uptime as specified below.
Network Uptime
We guarantee that our network will be available to the Internet 100% of the time in a given month. The guarantee does not include availability to any specific point on the Internet.
Hardware Uptime
We guarantee that our server hardware is available 99.99% of the time in a given month. Downtime is defined as where a hardware component is not functioning correctly and causes our server to be unavailable.
Credits
If we fail to achieve 99.99% uptime, you may make a claim for credit on your account based on the following uptime table.
| Monthly Uptime | Credit |
|---|---|
| Up to and including 12 hours | 10% |
| More than 12 hours and up to and including 72 hours | 30% |
| Over 72 hours | 50% |
You may make multiple claims in a given month for different periods of downtime up to a maximum credit of 100% of your monthly payment for the specific server. For the purpose of claiming credit, downtime officially starts from the time you log a report notifying us of the downtime.
Claims Procedure
A claim must be made by downloading the "Claim for Credit" document by clicking here and completing all required fields and either posting it to our Customer Care Team at Acton House, Perdiswell Park, Worcester, WR3 7GD or faxing it to us on 0345 363 3631 (or, if faxing from abroad, +44 (0)345 363 3631) within 5 working days of the downtime ending.
Unmanaged & Cloud Servers SLA
All names.co.uk Unmanaged and Cloud Servers include our 99.9% Uptime Guarantee excluding planned maintenance. This SLA does not cover downtime due to Hardware failure, network attacks, account suspension or any mistakes by yourself or your users.
Should we breach this SLA, you will be entitled to claim for credit. We will apply the below credit to your account for any successful claims. Our SLA is simple:
- 99.9% SLA Uptime
- or = 40ms European Latency
- or = 130ms USA Latency
- 0.01% Packet Loss
- This means that: if performance does not meet this commitment then will offer credit as follows:
- 95% to 99.8% = 10% monthly credit of the server affected
- 90% to 94.99% = 25% monthly credit of the server affected
- 89.99% or below = 40% monthly credit of the server affected
(this does not include downtime for planned maintenance or network attacks)
Should you wish to make a claim it must be received within 2 working days of the downtime and must be made by raising a Support Ticket via your Online Control Panel to our Customer Care department.