Service Level Agreement
Our responsibility as your hosting provider
This Service Level Agreement (SLA) covers our Cloud Hosting System Servers.
This SLA clearly defines our responsibility as your provider and how service credit is provided should those responsibilities fail to be met. We take uptime extremely seriously and in trusting CMS Wales with your web requirements we strive to ensure you will never need to worry about your server.
CMS Wales guarantees 100% uptime for your server, this guarantee covers 3 key areas in the event of unscheduled service downtime.
Our network has been carefully engineered from the ground up to provide diverse N+1 redundancy at every point. Only premium bandwidth providers are used, as well as top of the range networking hardware. We guarantee 100% uptime on our network, which is defined as the connection from the network card on your server to the outbound port of the datacentre.
Guarantee: We guarantee 100% network uptime. In the event of a network outage we will apply a 5% credit of the monthly hosting fee for every 30 minutes of downtime.
CMS Wales has fully redundant Uninterruptible Power Supply (UPS) systems as well as backup generators during utility power outages. Environment temperature is monitored and maintained by multiple air conditioning systems (full N+1 redundancy).
Guarantee: We guarantee 100% infrastructure uptime. In the event of an infrastructure outage we will apply a 5% credit of the monthly service fee for every 30 minutes of downtime.
CMS Wales guarantees the functionality of all server hardware components and will replace any failed component at no cost to the client. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC card, and other hardware component within a physical server.
Guarantee: Hardware replacement will begin immediately upon identification of the hardware fault and is guaranteed to be complete within 2 hours of identification. We will apply a 5% credit of the monthly service fee for every 1 hour of additional time taken to replace failed hardware components.
SLA credit will not apply if the customer is in breach of any part of our terms of service, or we suspend the service or any part of it in accordance with those terms, e.g. suspension of service due to overdue invoices or abuse complaints.
CMS Wales can only be responsible for its network and not for general conditions on the Internet. Delays that occur outside CMS Wales's routers caused by ISP failures, congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service cannot be guaranteed by CMS Wales.
The time required to replace hardware does not include software re-installation and/or data recovery from backups (this recovery time frame depends entirely on the size of disk and amount of data involved).
SLA credit will not apply if the failure is due to a Force Majeure event; or the failure is due to a scheduled Service outage; or if the fault is not reported to us via the Client Area Support Ticket System with corresponding acknowledgement and ticket ID.
The maximum SLA credit that a customer can receive in any calendar month is an amount equal to 100% of the monthly hosting fee.
Service Level Agreement claims are given in the form of credit to your account; this credit can then be offset against future service invoices or purchases. For the avoidance of doubt, the credit cannot be applied to any invoice already levied at the time we apply the credit to your account, and cannot be refunded as cash to a credit card, bank account or payment provider.
To receive an SLA credit please open a request via your Client Area within 10 days of the outage. Please include a related ticket ID where you reported the fault to us, dates and times of unavailability, and any other information. Once a request has been verified we will credit your account within 30 days of your next invoice.
Please ensure you have read and agreed to our Terms of Service which complement this SLA.
View the actual CMS Wales Systems Status Here: https://status.cms-wales.co.uk/
v.1.2.3 - 31st March 2018 by: CMS Wales, Sychpant, Velindre, Crymych, Pembrokeshire, SA41 3XD, UK
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