Ensuring that your server environment is available for the maximum possible time is crucial to our success as a managed hosting provider.

Our standard Service Level Agreement (SLA) includes the following:

99.9% monthly network uptime guarantee

5 -hour hardware failure response time

Credits for hardware or network failure beyond SLAs

24 / 7 automated SLA monitoring and notification

Network commitment

We offer a 99.9% monthly network uptime guarantee for both Euroconnex's network and our own internal managed server network. In the event of a network fault that takes your server off-line, we will record this data and offer a credit.

Hardware commitment

Our hardware commitment is only available for clients using Konnex managed servers. In the case of a hardware problem with your managed hosting server (e.g. hard disk failure, memory, CPU power supply.) we hold spare componenents within the colocation facility. In most cases we are able to replace faulty components or provision a replacement server within 5 hours and work to deliver your original within 2 working days at no additional cost .

We will replace failed hardware components but we are not liable for the loss of data that results from a hardware failure. Konnex have backup options available to ensure data can restored to date of this last backup. We offer a credit for hardware faults based upon the time the server was unavailable.

Credits

Credits are deducted from your charges and will be indicated on your next invoice. Credits cover the period of service interruption that begins when you or our monitoring system reports a malfunction in service.

The interruption period ends when the affected service is operative. Credits do not apply to interruptions that result from scheduled maintenance and repair (We will provide advance notice of scheduled maintenance).

An interruption period ends when the affected service is operative. Network fault is defined as an outage in which you are unable to connect to any site at your location but does not include planned outages, partial outages or degradation of service due to high packet loss, or similar conditions, which may be indicative of the Internet as a whole.

Service Interruption	Credit
1 to 4 hours 4 to 6 hours 6 to 12 hours 12 to 24 hours	½ Day 1 Day 2 Days 4 Days

Monitoring commitment

Our network is continuously and automatically monitored. We are immediately informed of any potential problem so that it is normally rectified before your service is affected.

Security Commitment

Konnex's network security systems are first-rate. We have invested considerable time and expertise in ensuring that our security policies, at all levels, are comprehensively monitored and highly -tuned to protect our customers' best interests.

We are compliant with all best practice security procedures regarding data integrity, privacy and the communication of sensitive information.