SLA

Our service commitment to you

Connected services

You can reasonably expect and we obviously aim for 100% uptime on all services. If this has not been achieved, we will give service credits or refunds per our terms & conditions.

During server maintenance we will attempt to live migrate virtual machine customers seamlessly. This has so far worked with great success, however there is always the risk that the guest will stop. In this event, we will monitor it for signs of life by looking for ARP & NDP responses and restart it if required.


Contacting us

You can expect a response via our ticketing system or contact form within 24 hours, although the majority of events are dealt with in much less time.

Escalation

If at any point you are not happy with the service you are receiving, you can request that the ticket be escalated to management level.


All prices are exclusive of VAT.
Portfast Ltd :: Registered in England #6061075, 7 Carter Knowle Road, Sheffield, S7 2DW