Service Level Agreement

We are commited to providing excellent service availability. So you know what you can expect from us, we provide clear Service Level Agreements (SLAs).

These SLAs are standard for all of our customers and we take our obligation to meet them very seriously.

Server Support at a glance

Optinium realises that no downtime is acceptable to your business. Our redundant network allows us to guarantee that we will be up and running all day every day. In the unlikely event of network downtime occurring (monitored and verified over multiple connections), you will receive a credit as per our allowance policy (see below).
Self-Managed Server
Managed Server

Hardware Support, Power and Network Availibility

We protect your server in our secure datacentre against fire, flood and theft. We ensure that your server remains maintains accessible 24/7
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Proactive Monitoring

Peace of mind that we’re monitoring your server 24/7 and proactively responding if things go wrong
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Operating System Support

We will keep your operating system updated to protect your server against the latest threats
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Help with your Applications

We’ll help you with the applications running on your server
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Detailed Service Level Agreements

FEATURE
SELF-MANAGED SERVER
MANAGED SERVER
Service Level Agreements
Power Availability SLA
100%
100%
Network Availability SLA
100%
100%
Hardware Swap-Out Guarantee
Within 8 hours.
Within 4 hours [office hours2].
Within 8 hours [out of hours3].
Bandwidth Guarantee
Our Fixed Contention Ratio bandwidth guarantees you receive your allocated amount, E.g. 10Mbit/s 5:1 = Guaranteed 2Mbit/s with ability to burst up to 10Mbit/s subject to other customers sharing the same network segment.
Our Zero Contention bandwidth calculates your charges based on the 95th percentile method, ie, the top 5% of your bandwidth usage is ignored in order to provide a fairer method of billing.
Management Time Allowance
Not included.

Management time available and chargeable at ad hoc management rates (see here).
Included - 30 minutes of assistance on each server per month [office hours2].

Additional time chargeable at ad hoc management rates (see here).
Obtaining Support
Telephone Support [office hours2]
Included.
Included.
Telephone Support [out of hours3]
Included - Emergencies only.
Included - Emergencies only.
Email Support [24/7]
Included.
Included.
Dedicated Account Manager
Included.
Included.
Who's responsible for what?
Responsibility for operating system (OS) management
Customer.
Optinium.
Responsibility for applications on the server
Customer.
Customer, with assistance from Optinium.
Firewall rules
Customer.
Optinium.
Hardware Support
Monitoring of server hardware failures
Customer responsible. Reactive investigation by Optinium after notification via helpdesk ticket or phone call.
Proactive monitoring, notification and swap-out by Optinium.
Hardware Guarantee
Included (see here).

Within 8 hours [office hours2].
Included (see here).

Within 4 hours [office hours2].
Within 8 hours [out of hours3].
Server hardware upgrades
Within 7 working days of order (subject to stock availability).
Within 3 working day of order (subject to stock availability).
Operating System Support
Initial operating system installation
Free of charge.
Free of charge.
Initial operating system configuration and migration assistance
Not included.
Included, up to a maximum of 1 hour.

We’ll either migrate your application(s) or help you to migrate them.
Operating system reinstall
Charged at ad hoc management rates (see here).

Within 1 working day2
Within 40 hours [out of hours3].
Free of charge once annually. Further reinstalls charged at ad hoc management rates (see here).

Within 1 working day2.
Within 40 hours [out of hours3].
Security patching of operating system
Not included.
Included - According to pre-agreed schedule defined in initial contract.
Security patching of applications
Not included.
Included - Reactive upon request.
Other Services
Managed DNS hosting
Included - Unlimited zones1 on our nameservers managed by Optinium.
Included - Unlimited zones1 on our nameservers managed by Optinium.
Monitoring your server’s health
Not included.
Included on CPU, memory and disk space usage, with proactive notifications when critical thresholds are exceeded (e.g. free disk space is below 5%).
Proactive response to server health issues
Not included.
Included - We’ll respond to both hardware and operating system faults which result in your server becoming unresponsive.
Monitoring your application
Not included.
Included - Optinium will provide monitoring with alerts sent directly to the customer.
Proactive response to application issues
Not included.
Not included.

Please call your account manager to discuss pricing.
Managed Backups
Not included.
On-site Network Addressable Storage (NAS) space included up to 10GB, pricing for additional space is outlined here.
Managed Software Firewall
Included - Optinium will recommend initial firewall rules and implement upon agreement with customer.
Included - Optinium will recommend initial firewall rules and implement upon agreement with customer.

Further changes within 1 working day2.
Managed Hardware Firewall
Not Included.
Included - Optinium will recommend initial firewall rules and implement upon agreement with customer.

Further changes within 1 working day2.
“Ad hoc server management”, for OS, applications and security
Not included.
Included.

Hardware Guarantee

In the event that a critical hardware fault develops on your server such that the machine is not able to perform its primary duty as an Internet web server, Optinium shall repair the problem or provide an alternative server/virtual machine within our stated response times. This guarantee covers hardware faults only and not configuration or reinstallation of applications. In the unlikely event of us being unable to respond within the Response Time Scales, you will receive a credit as per our allowance policy (see here).

Managed Backups

In all cases backups are the customer's responsibility. If your contract includes some NAS (Network Addressed Storage) space then this will be provided to our best endeavours. Customers must ensure they take adequate off-site backups at all times.

Credit Allowance

Credit Allowances are deducted from your charges and will be indicated on your invoice. Allowances cover the period of verified service interruption that begins when you or our monitoring system reports a malfunction in our network service (which ever is sooner). The interruption period ends when the affected service is operative. A network fault is defined as an outage in which our monitoring system is unable to connect to your server - it does not include planned outages, partial outages, repairs or degradation of service due to high packet loss or similar conditions, which may be indicative of the Internet as a whole.

LENGTH OF SERVICE INTERRUPTION
TOTAL CREDIT
1 to 3 hours
½ day
3 to 24 hours
1 day
24 hours +
Outage duration (rounded up to nearest day)
All claims for credit under this guarantee must be sent by email to support@optinium.co.uk and should be received no later than 7 days after the incident to which they relate.

Ad Hoc Management Rates

TIME PERIOD
COST
Office Hours2
£30* per 30 minutes
Out Of Hours3
£50* per 30 minutes
*Pricing is expressed exclusive of VAT

1 Fair usage policy applies
2 Monday - Friday 09:30 - 17:30 (excluding bank holidays)
3 All other times
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