The Company operates a shared hosting platform for Clients, or a dedicated hosting platform upon request. The resources of the shared hardware running this platform are not dedicated in any way. Each site has access to the full resources of the server it is hosted on if required. In general a website will not consume a lot of resources but at certain times (e.g. sending email alerts, importing large amounts of data) a site may consume more resources on the server’s processor or memory.
Where appropriate the Host uses hardware with dual processors and large amounts of memory to compensate for periods of increased load, and no one single server is over loaded with large amounts of websites. However the Host does monitor the platform for other issues such as low disk space, increased processor usage across large periods of time and actual server/site outages. The Host engineers are alerted to these problems via email.
If desired Client’s can pay an additional premium to have their site monitored by an off-site service arranged by the Host to ensure impartial monitoring of the actual site up-time takes place (This takes into consideration network outages on the Host’s connectivity which internal monitoring will not).
The network is managed fully by the Host’s in-house team who are on-site at the Cheltenham offices during working hours.
Internal and external monitoring will provide an average up-time period for the month. The Host aims to deliver a 99.00% up-time of server hardware and the operating software associated with this.
The Host works between the hours of 9:00am and 5:30pm (0900hrs – 1730hrs) Monday to Friday excluding public holidays. The Client will be notified of changes to these times for special periods such as Christmas etc.
The Host provides support between the hours of 9:00am and 5:30pm (0900hrs – 1730hrs) Monday to Friday excluding public holidays. The Client will be notified of changes to these times for special periods such as Christmas etc.
A pager can be supplied for out of hours support upon request, at an additional charge
Telephone, email and IM support
First point of contact is the assigned Company representative or the support team email – firstname.lastname@example.org
This email goes to the entire team and is the quickest way to notify us of a problem. All points of contact will be acknowledged in 1 business day and we aim to resolve any issues within 10 working days.
Acknowledgement of problems
All problems relating to the web site will be acknowledged by the support team.
Rectification of problems
Upon acknowledgement of a problem, the Host will respond to the issue within 4 hours (The response time). Within this 4-hour period the Company will give an ETF (Estimated time to fix) for the entire problem, including resuming normal service.