Service Level Agreement

1 Service Levels

1.1 Service Level. i-Synergy Hosting will use all commercially reasonable endeavours to make the Service available, avoid power and network downtime, and provide the level of support and professional services described in this Agreement. i-Synergy Hosting will provide compensation to you on the basis set out in this Service Level Agreement (“SLA”) where it has failed to meet this criteria.

1.2 Service Fault Management. i-Synergy Hosting’s internal building management systems will continually monitor i-Synergy Hosting’s services to maintain and detect any problems or faults in the Services. i-Synergy Hosting will inform you as soon as practicable (via email or telephone) should an event occur that affects the Services provided to you. Such events (explosions, fire, flood, accidents, theft, power or cooling failure) will be notified to you within 2 hours of their occurrence. Should a customer detect a fault in the provision of power or climate or humidity control then you must report it to i-Synergy Hosting as soon as practicable using email at [email protected], or via telephone on 08000 199 850 reporting to the Duty Engineer the nature of the fault. The fault will be logged in i-Synergy Hosting's systems from that point and relevant action taken.

1.3 Period. When applying this SLA, i-Synergy Hosting measures the quality of the Services and calculates any service credits that may be due, over a 30 day period.

2 Network SLA

2.1 Network Guarantee. i-Synergy Hosting will guarantee Network Availability and ensure that the iSynergy Hosting network is available through the Internet, provided that you have established and maintained suitable Internet connectivity. In this SLA "Network Availability" relates to all network equipment provided and maintained by i-Synergy Hosting for the provision of connectivity services within our own facilities and subject to you having dual redundant connections into this network. iSynergy Hosting takes responsibility for Network Availability within our network, however we cannot be held liable for upstream problems outside that of our network and our direct control. On this basis, our guarantee is 99.7% Network Availability (as defined above but subject to paragraph 2.3 and excluding local loop outages and maintenance) in a 30 day period.

2.2 Network SLA Credits. In the event that the agreed level of Network Availability is not reached, iSynergy Hosting shall pay you the following compensation.

2.3 Network SLA Exclusions and Limitations. The following are excluded from the calculation of Network Availability:

3 Power SLA

3.1 Power Guarantee. Two socket outlets are provided per rack. One socket is supplied by an uninterruptible power supply (UPS) system. The other socket, serving as back-up, is supplied by a separate but identical UPS system. Input power for the two UPS systems is provided by the commercial power supply system, which is backed up by stand-by generator(s). Therefore, the power is only considered unavailable when power on both power plugs is unavailable. On this basis, our guarantee is 100% Power Availability (as defined above and subject to paragraph 3.3 below) in a 30 day period.

3.2 Power SLA Credits. In the event that the agreed level of power availability is not reached, iSynergy Hosting shall pay you the following compensation.

3.3 Power SLA Exclusions and Limitations. The following are excluded from the calculation of Power Availability: During Scheduled Downtime (as defined in paragraph 6). Downtime that has resulted from only one power socket being available on the device.

4 Environment SLA

4.1 Environment Guarantee. Climate control systems maintain the temperature and humidity in the i-Synergy Hosting datacentre, its suites, cages and cabinet spaces. In each climate controlled area, subject to paragraph 4.3, i-Synergy Hosting guarantee to keep the temperature and humidity within ranges as specified below.

4.2 Environment SLA Credits. In the event that the agreed levels of environment control are not reached, i-Synergy Hosting shall pay you the following compensation.

4.3 Environment SLA Exclusions and Limitations

5 Remote Hands and Outage Response SLA

5.1 Support Guarantee. i-Synergy Hosting will provide a Remote Hands Support service, ensuring that a qualified engineer will be in the i-Synergy Hosting data centre ready to work on Your Equipment within the agreed response time. Also, in the event that a fault is detected by i-Synergy Hosting’s building management systems, i-Synergy Hosting shall use its best endeavours to repair and restore the affected services within the following response framework;

Critical Outage – any failure of infrastructure services which cause loss of service to you’s racks or areas such that your services are no longer available or deliverable.

Non Critical Outage – any failure of non critical services i.e. loss of access systems, failure of N+1 technology, access control failure.

Remote Hands Support – Email or phone request for Remote Hands Support is received, logged in iSynergy Hosting’s help desk system.
Response from the time of event being notified by you or detected by i-Synergy Hosting systems.



Response from the time of event being notified by you or detected by i-Synergy Hosting systems.


From the time of the request being notified by customer and logged in i-Synergy Hosting’s help desk systems, a suitably qualified engineer will visit Your Equipment and verify and carry out actions as defined by you. Such actions may include lamp status checking, power recycling, insertion/removal of cords/cables/plugs and button pushing
Within 1 hour




Within 4 hours




Within 4 hours