Service Level Agreement for Replacement Hardware

We pride ourselves in only using quality hardware and we always have a number of 'hot spare' servers built, racked and powered on ready for use. This means in the unlikely event your server develops a fault we do have spare hardware.

We also keep spare hardware for every server we provision.  No server will ever be provisioned without us having spare parts available at all times.  We promise to replace any failed hardware parts within 2 hours from the time we confirm the part is faulty and needs to be replaced.  This 2 hour time frame is a best effort promise but in the past 12 months we have achieved this in 100% of cases where hardware has failed.

We also take a 'just in case' approach to failed hardware.  In many cases while we are working to repair a failed server another technician is prepping for a restore onto spare hardware.  99% of the time this is not needed but our policy is clear - we will always work on a best effort to allow us to recover data in the fastest possible time frame.  We would rather have a technician packaging up backups from our backup server and starting a copy to a spare server and discover that was not needed than only start that task after a few hours of an outage.