Service Level Agreement

Coreix is committed to providing you with an excellent standard of service.

The availability and operation of our infrastructure and network as well as the proper function and prompt repair of any equipment we provide as part of the Services is essential to us. This document therefore describes our core commitments to you.

The service levels described below (“Service Levels”) set out the core aspects of the Services covered by our commitment and the levels to be achieved in the provision of those aspects of the Services. We also explain your remedies if at any time we fall below the high standards we set.

Customer Service

With a five minute response time SLA in place, all tickets will be answered within this time period. If you would like to get in touch with the support team, please contact support@coreix.net

100% Infrastructure Availability

Coreix commits to the availability of power and HVAC (heating, ventilation and air conditioning) 100% of the time in any given month.

In the case of HVAC, the achievement of this level will apply when (i) an average daily room temperature of between 18 and 27 degrees Celsius is achieved and (ii) an average room relative humidity of 50% (+/- 30%) is achieved.

In the case of power, the achievement of this level will apply when uninterrupted power is delivered to the server/firewall or, in the case of collocation, to the powerbar

100% Network Availability

Coreix commits to the availability of its network services 100% of the time in any given month.

The network will be considered available where (i) it is possible to transmit and receive data across the network equipment owned and managed by Coreix, and (ii) it is possible to connect to Coreix border routers via any of the network providers listed at www.coreix.net/network/.

Proper operation of your hardware

Coreix is committed to the proper functioning of hardware provided as part of our dedicated Services (Please note: this commitment does not apply to co-location clients). This hardware commitment applies only to the following hardware components: chassis, processor(s), memory, storage device(s), motherboard, power supplies and network interface card(s). It does not apply to the time required to rebuild a RAID array, reload the operating system, reload and configure applications or restore from backup.

For Standard Service clients, Coreix will identify hardware faults within 2 hours of a fault occurring and resolve the fault within four hours of the fault occurring. For Premium Service clients, Coreix guarantees to identify hardware faults within 1 hour of a fault occurring and to resolve the fault within 2 hours of the fault occurring.

Downtime & Notification

“Downtime” means where the above Service Levels are not achieved for reasons other those described under the Exclusions below. Downtime shall be measured from the time (i) you raise a ticket on Coreix’s ticket system, notifying us of the relevant unavailability, and (ii) the unavailability is verified by Coreix’s technical department. Downtime shall continue until the relevant Service Level is restored, as confirmed by Coreix’s technical department. Downtime may not be aggregated on an event basis; i.e. if any event gives rise to unavailability in respect of different Service Levels affecting the same service, you may not aggregate that unavailability and Downtime will be calculated only in respect of the Service Level which worst affects that service. Any dispute regarding the extent and/or overlap of unavailability will be determined by Coreix in its absolute discretion.

Service Credits

You will be entitled to the following Service Credits in the event of Downtime, all Service Credits being based on a percentage of your ‘MRC’, which is the monthly recurring charge (excluding tax) relating to the service experiencing the Downtime, excluding any Additional Services (i.e. services which do not comprise part of your Service package - as set out in your original Service Order Form):-

*’Month’ and ‘monthly’ mean the month(s) covered by your monthly invoice(s).

Under no circumstances will your total entitlement to Service Credits exceed 100% of MRC in any month.

For Co-location services the Service Credit regime(s) shall apply on condition that you have complied with any operational and other requirements relating to the provision of the Service, including utilisation of both A & B power supplies or use of a Static Transfer Switch, failing which you shall only be entitled to Service Credits if downtime exceeds 48 hours. In the event of any uncertainty or dispute as to which Service Credit regime shall apply, Standard Service Credits shall apply unless Coreix agrees otherwise in writing. The term ‘Co-location services’ refers to the provision of services relating to your own equipment which is located on (and operated from) Coreix premises.

For Connectivity services the Premium Service Credit regime shall apply on condition that you subscribe to the Premium Service and you have complied with any operational and other requirements relating to the provision of the Premium Service, including use of twin network connections, failing which you shall only be entitled to Standard Service Credits. In the event of any uncertainty or dispute as to which Service Credit regime shall apply, Standard Service Credits shall apply unless Coreix agrees otherwise in writing. The term ‘Connectivity services’ encompasses various Coreix offerings (including bandwidth/transit and metro services) and refers to the provision of connectivity services between, variously, Coreix’s premises, third party sites and the internet.

Process & Exclusive Remedy

The above Service Credits are your sole and exclusive remedy with respect to any Downtime or other failure to achieve the Service Levels and represent Coreix’s entire liability on respect of its failure to achieve the Service Levels.

Service Credits are only payable (i) in respect of Downtime verified as set out above, and (ii) only if you have paid all relevant Fees, including payment of the Fees relating to the month for which the Service Credits are claimed and are otherwise in good financial standing with Coreix.

To qualify for Service Credits, you must make a written request to Coreix for credit within 14 days of the end of the month to which the Service Credit relates, failing which your right to Service Credits will be lost. Provided you so notify us, verified Service Credits are payable within three calendar months of your written request. Coreix may, at its discretion, offset Service Credits against any Fees owing to Coreix.

Services Falling Outside the Service Credit Regime

A. Remote Hands Services – Our Remote Hands Service comprises the provision of a variety of technical support services, including hardware and software configuration, patching of software, troubleshooting and analysis, hardware and software installation and so on. The varied nature of these services means that it is impossible to provide you with a simple service level statement to cover this service. Each issue which crops up within Remote Hands has to be dealt with on an individual basis. However, we will provide this service on a 24/7 basis via qualified technicians. We will use all reasonable endeavours to deliver these services quickly and efficiently, in accordance with agreed timelines, and we will provide you with time estimates and updates on progress. This service does not attract service credits.

B. Deployment Services – If agreed, we will deploy the servers described in the Service Order Form in accordance with any agreed timelines, on condition that you provide us with any information and other assistance we may require to enable us to do so. Deployment will be complete when we provide you with the information to enable you to use the server. If we fail to deploy the server as agreed with you, as a result of our fault and not owing to any fault or delay in your part, you are entitled to a refund of the set-up fee which relates to the deployment of the relevant server. This payment is your sole and exclusive remedy for any failure or delay in deployment. If we agree to expedite the deployment of your servers, we shall use all reasonable endeavours to do so within indicated timelines but we will not be liable for any failure to do so and the aforementioned refund will not apply. You may request the delay in deployment of your servers, provided that you notify us within 5 days of your signature of the Service Order Form and on the basis that your delay in deployment may not exceed 2 months. We may make a charge of 50% of your MRC for each month (or part thereof) for which you request a delay. You shall be liable to the full MRC at the latest 3 months after you sign the Service Order Form.

Exclusions

There is no entitlement to Service Credits for any failure to meet the Service Levels which:

• is not due solely to the fault or negligence of Coreix or its employees, agents or contractors;
• is the result of force majeure;
• is the result of any fault on your part, including any fault on the part of your employees, agents, contractors or customers;
• results from abuse or misuse by you, your employees, agents, contractors, customers, any persons to whom you have given access to the Services, or any person who gains access to your data or the Services as a result of your failure to use reasonable security precautions, even if such use was not authorised by you;
• is due to planned maintenance;
• relates to your breach of your agreement with us (including any suspension of the Services relating to such breach);
• results from limitations imposed by you upon Coreix in the provision of the Service(s);
• due to inherent hardware or software defects;
• due to inherent design faults in your systems or any part of your systems.

Complaints and Escalation Procedures

Please use these details to contact us for any domain related queries you may have, including complaints and instances of domain name abuse - abuse@coreix.net

You are also able to make a formal complaint about a registrar to Nominet (the .uk registry here: http://www.nominet.uk/resources/complaints)