With complete Hardware and Network SLAs,
and round-the-clock Support on hand,
Hostway Dedicated Customers know we’re
right behind them, every step of the way.
If it’s important to you, it’s important to us!
Dedicated Support
It’s a common misconception about the technology industry that it’s all about machines. Not at Hostway. Yes, our state-of-the-art datacentres and infrastructure are second to none, but we are successful because we’re committed to supporting our customers.
Dedicated Support Contacts
Dedicated Server customers only
| Hours | Contact Method | Alternative Contact Method |
| 08:00 – 17:00 |
0845 230 1880 opt 1 +44 (0)207 538 8000 opt1 |
dedicatedsupport@hostway.co.uk |
| 17.00 – 08.00 |
Emergency Fault Response (EFR) Form (please refer to contract) |
dedicatedsupport@hostway.co.uk |
Our Basic Guarantees
We understand the necessity of high availability (ha) to our customers and make every effort to provide services that consistently exceed your expectations. Whilst every Dedicated customer’s Service Level Agreement can be tailored to their specific needs to a lesser or greater degree, we offer the following levels of service to ensure maximum availability and performance for all our Dedicated customers.
Network Availability
- We guarantee that our network will be available 100% of the time (excluding scheduled maintenance). Should a network outage occur, Hostway will credit the customer Day Credit of the server’s monthly fee for any downtime (Up to, but not exceeding 100% of one monthly payment. The credit will be applied toward future payments).
- Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on your server are not included in the definition of our network. Network downtime exists if your server is unable to transmit and receive data and a ticket is opened for the issue in the Hostway ticket tracking system.
- Contact your Account Manager for additional information and terms regarding Hostway’s Uptime Guarantee.
Infrastructure Guarantee
- We guarantee that critical systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance). Should a critical system failure outage occur, Hostway will credit the customer Day Credit of the server’s monthly fee for any downtime (Up to, but not exceeding 100% of one monthly payment. The credit will be applied toward future payments.).
- Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included.
- Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the Hostway ticket tracking system. Critical system downtime is measured from the time the ticket is opened to the time the problem is resolved and the server comes back online.
- Contact your Account Manager for additional information and terms regarding Hostway’s Uptime Guarantee.
Hardware Guarantee
- We guarantee the proper function of your leased hardware components and will replace any failed component at no cost to you. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event it takes more than 1 hour to replace faulty hardware, we will credit your account 5% of the monthly fee per additional 30 minutes of downtime (Up to, but not exceeding 100% of one monthly payment. The credit will be applied toward future payments).
- Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease. Delinquent customers may not take advantage of our Service Level Agreement.
- Contact your Account Manager for additional information and terms regarding Hostway’s Service Level Agreement.
This is a brief overview of our commitment to providing first class service levels and does not supersede any existing contractual agreements between Hostway and its customers, nor does it imply any agreement without a server contract. All credits must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence.
Dedicated / VDS Service Level Agreement Summary
The Hostway Service Level Agreement applies to Dedicated Server customers only. When ordering a dedicated server, you will be provided with your own signed SLA which will cover the detail of the contract, including specific component support.
Overview
We are committed to providing all our customers with the highest level of technical support and recovery service in the industry today. Our technicians are experts in their field, not only keeping client services operational, but also providing friendly and quality technical advice whenever necessary.
- Hostway’s Dedicated Support can be contacted between the hours of 09.00 – 18.00 and outside of these hours our general corporate support can be contacted 24hours.
- Emergency 24×7 support is also provided via EFR (Emergency Fault Report) direct to Hostway’s oncall engineers (details of which are contained in every Dedicated Server contract).
- Engineers are made available at a cost of £90.00(+VAT) per hour for work that is not covered under the terms of your contract, or for the purposes of configuring/installing software on your behalf.
- The entire Hostway network is monitored 24 hours a day by qualified Corporate Support engineers.
- We also operate Pager Alarm Response Services, so Corporate Support engineers can proactively monitor services and the current status of network resources.
- If a problem is detected or anticipated our engineers can respond and inform you immediately.
- Hostway provide a quality assurance model in all aspects of our inspection, testing, installation and recovery procedures.
Hardware SLA and rebate
- 99.9% Server Hardware Functional Availability
- 99.9% Power to Machine guarantee
- For every hour above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
Network SLA and rebate
- 99.97+% network (router) availability based on network average
- Average delay time not to exceed 300ms in Europe and 500ms to the US from 3 independent routes.
- Packet loss to not exceed 2% over any 24 hours period from 3 independent routes.
- For every hour above our acceptable outages on a calendar month, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
Response Time SLA – Hostway 2+2
Your server equipment is covered by Hostway’s ’2+2 guarantee’. This states that we will guarantee to respond to any hardware failure within 2 hours, and will work with best endeavours to replace any faulty hardware within a further 2 hours from the report. Please refer to your dedicated server contract if your agreement deviates from this arrangement. Note that we can only respond to an authorised contact for the appliance, namely the account holder.
We provide the following guarantees for response times to issues received:
- During business hours of the dedicated Support team, a 120 minute response
- During business hours of Key Accounts (for those who qualify), a 60 minute response
- During out of hours, through the Emergency out of Hours support team, a 120 minute response
- If Hostway fails to respond to your ticket within 120 minutes from submission date, for every 60 minutes over and above 120 minutes, you will be reimbursed 5% of your monthly fee, to a maximum of 50% of the net fee for the month. This is active only after a report of a failure by the Customer.
- Hostway will not be held responsible if a ticket is filled in error and the wrong contact details are inputted. Hostway also reserves the right to levy a fee of £90.00 for false alarm and faultless system reports
Please contact our Sales Representatives for full details
Online Tools/Resources
Use the links below to get more detailed documentation, tutorials and FAQs from third-party providers and Hostway technology partners.
Cpanel
Fortinet
- Knowledge Base:
MailEnable
- Documentation:
- Knowledge Base:
- Forums:
Microsoft SQL
- Documentation:
Microsoft Windows
Multi-Core Processors
MySQL
- Documentation:
Plesk
- Flash Tutorials:
- Documentation:
- Knowledge Base:
R1Soft
Urchin v4 and v5
- Documentation:
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