VI's Standard SLA

Network Uptime

VI guarantee to provide no less than 100% network uptime to your server(s) in any given month, excluding scheduled and emergency maintenance.

Hardware

VI guarantees that in the unlikely event of any hardware component failing we will replace the part at no cost to the customer. Hardware components are defined as the Processor(s), RAM, hard disk(s), Power Supplies, motherboard, Network (NIC) card and other component required for the ongoing performance of the server.

VI Infrastructure

VI guarantees that both the London and Manchester Data centres and Networks will be available 100% of the time in any given month, excluding scheduled or emergency maintenance.

Advanced Support contract (ASLA)

The ASLA support contract provides you with a dedicated engineer at your disposal who will reactively provide assistance on any aspect of your hosting including when required, including patching, installations, troubleshooting and maintenance of your server. Available during office hours and or out of hours for emergency or planned work.

Proactive Support Contract (PSLA)

For a more fully managed and intensive service, our Proactive SLA gives you total peace of mind in that our engineers are working proactively to monitor and maintain your server(s) 24 hours a day. This option rarely requires much customer/engineer interaction, however should you need one, you will always have one of our highly qualified server engineers at your disposal 24/7

Custom Support Contract (CSLA)

VI offer a fully custom SLA service for customers and Enterprise clients who have specific terms and conditions which need to be adhered to which are otherwise not included within either of the Advanced or Proactive Support contracts and SLA documents. a CSLA is created through planning and consultation between both VI and prospective clients to achieve a solid and guaranteed service level agreement and policy.