VItal Support

Service Level Agreements (SLA)

Virtual Internet offers service level agreements and support contracts each with levels of service to suit your individual needs and requirements. These provide you with a written guarantee outlining our commitment to your hosting services and the delivery of VI's service excellence.

VI's Standard SLA

The Standard SLA applies to all customers and full documentation is supplied on request.

Network Uptime

VI operates at 100% Network uptime in any given month, unless the individual product terms state otherwise.

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 all our Datacenters and networks will be available 100% of the time in any given month, excluding scheduled or emergency maintenance, unless the individual product terms state otherwise.

Support

VI will provide basic support between the standard business hours of 9 am - 5:30 pm, Monday - Friday. After 5:30 pm your call will be routed to a general help desk. If you think you will require advanced support, we recommend you purchase this service under Managed Hosting.

Custom SLA

VI offer a fully custom SLA service for customers and enterprise clients who have specific terms and conditions which need to be adhered to. 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.