Yes – full

Yes – full

Yes – performed by Smartbunker

Yes – performed by Smartbunker

24 hours a day, 365 days per year

UK based, staffed by Smartbunker technicians

Via 0800 free telephone number, email, online (via Smartbunker customer portal) and fax

• General help and assistance to ensure smooth running of customer server
• All server hardware and associated components
• Assistance with Operating System and included software
• Assistance with operation of Smartbunker backup and additional services as specified in customer order

• Customers’ own applications including development
• Customer databases (except when related to server operating system)
• Clients of Customers

Guaranteed to be 100% available with the following money back guarantee;

Should network infrastructure availability fall below 100% in any monthly period, we shall refund by way of service credit 5% of your monthly charge for every half-hour of network infrastructure downtime, up to 100% of your normal monthly contract value.  This excludes scheduled downtime and any downtime associated with automatic software updates or critical software updates which may be necessary at short notice, or with no notice depending on circumstances.

You should read clause 6 of the Terms and Conditions for further details of how scheduled downtime and service credits are calculated.

Guaranteed swap-out or repair within 1 hour of being notified of issue.

Should we fail to replace hardware within one hour of a problem or failure being identified, we shall refund by way of service credit 5% of your monthly charge for every additional hour of downtime, up to 100% of your normal monthly contract value.

You should read clause 6 of the Terms and Conditions for further details of how scheduled downtime and service credits are calculated.

• Each server provided with 100Mbit/s connection to Smartbunker backbone
• Smartbunker connected to public Internet via fully resilient dual SDH connections provided by BTNET to their UK Colossus core.

Monthly transfer limits are specified in your customer order, and will vary depending n on the package chosen.

Customers using more than their included transfer allowance for outgoing bandwidth will be charged £1 per additional GB transferred.

Unless using a managed firewall provided by Smartbunker, customers are responsible for their own security and encouraged to make use of security features provided by their server operating system (Smartbunker are happy to advise on this).

Where Smartbunker provide a managed firewall(s), 1 hour guaranteed replacement will apply to hardware unless specified otherwise.

Smartbunker will also provide the following for fully managed firewalls:

• All software updates and patches
• Security consultancy to establish initial security policy and advise on any change in customer requirements as they occur

Smartbunker provides a backup facility for customers to make copies of their VPS environment.  Whilst customers are free to make multiple backups, total included backup space is equivalent to the total disk space available on the customers’ selected hosting plan (i.e. a plan which includes 5GB disk space will have a total backup capacity of 5GB).

• Customers control backups via the Smartbunker online portal
• Control of backups is the sole responsibility of the customer
• No automatic backups will take place
• Smartbunker are not responsible for ensuring backups take place, or the integrity or availability of any information held within a backup repository