Service Level Agreement (SLA)
AKIS Hosting by Anthony Keenan Internet Services
Just as all clients are required to agree to our terms and conditions, we have decided to set out some areas which we guarantee to all clients as this is only fair.
Server Uptime 99.9% Guarantee
In the event that server uptime on your account’s server falls below 99.9% in any calendar month (as recorded by the independent off-network AKIS status page), then one full day’s service credit will be awarded for each hour of downtime below the 99.9% level. The maximum credit to be applied in any single calendar month shall not exceed 100% of that month’s service fees.
This credit is not automatic and so should be claimed – all claims for credit under this guarantee should be submitted to our support helpdesk and must be submitted not later than 7 days after the month to which they relate. Service level uptime credits will then be applied to your next due hosting invoice when issued by us.
30 Day Money Back Guarantee
All AKIS Web Hosting packages include a 30 day money back guarantee. If you are dissatisfied with the service for any reason, you can receive a full refund* if you cancel your account within 30 days of the activation of your account. *NB: This 30 day money back guarantee does NOT apply to domain name registrations, SSL Certificates, or website services.
We will always provide the best support possible using methods via our online helpdesk site, including announcements, server status page, our comprehensive FAQ archives and primarily – our suport ticket system. We guarantee that all support queries will be answered within 12 hours although the vast majority of support requests are currently answered within 2 hours.
No Hidden Costs
We guarantee to charge you the price that you see on the website for our hosting packages with absolutely nothing added. There are no setup fees, admin fees, or other hidden costs that will be added at the last stage of ordering. In addition, since we are not VAT registered there is no VAT to be added – the price you see is the price you pay.