Help Desk
We provide help desk support from 0930-1900 Monday to Thursday and from 0930 to 1700 on Fridays (excluding bank holidays). This help desk is for the purpose of account services, customer service, fault reporting and service resolution. Both telephone and email support is available free of charge.

Our standard response time to technical support issues is 2-4 hours. Highest priority is given to enquiries related to service unavailability. Due to the complexities of some problems it is very difficult to put an exact time to fix We aim to resolve all queries within 24 hrs.

Hosting Facilities
Our servers are located at a state-of-the art Data Centre, Global Switch, in London city¡¦s Docklands. The premises are manned 24/7 by trained, uniformed security staff to provide a deterrent to unauthorised access. Global Switch has sophisticated power distribution systems for resilience. Multiple mains electricity feeds are supported by a UPS (uninterruptible power supply) system with generator backup. All of the power backup systems are individually maintained and checked on a routine basis.

All facilities operate computerised building management systems that monitor and remotely operate sensors covering electrical, mechanical, fire detection and water leakage systems.

Bandwidth
Global switch has a burstable 100mbps connection. The backbone is under 50% capacity and will be expanded whenever the capacity reaches 50% to maintain a fast uncongested network.

Monitoring
All our network components and servers are monitored 24 hours a day by our team of support engineers in Global Switch.

Backup
We perform daily differential and weekly full backups. Data is backed up over a private network and stored in an offsite location for a period of 14 days.

Network Availability
EMNET guarantees 99% network availability in a given calendar month. To verify that the network is available EMNET will proactively probe ("ping") each component of the platform once every hour. A Network is considered unavailable if there is a 100% packet loss from our servers to the backbone providers. Should the network be unavailable for more than 1% of the time in any full calendar month we will refund 1 days service for every hour of continuous downtime, up to a maximum of the monthly service charge.

Downtime is calculated from the time of notification of a genuine network fault by either EMNET or the customer, and ends when the service is restored to full working order. Claims for service credits must be received within 30 days of the service interruption.

Exceptions
Unavailability which is attributable to any of the following circumstances will not be included in uptime calculations:

Scheduled maintenance, emergency maintenance and upgrades.
Exceeding server storage capacity: each hosting account is allotted storage capacity and bandwidth on our hosting platform according to the plan or options selected. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing server unavailability or data loss. EMNET will not be held responsible for such unavailability or data loss. Storage and bandwidth capacity can be increased by upgrading to the next level hosting plan.
DNS, propagation, proxy, and caching issues outside the direct control of EMNET that may make your site appear inaccessible when others can still access it.
Issues with FTP, POP, IMAP, or SMTP customer access where firewalls, anti-virus or PC configuration could be at fault.
Customer's acts or omissions (or acts or omissions of others engaged or authorised by the customer), including custom scripting or coding (eg: CGI, Perl, HTML, ASP, etc).

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EMNET Solutions Hosting - Service Level Agreement (SLA)