Support policy

This document defines ServerForce Ltd's support policy. ServerForce offers to pay its clients, via service credits, if the standards detailed within this document fail to be met.

Definitions

• "Support Enquiry" refers to an enquiry made by The Client to ServerForce Ltd
• "Support Response" refers to the response ServerForce Ltd provides to The Client when a Support Enquiry is raised by The Client
• "Support System" refers to the system with which a Ticket is raised and monitored through its progression and resolution, which is located at https://www.serverforce.net/helpdesk/
• "Ticket" refers to a unique reference ID which is used to track the discussion between The Client and ServerForce Ltd during the diagnosis and correction of The Client's Support Enquiry.

Support Response Guarantee

Subject to the exclusions set out below, ServerForce Ltd guarantees to respond to The Client's Support Enquiry within 1 (one) hour of submission to ServerForce Ltd's Support System.

Exclusions

This SLA will not apply if one or more of the conditions set out below are met:-

• If The Client has any outstanding invoices, or is not otherwise an Active client within ServerForce's Billing System
• If The Client fails to submit their enquiry in accordance with this policy
• If The Client fails to submit their enquiry via the avenues detailed within this policy
• If The Client's service does not offer this SLA (see below for further information)
• If The Client's enquiry does not directly affect the operation of The Client's services (including, but not limited to enquiries relating to billing, requests for new services, reverse DNS updates or other non-service-affecting requests)
• If The Client's ticket is already in progress and a further response is added by The Client
• If The Client's support enquiry is left via voice mail to ServerForce.
• If The Client's support enquiry is not raised via the official Support System, which is located at https://www.serverforce.net/helpdesk/.

Excluded Services

The Services detailed below are included within this SLA:

• Web Hosting
• Reseller Web Hosting
• Virtual Dedicated Servers
• Dedicated Servers
• Co-location

The Services detailed below are excluded from this SLA:

• Linux Shell Accounts (SmartShells)
• Game Servers (SFGaming)
• Radio Streaming Servers

Official Support Avenues

The Client must submit their enquiry using one of the following methods:

1. E-mail

The Client must accurately submit their Support Enquiry to the appropriate address. Upon submission of The Client's E-mail, the Support System will automatically respond to The Client confirming their request and will provide a unique tracking ID for their Ticket. If The Client does not receive a response from the Support System, they must telephone us to confirm their request has been successfully received. It is recommended that The Client submits their request directly to our help desk's web site in order to ensure successful delivery of their request. No SLA is offered unless The Client is in posession of their Ticket tracking ID.

Department	E-mail address
All support enquiries	support@serverforce.net



2. Phone

If The Client is unable to submit their request online, they may telephone their Support Enquiry to a support technician by using the following telephone numbers:

Office: 0800 0 438 247 (international: +44 2380 001025)
Mobile 1: +44 7764998405
Mobile 2: +44 7764998406 (use first)

The techician will take details of The Client's Support Enquiry, and will input the enquiry into the Support System. The 1 hour response guarantee applies from the end of The Client's telephone conversation.

Please note: We make every effort to maintain human availability to at least one of these numbers, however no guarantee is offered for the availability of phone support. This SLA does not cover messages left on ServerForce's voice mail facility. When phone contact is not possible, The Client must submit their request via our online help desk.

Service Credits

Subject to the exclusions and conditions set forth within this policy, if ServerForce fails to respond to The Client's Support Enquiry within 1 (one) hour from submission, ServerForce will refund 6 (six) hours of The Client's service charges for every 1 (one) hour in which no response is provided, up to a maximum of 1 (one) month's payment.