NSM – Hosting SLA

Home NSM – Hosting SLA

Hosting Service Level Agreement – Per Client

For non-transactional sites [brochure] up to 3 URL’s£99 PA +VAT [£118.80]

Per e-commerce website: £199 PA + VAT [£238.80]

Clients with a mixture of brochure sites and e-commerce will be charged both. Annual hosting period runs from 1st of April to 31st March – Hosting set up mid-term will be charged on a pro-rata monthly basis for the months remaining to the renewal date.

This NSM Service Level Agreement (“SLA”) applies to all shared and dedicated clients. This SLA may be amended at any time by NSM.

NSM Network is defined as the equipment, software, and facilities within the NSM network, including NSM contracted ISP services to which the NSM network is connected and collectively utilised by NSM to provide hosting services.

Service Availability is the total time in a calendar month that the NSM Network is available through the Internet, provided that Client has established connectivity. NSM takes responsibility for the Service Availability within its immediate network, and cannot be held liable for problems directly related to an upstream bandwidth provider. The NSM Network will be available to clients free of Network Outages for 99.9% of the time.

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services, provided the interruption is determined to have been caused by a problem in the immediate NSM network as confirmed by NSM. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. NSM is not responsible for any unplanned outages due to third-party software failure and are the direct responsibility of the software publisher and not of NSM.

Scheduled Service Downtime is any NSM network interruption of Hosting Services. Scheduled Service Downtime occurs during a NSM network server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication.

This SLA does not cover Service Downtime caused by problems in the following:

  • Client’s local area network
  • Client-provided Internet connectivity or end-user software
  • Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment

Service Downtime Exclusions

The following are excluded from the Service Availability:

  • Any utilised Scheduled Service Downtime
  • Any problems beyond the immediate NSM network
  • Any interruptions, delays or failures caused by Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
    • Inaccurate configuration
    • Non-compliant use of any software installed on the server
    • Client initiated server over-utilization
    • Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits

Back Up Provision

All sites are backed up daily via Acronis Cloud image storage with a retrievable 30 daily archive

NSM Hosting: SLA – Service Level Agreements

NSM hosting contract come with a dedicated SLA. The table below outlines SLA terms, together with some examples of the SLA in practice:

Issue Example Response SLA (Onsite)
Time to answer call Support call Within 15 minutes
Total disruption to the Service Server is down, all users cannot work onsite support within 0-4 hours
A major inconvenience to the Service Websites running but email system is down for everyone onsite support within 1-4 hours
A minor inconvenience to the Service server running slow Onsite support within 1-8 hours
Administration Setting up a new email Onsite  support within 1-8 hours

Whenever White Hat Clients raises a support call, they will be given an anticipated response time: In most cases, regardless of the issue, we will deal with the issue well in advance of our advertised SLA. However, the stated response times above are the maximum applicable times we offer.