Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

This agreement is made between Fortico Media Ltd T/A SilverServe, a limited company registered in the UK No 8929887, with the registered office 9A Margaret Street, London W1W 8RJ (“SilverServe” which expression shall include all or any of its subsidiaries, agents, successors and assigns), and you the customer (“Customer” which expression shall include its permitted successors and assigns).

We endeavour to provide a 99.9% service uptime, excluding planned or emergency server maintenance or conditions beyond our reasonable control. Although uptime is not guaranteed and downtime is not compensated for, we promise to aim at 99.9% uptime for your hosting service. All customers will be notified of planned maintenance as far as possible in advance through our support pages and, should the maintenance last for longer than 60 minutes, via e-mail.

Our SLA is rescinded if you have overdue invoices on your account, or if you have paid the invoice for the period of the disruption late.

SilverServe makes no guarantee to defend a customer’s website from a denial of service attack unless that service has been specifically offered and agreed.

CUSTOMER SERVICE LEVEL AGREEMENT

SUPPORT

Our technical support team is available 24/7/365 waiting to assist you. We ensure that you will get the very best support, all support team members have at least four years industry experience and we endeavour to respond to your enquiry within 1 hour from receipt of your email.

The working hours for our support team from 4:00 – 19:30 GMT, and can be reached through:

  • Telephone: +4420 3318 4000
  • Email: support@silverserve.eu
  • Outside of office hours, please email our support team using the email above and we will get back to you within 1 business day.

Note: Customer will receive an automated email to acknowledge that our support team will reply to inquiries with full details about the ticket, priority and status.

DOMAIN REGISTRATION AND DOMAIN TRANSFER

SilverServe do not make any additional charges for transferring your domains away from us or to us. To view domain prices please click “order online” and select “Purchase Domain Only” to view our current price list.

HOW TO CONTACT US IN THE EVENT OF A COMPLAINT OR CONCERN REGARDING OUR SERVICE

At SilverServe our primary focus is absolute customer satisfaction. However, on occasion, we may fall short of the high standards we and our customers expect form us. If this happens, it is important that we are able to take on those concerns to improve our service.

FIRST STEP

To raise a concern regarding your service, the first step is through our support channels, most issues can be resolved quickly as soon as you get in touch.

On submission of a ticket, you will receive a reference number instantly by email. All future correspondence regarding the complaint or concern will be via this reference number. Our average, ticket response time during business hours is well under an hour and we will ensure that all tickets are replied to within 24hrs and the ticket will remain open until the issue is resolved.

NEXT STEP

In the event that you have contacted us and we have not been able to resolve your issue to your satisfaction, you may consider a formal complaint. All complaints must be made in writing to ensure we are able to properly investigate your concerns and provide a full response. Complaints can be submitted by email to complaints@silverserve.com, or, alternatively you may do so in writing to:

Customer Services Department
SilverServe
9A Margaret Street
London W1W 8RJ

Please provide as much information as possible to help us quickly investigate the concerns including:

  • Ticket reference number
  • Date and time when the issues occured
  • Details regarding the problem
  • Your contact details

WHAT HAPPENS NEXT?

Our Head of Support Services will review all complaints received within 3 working days and provide you with an initial response by email whilst we carry out more detailed investigations. Depending on the type of issue your complaint may be forwarded to an appropriate Manager or escalated to a Director.

We will then provide a full reply to the complaint within 14 days or it being received.

Any complaint is taken seriously and will be investigated thoroughly in order to continue to provide the best possible service.