Guaranteed uptime service level
- Dynamic Servers will use commercially reasonable efforts to make its servers available 24 hours a day 365 days of a year for 100% network availability.
- The servers will only be considered unavailable during periods when the servers or connectivity is either completely inaccessible or is severely degraded or when major components are not operational and work cannot reasonably continue.
- The servers will not be considered as "unavailable" during periods of necessary maintenance, customer-caused outages disruptions or disruptions attributed in whole or part to a cause outside of Dynamic Servers' reasonable control.
Guaranteed Support Times
Our support team are office based Monday - Friday 9am - 5pm. Support requests during this time can be submitted by telephone, email, Live chat or through a support ticket. During office hours, we operate the following support level:
Severity Level - High:
Definition: A problem that impacts the clients business operations.
Examples include:
- Any of the client's servers going offline
- The clients service being completely inaccessible
- Any server failure that results in a client not being able to carry out typical tasks on the clients service.
Response Times and Stages:
- Acknowledgement of receipt of the support requests within 60 minutes measured from the first of (a) when infrastructure monitors alert our engineers or (b) a high-priority support ticket is created by the client to report a service problem.
- Provide an update as frequently as possible, and at least every 90 minutes measured from the time of the last response to the support request until the service is fully restored.
- Dynamic Servers will work don't he problem continuously and exercise commercially reasonable efforts until full restoration of the service.
Severity Level - Medium
Definition: Defect with a workaround
Examples include:
- A critical error in a service for which a workaround exists
- A non-critical error that affects the operations of a client's business or the marketability of a client's products or services.
Response Stages and Times
- Acknowledgement of receipt of the support requests within 90 minutes measured from the first of (a) when infrastructure monitors alert our engineers or (b) the client creates a medium-priority support ticket to report a service problem.
- Provide an update every 2 hours measured from the time of the last response to the support request until full restoration of the service
- Dynamic Servers will work don't he problem continuously and exercise commercially reasonable efforts until full restoration of the service.
Severity Level - Normal
Definition: A minor error or isolated issue.
Examples:
- An error that does not significantly affect the operation of the business
- An error that may only disable certain no essential functions
- An error that does not impact the clients business performance.
Response Times and Stages
- Acknowledgement of receipt of the support requests within 120 minutes measured from the first of (a) when infrastructure monitors alert our engineers or (b) the client creates a low-priority support ticket to report a service problem.
- Dynamic Servers shall provide a permanent fault correction within 2 business days after the acknowledgement of the support request has elapsed.
Out of Hours Support
Dynamic Servers appreciate the problems can occur at any point during a 24 hour period. As such, we have a member of the team on standby, outside of normal business hours. During this time, you will receive a response to a support request within two hours (before 10pm). After this, the team member will provide a best effort to resolve your issue but if they are unable to, your query will be dealt with as a top priority during normal working hours. Out-of-hours support requests must be logged via a support ticket in your client area. If you have not setup a client area login, you are free to do so at any time by visiting https://dynamicservers.co.uk/client-area. Support during weekends and holidays may be limited due to staff availability but Dynamic Servers will provide support options for you.
