Service Level Agreement - Remote Backup Space

We fully understand and appreciate the importance of our network availability to all of our customers and this Service Level Agreement (SLA) set outs the level of commitment our Remote Backup customers should expect from us.

This is in addition to our Terms and Conditions.

Network Uptime

We do not offer an uptime guarantee for Remote Backup, in terms of a financial reward for excessive downtime. However, the server is maintained extremely well, and uptime levels will be in excess of 99.9% almost every month.

How is bandwidth and disk space limit monitored?

Disk space. Each plan has a fixed amount of disk space available for your use. The disk space available and the disk space usage is clearly displayed in your control panel. It is your responsibility to monitor this usage and should the maximum disk space be reached, you may not be able to upload new files. The only way to increase the disk space limit is to upgrade to the next Remote Backup plan. If you do not wish to upgrade you should remove sufficient data from your account to bring your disk space back within the allowed limits for your Remote Backup plan.

Bandwidth. We provide unmetered bandwidth on our Remote Backup Server.

Server Hardware Guarantee

If a hardware component included as part of the client's server hardware configuration fails, this will be replaced promptly at no charge to the client.

Customer Support

All of our customers have access to the TwentyHost Client Area. Our Client Area offers several means of support including a support ticket system and a knowledgebase to help with frequently asked questions. We guarantee to answer all support tickets within 12 hours maximum although tickets are usually answered within one hour. We also have a billing area, domain management area, server status chart and a community forum where customers may ask their peers for help and advice.

30 Day Money Back Guarantee

We are confident that you will be 100% impressed with our service however if you are not entirely satisfied, you may close your account within 30 days of purchase and request a full refund of your entire Remote Backup fee.

Payment Security

All of our online payments are conducted through third party payment processors. We currently use the services of PayPal and Nochex Ltd, and both of these processors conduct the transactions on their own secure servers. They only provide us with the necessary personal information to fulfil your order, they do not provide us with your payment card details.

Data Protection

We strictly adhere to all the requirements of the UK data protection legislation. We maintain the security of all personal data you provide to us.

Please see our Privacy page for further information.