• SERVICE LEVEL AGREEMENT (SLA)

SERVICE LEVEL AGREEMENT (SLA)

SERVICE LEVEL AGREEMENT (SLA)

For All Urgent Enquiries

We endevour to answer all support queries within 30 minutes, though most are answered within 15 minutes of receipt of the enquiry. Should you have a question please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or call us on 01865 988 217.

Response times are subject to our working hours of 09:00hrs - 17:00hrs Monday to Friday.

For All Non Urgent Enquiries

If you query is not urgent, or you are enquiring as to what services we offer please use our contact form here: CONTACT and we will reply to you within 8 working hours.

Response times are subject to our working hours of 09:00hrs - 17:00hrs Monday to Friday.

Our DNS and Hosting Servers SLA's

We endeavour to provide a 99.9% service uptime, excluding planned or emergency server maintenance or conditions beyond our reasonable control. All customers will be notified of planned maintenance as far as possible in advance via e-mail.

Should we break this SLA in any calendar month with unscheduled service unavailability (as verified by our network monitoring) we will upon request credit a full days' cost to your client account. No hidden catches - we value our service and clients extremely highly.

Our SLA is rescinded if you have overdue invoices on your account, or if you have paid the invoice for the period of the disruption late.

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

For Virtual Private, Dedicated and Complex Hosting Customers

On our virtual servers, dedicated servers and complex hosting, our SLA is increased as follows:

  • Power: 100%
  • Network: 100%
  • Server Uptime: 99.9%

We guarantee that in the remote event of a server hardware failure that cannot be fixed, the hardware will be replaced within eight hours of the problem's diagnosis. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the situations where there is a requirement to rebuild a RAID array and the reload of certain operating systems, processors and applications. It does not include any bespoke server hosting solutions. Our parts and labour warranty covers all parts and labour costs involved in the event of a related parts failure. Any failed component shall be replaced by us at no cost to you.

In the event of a problem with your server, we shall ensure that a qualified engineer will be dealing with the problem within 2 working hours of being notified. In the rare event that your problem cannot be resolved within 1 hour you will be notified. When notifying you we will provide you with the details of the problem along with an estimation of when the issue will be resolved. We shall keep you regularly updated until the moment the problem is resolved. An engineer's report shall be sent to you within 12 working hours of the problem being resolved. We will reboot your servers (physically or remotely) 24 hours a day without any cost to you.

  • FREE IT STRATEGY SESSION

  • At Bongo IT, we know that technology is increasingly dominant and crucial to maintaining business performance and productivity.

    Organisations should make sure they are making the right IT decisions for their current needs, whilst also planning for the future with flexible and scalable solutions.

  • As a special offer, we are offering a FREE one hour consultation to address your current IT setup and recommend an effective strategy for your future requirements.

    Addressing issues such as computer hardware, broadband, data security, file sharing, compliance and more, we’ll help you build a plan and ensure you deploy the most cost-effective IT strategy for your company’s needs.

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