The ProStack Managed Hosting Service Level Agreement is designed to provide the customer with peace of mind that the customer’s servers and sites are managed and monitored 24/7/365. The agreement outlines ProStack’s guarantees and responsibilities to the customer.

This SLA agreement applies to Cloud and Dedicated servers only.

Network + Infrastructure

ProStack’s network infrastructure is designed with redundancy at every point. This covers the hardware and network path from the customer’s server network card to the internet port on ProStack’s border routers. ProStack guarantees that, aside from scheduled maintenance, ProStack’s network will be available 100% of the time. Software and services are not included under this definition, nor are ProStack responsible for general internet conditions beyond ProStack’s network edge.

ProStack’s hardware infrastructure (power and cooling) is designed with similar redundancies. ProStack operates diverse power feeds (A + B) backed by battery UPS (Uninterruptible Power Supply) units, as well as N+1 generators onsite. ProStack guarantees power availability 100% of the time.

Datacentre environment is also covered under the infrastructure SLA and is strictly controlled.

SLA credit: For any downtime of 1 hour, ProStack will credit the value of 1-day hosting fees for affected services.

Hardware

ProStack guarantees the hardware functionality of the customer’s server, including motherboard, RAM, disks, CPU and other related chassis components. In the unlikely event that these components fail, ProStack will replace them free of charge. For non-critical hardware failures, ProStack will schedule a suitable maintenance window with the customer for remediation. ProStack’s datacentre is staffed 24/7/365 with qualified engineers and smart hands technicians.

This guarantee does not include RAID rebuild, backup restoration, or OS/application reload time, which is dependent on the amount of data to be restored.

SLA credit: For any downtime of 1 hour, we will credit the value of 1-day hosting fees for affected services.

Customer Service

ProStack operates 24/7/365 customer support, delivered by in-house engineers. The primary channel for support is to open a support ticket via the helpdesk at https://prostack.uk/portal/index.php?rp=/login

Normal support hours are between 8am-6pm, Monday to Friday. (Emergency support hours are any time outside of normal support hours.)

ProStack guarantees a minimum one-hour response time for all technical support requests submitted via the above method during normal support hours. Tickets are triaged according to priority at the discretion of ProStack engineers; for example, critical service problems will take higher priority than billing or account issues.

Outside of normal support hours, ProStack support staff operate emergency support. System alerts and emergency incidents are responded to immediately by staff. Non-urgent helpdesk tickets are not subject to ProStack’s response time guarantee.

The ProStack Support Agreement outlines the definition and scope of support. Technical assistance outside this agreement may be chargeable.

Support requests submitted via other methods are not subject to the response time guarantee.

Monitoring

ProStack monitors the network, infrastructure, and servers on a continuous basis, both internally and externally. Monitoring includes, but is not limited to:

Server availability via ICMP.

CPU load.

RAM utilisation.

Disk and inode utilisation.

Disk health.

Service health, including Apache (httpd), MySQL, and SMTP/IMAP services.

Network traffic.

Backup success/failure.

Should any of these systems fail, an alert is generated for engineer response.

Backups

ProStack backup the entire server daily and retains these backups for a period of 7 days. Note that the customer is ultimately responsible for your data; ProStack do not guarantee the integrity of backups.

Except for cases where the customer has self-service backup restoration access, backup restores can only be carried out by ProStack support.

Limitations

SLA credit is available at the sole discretion of ProStack. To receive an SLA credit, the customer must notify us within 7 days of an SLA-impacting event.

SLA credit will not apply to the following:

Scheduled maintenance, such as hardware or software upgrades, notified in advance by either party.

Emergency maintenance deemed critical for the security or performance of the customer’s server or our network.

Force Majeure events.

Outages or issues not made known to ProStack via support channels within 7 days.

Issues arising from customer configuration, code, or software error.

Events beyond ProStack’s control, such as major DDoS attacks or hacking attempts where the customer’s services are targeted.

Instances where our terms of service are breached, including the customer’s payment obligations to ProStack.

The maximum monthly SLA credit that will be issued is equal to the monthly service fee paid by the customer.

SLA credits are issued to the customer’s ProStack account to be used against future service fees, purchases, or invoices.

SLA credits will not be issued in the form of cash payment or bank transfer.

ProStack’s industry-leading technical support is available 24/7/365, provided by qualified in-house engineers. This agreement outlines ProStack’s definition and scope of support.

ProStack will support the customer’s hosting environment, including server hardware and software, the operating system, and its functionality. ProStack’s support service is designed to complement this.

Guidelines for opening support tickets can be found here:

https://prostack.uk/portal/index.php?rp=/knowledgebase/153/How-do-I-get-technical-support-from-ProStack.html

Customers can also open a new or update an existing support ticket by emailing [email protected]. Tickets will only be created or updated when the sender email address is registered within the customers ProStack account as a user or contact. If an email is sent to ProStack support from an unregistered email address, no ticket will be opened and the sender will receive an email notification of this.

Support tickets submitted to the helpdesk will be acknowledged with an immediate automated email response. ProStack aims to have an engineer working on the ticket as quickly as possible with the average time for an engineer response measured at 6 minutes during normal support hours.

ProStack will ask for customer verification for telephone support. End-user support (where you, ProStack’s customer, are not the recipient) is not provided.

If the customer suspects a server-side fault, the customer must first conduct necessary due diligence to rule out application/ configuration/ code being at fault. If ProStack investigates an issue following a support request and identifies this issue is caused by application/ configuration/ code (ie. not a server-side issue), then the time spent on such will be charged as professional services.

This scope is not designed to be restrictive- ProStack will often go above and beyond support remit.

Examples of what we do support:

Service and system monitoring.

Outages and incidents.

Operating system configuration (notwithstanding exceptional deviations from ProStack’s standard deployment practices).

Server software management (performance adjustments, automatic restarts, and routine configuration).

SSL certificate installation.

Site migration (in the first instance only).

Backup creation/restoration (except in the case of excessive restore requests).

Service issues and troubleshooting- including email, site, and database issues where the problem is deemed to be server-related.

Firewall management.

ProStack are unable to support the following:

Code changes, development work, and the like that are not related to the server’s own software or configuration.

Control panel configuration and management; tasks that the customer is unable to complete themselves (such as creating email or FTP accounts) are not covered.

FTP, SSH, or email clients: It is the customer’s responsibility to set up and configure these.

End-user support queries (for example, in the case of reseller accounts, the customer’s resold client’s queries).

Day-to-day administration tasks associated with running the customer’s site (such as creating WordPress users).

Site migrations or moves not offered as part of initial migration service.

Professional Services

Support that falls outside the scope defined above may be chargeable under ProStack’s Professional Services fees. This is provided only at the discretion of ProStack by prior agreement with the customer.

Examples of work which may be chargeable:

Account creation (email/ftp etc.).

Creating site clones or copies.

Code diagnosis or fault resolution.

Application-level changes, such as adding URL redirects, cron jobs, or similar.

Site-level configuration, such as fixing mixed-content issues or converting a site to HTTPS.

Consultation services.

Unsupported configurations

If the customer asks ProStack to implement an unsupported configuration, such as deploying an EOL (End-of-life) PHP version, the customer accepts that such configurations may be offered on a best-effort basis, and ProStack’s usual guarantees may not apply. Unsupported configurations may not interoperate cleanly with other services ProStack offers.

Fees

Standard professional services: £100+ VAT per hour, billed in 15-minute increments.

Out-of-hours/emergency professional services: £200 + VAT per hour, billed in 15-minute increments.

“Out of hours” is deemed to be any emergency support or professional services work exceeding ProStack’s defined scope that is required outside standard business hours (8am-6pm UK time).