Service levels

What we commit to,
and what we measured.

The uptime targets below are quoted from our master service agreement. The availability figure beside them is what the monitoring actually recorded. Support response is set per client in their own agreement.

Hosting uptime target

99%

Contracted in the MSA

Actually delivered

99.97%

Rolling 12 months

Fibre fault acknowledgment

4 hours

Connectivity, per the MSA

Monitoring

Always

Automated alerting

Uptime

Availability targets

Business Fibre

Monthly availability target

98%

Enterprise Microwave

PTP/PtMP links, backed by service credits

99%

Hosting & VPS

Teraco + ADC, replicated DR

99%

99.97%actually delivered

Rolling 12 months across our monitored websites & servers, measured by Uptime Kuma rather than estimated. The targets above are what we commit to in writing; this is what the monitoring recorded.

As of July 2026

Always included

In every managed agreement

A named escalation path, not a call-centre queue
Proactive RMM monitoring on every managed endpoint and server
Defined maintenance windows with advance notice
Monthly reporting on tickets and uptime
Documented disaster recovery with tested restores
Response commitments written into your own agreement

Response

How quickly we come back to you

Two different commitments live under this heading, and blurring them is what got the old version of this page withdrawn.

Connectivity faults

4 hoursto acknowledge

Contracted in the master service agreement for fibre services. Acknowledgment is the point at which a reported fault is logged and owned, not the point at which the link is restored, which depends on the carrier and the cause.

Support desk

Set in your agreement

We do not advertise a single support response figure, because it would be the same number for a two-person office and a fifty-seat manufacturer, and it would not be true for both. Contracted clients on a plan have their commitment written into the agreement. Ad hoc callers are best effort: we help whoever calls, and contracted clients come first.

Compare the support plans

Get specific

Want the exact service levels for your environment?

Tell us what you run and how critical it is. We'll put concrete numbers and credits in writing.

Talk to us See live status or call 012 004 0615

What we commit to,and what we measured.

Availability targets

In every managed agreement

How quickly we come back to you

Want the exact service levels for your environment?

What we commit to,and what we measured.

Availability targets

In every managed agreement

How quickly we come back to you

Want the exact service levels for your environment?

What we commit to,
and what we measured.

What we commit to,
and what we measured.