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  Service Level Agreement (SLA)

Think Support Ltd - Service Level Agreement ("SLA")

Effective Date:
This Service Level Agreement was last updated on July 28, 2013.

99.98% Network Uptime

Think Support Ltd guarantees network availability for our public Internet network to be 99.98%. In the event that our network does not experience 99.98% network uptime in a given month, Think Support Ltd will refund 5% of the customer's monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 99.98% of the monthly service fees for those servers affected.

1 Hour Hardware Replacement Guarantee

Think Support Ltd guarantees to replace any failed server hardware components provided by Think Support Ltd at no cost to the client within one hour of problem identification. In the event that it takes Think Support Ltd longer than one hour to replace any failed hardware component after problem identification, Think Support Ltd will refund the customer 5% of the monthly service fees for each 60 minutes of downtime up to 99.98% of client’s monthly service fees for the affected server.


All SLA claims must be filed by opening a helpdesk ticket within 7 days of the incident. The helpdesk ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.

Network downtime is measured from the time the network is 99.98% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 100% Network Uptime guarantee does not apply to any software or services running on a client's server, nor to any hardware within a client's server.

The 1 Hour Hardware Replacement Guarantee does not apply to replacing a failed disk drive that is in RAID so long as the other RAID disk(s) are functioning properly. The guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.

Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks do not qualify for SLA claims.

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