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Service Level Agreements

Tel: 0800 542 9764
Ex. VAT Prices

Poor service, whether real or perceived, can result in many customers migrating to a “better deal”. Sometimes customers have unrealistic expectations of what should be provided, usually though, the service provider just isn’t performing.

SLAs help to prevent disputes between the host and their customers by aligning support services directly to the achievement of a stated business mission.

KDA perform against tight, real-time measurements, what you see below is precisely what you get. We are honest and up front with our figures because we believe in the law of cause and effect – if we lie, you’ll leave us!


Service Level Agreements

  Standard Business Enterprise
Uptime Guarantee
Guranteed Uptime 99.9% 99.9% 99.99%
Uptime Compensation Levels
99.9 to 99.99% 15%
99.0 to 99.89% 15% 25%
95.0 to 99.89% 15%
95.0 to 98.99% 25% 50%
90.0 to 94.99% 30% 50% 100%
00.0 to 94.99% 100%
00.0 to 89.99% 60% 100% 100%
Consecutive Downtime Compensation
1 x 60 Minute Period 5% 5% 15%
3 x 60 Minute Period 25% 25% 50%
1 x 12 to 24 Hour Period 10% 10% 20%
1 x 24+ Hour Period 25% 25% 50%
Hardware Replacement Guarantee
Replacement Target 4 Hours 2 Hours 2 Hours
Hardware Compensation Levels
0 to 1 Hour 5% 10%
0 to 2 Hours 5%
1 to 4 Hours 10% 20%
2 to 6 Hours 10%
4 to 12 Hours 20% 40%
6 to 12 Hours 20%
12+ Hours 30% 30% 50%

All of our compensation payments are cumulative, meaning that in the extremely unlikely event that your service was unavailable for 16 hours and you had our Standard Service Level Agreement, then you would be paid as follows:

  • 15% – For falling below 99.9%
  • 10% – For a period of 12 to 24 hours unavailability

Giving you a total compensation of 25% of your monthly fees. With the Business Service Level Agreement it would be 35% and with the Enterprise Service Level Agreement it would be 70%.