Pixel Internet SLA
Our priority is providing you with the best services and products available, which is why all Pixel Internet VPS and Dedicated Servers are covered by our complete Service Level Agreement.
Our priority is providing you with the best services and products available, which is why all Pixel Internet VPS and Dedicated Servers are covered by our complete Service Level Agreement.
Our dedicated server network backbone consists of multiple redundant internet connections and components. This means we are confident enough to guarantee 99.99% network availability. This excludes any scheduled maintenance. Network availability is measured by our internal monitoring systems.
We aim to fix any network issues within 4 hours. In the unlikely event we fail to meet this promise, you can claim credit equivalent to one day’s service for every hour that your dedicated server is unavailable after the initial 4 hour period, up to a total of 30 days.
To claim your credit, please submit a ticket to our support team from within your Pixel Internet Control Panel. Any credit due will be allocated to your account and can be used towards future billing charges.
We guarantee the functioning of all hardware components and we will replace any failed component at no cost to you. Once the hardware is identified as being the cause of the issue it will be replaced within 2 hours of this diagnosis. Please note, you are responsible for backing up all your data.
Any events beyond the reasonable control of Heart Internet. Examples include, but are not limited to, fire, flood, virus attacks/ hacking, or failure of third party software.
DNS issues outside our direct control
Any customer actions that lead to the server having technical issues. Examples include, but are not limited to, custom scripts or coding, 3rd party software installed on the server, wilful misconduct or breach of our terms and conditions.
Upgrades, scheduled maintenance or emergency maintenance.
We accept all major Credit & Debit cards and process payments with Sagepay or Paypal securely via 128-bit encryption.
Our experienced support team are here for you 24×7 every day of the year. We measure our response in minutes, not hours.
We’re confident that you’ll be 100% satisfied with our cloud hosting plans. That's why they are all covered by our 30 day money back guarantee.
Pixel Internet have been supplying 1000s of happy customers with award winning web hosting and domain name registration since 2005.