Here you can find a list of our current service level agreements which will apply to you and your services.
AFF Host offers a 99.9% uptime guarantee meaning that your website and services will be online and running 99.9% of the time in any 12 month period. We believe communication is key and we want to be as open and honest with our customers about any issues our system may be having.
Server and Service Maintenance
In order to provide you with the highest quality service with minimal downtime, we may occasionally need to run maintenance on our systems and servers.
All maintenance will have at least a weeks notice and we will aim to do it at a time when traffic to our systems is low.
You can keep up to date with any upcoming maintenance via our status page over at https://status.affhost.co.uk. If you subscribe to notifications you will be informed of any maintenance before it happens.
Server and System Issues / Outages
All of our systems are monitored 24/7 and we will strive to take action as soon as possible if we are alerted to any issues.
In the event of an outage or system issue we will update our Status Page over at https://status.affhost.co.uk to keep everyone informed of what is going on.
If an issue is not resolved within 15 minutes of us being alerted to it then we will provide updates on our status page every hour.
In the event of an issue or outage lasting longer than 12 hours we will provide a full report of what happened, why it happened, what we have done to fix it and what we have done to prevent it from happening again in the future.
Support via Ticket or Phone
For any support ticket raised with us, either via telephone or via the support ticketing system we will aim to have a response to your query within 2 hours of it being raised.
If you contact us via Phone then we will raise a support ticket on your behalf, which you will be able to see from within your client portal. This allows us to keep track of any and all issues and offer an overall better customer support experience.