Service Level Agreement

Our Service Level Agreement target is 99.95%, and we provide 24/7 emergency support should you need us any time of day or night.

Network Availability

The target availability for Services is 99.95% (i.e. “downtime” of less than 0.05%). Faelix monitors the availability of its network and has automated systems in place for alerting Faelix’s technical staff to any issues. Service availability is sampled at one minute intervals, and the percentage achieved is calculated every calendar month.


Should service availability (minus planned maintenance, emergency maintenance, and CPE failures) be lower than 99.95% in any given calendar month, for each additional 0.05% (or part thereof) of downtime, Faelix shall reimburse Customer with the pro-rata sum of 1 day of service (to a maximum of the service charge for the whole month).

This means that every ~20 minutes (or part thereof) of downtime after the first ~20 minutes entitles you to the refund of one day of affected services.


Maintenance may occasionally be necessary to ensure optimum performance and security of services provided by Faelix. When maintenance is required we aim to schedule it at times which keep disruption to a minimum. For the purposes of calculating availability, periods of scheduled maintenance are excluded from “downtime”.

Whenever possible planned maintenance windows will be scheduled between 22:00 and 06:00, local time. We will try to avoid other suppliers’ maintenance windows, where we are made aware of them. However, we reserve the right to carry out planned maintenance at other times if necessary.

In the event that planned maintenance is required, not less than 48 hours notice of the work being carried out will be provided. Emergency maintenance is rare, but by its very nature, unpredictable. We may only be able to give a short notice period in these unusual circumstances.

Service Management

During service outages and emergency maintenance, we will initially carry out Incident Management to restore service as quickly as possible. Following this, we will carry out Problem Management to investigate the underlying cause. Problem Management may involve a follow-on planned maintenance period to carry out remedial follow-on actions.

We will share RFO (Reason For Outage) documents, upon request, with you. Occasionally RFOs may contain confidential details which you are not permitted to share: these may pertain to detailed information about our infrastructure, or may be confidential information of other third-party suppliers.

Customer Provided and Customer Premises Equipment (CPE)

Failures and maintenance of CPE (such as co-located servers owned by you) are excluded from service availability calculations.

Should you, or your authorised representative, require access to equipment hosted at one of our data-centre premises, you must inform us at least 24 hours in advance so that entry to the facility and access to Faelix’s racks is not refused by site security staff.

On-Call Support

Outside normal working hours (0800-1800 UK local time) if you need to contact us in an emergency (e.g. failure of service), we will provide you with contact details — available 24 hours per day, 7 days per week — for urgent response.