CT1 Technologies Service Level Agreement (SLA)
The guarantees and service commitments CT1 Technologies provides across uptime, hardware, support, and performance.
Last updated: 6 July 2026
Overview
CT1 Technologies's Service Level Agreement (SLA) outlines our commitment to providing reliable, high-performance services to our clients. This SLA is part of your service contract with CT1 Technologies and details the service levels we guarantee, along with compensation procedures in the unlikely event that we fail to meet these guarantees.
1. Network Uptime Guarantee
CT1 Technologies guarantees 99.99% network uptime. This guarantee covers all network infrastructure up to and including the network interface of the server, but excludes scheduled maintenance, customer-caused issues, and third-party outages.
| Uptime Percentage | Monthly Downtime | Service Credit |
|---|---|---|
| 99.99% to 100% | Less than 4.5 minutes | None |
| 99.9% to 99.99% | 4.5 minutes to 43.8 minutes | 10% of monthly fee |
| 99.5% to 99.9% | 43.8 minutes to 3.65 hours | 25% of monthly fee |
| 99.0% to 99.5% | 3.65 hours to 7.3 hours | 50% of monthly fee |
| Below 99.0% | More than 7.3 hours | 100% of monthly fee |
2. Support Response Time Guarantee
CT1 Technologies guarantees the following response times based on ticket priority:
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Service is down or unavailable | 15 minutes |
| High | Service is severely impaired | 30 minutes |
| Medium | Feature or functionality impaired | 2 hours |
| Low | General enquiries / non-urgent | 4 hours |
3. Hardware Replacement Guarantee
| Component | Replacement Time | Service Credit |
|---|---|---|
| Hard Drives | 2 hours | 1 day of service per additional hour |
| Memory | 2 hours | 1 day of service per additional hour |
| CPU | 4 hours | 1 day of service per additional hour |
| Motherboard | 4 hours | 1 day of service per additional hour |
| Power Supply | 2 hours | 1 day of service per additional hour |
| Network Interface | 2 hours | 1 day of service per additional hour |
4. DDoS Protection
CT1 Technologies provides DDoS attack detection and mitigation. Mitigation will begin within 60 seconds of attack detection.
5. Service Credit Procedure
If CT1 Technologies fails to meet any SLA guarantee, clients may request service credits by following this procedure:
- Submit a support ticket within 7 days of the incident.
- Include account details, nature of the disruption, timestamps, and ticket references.
- CT1 Technologies will review and respond within 5 business days.
- Approved credits will be applied to the next billing cycle.
6. SLA Exclusions
The SLA does not apply to issues arising from:
- Scheduled maintenance announced 48+ hours in advance
- Emergency maintenance needed for security or stability
- Force majeure or events outside CT1 Technologies’s control
- Actions or inactions of the customer or authorised users
- Hardware/software not provided by CT1 Technologies
- Violations of CT1 Technologies’s Acceptable Use Policy
7. SLA Changes
CT1 Technologies reserves the right to amend this SLA with 30 days’ notice. The most up-to-date version will always be available on our website.
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