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Bill Of Rights

customer sla

The SingleHop Service Level Agreement (SLA)

We have always had extremely rigid internal standards for our tech support teams. These closely monitored objectives are how we continue to set the bar high and improve our customer service.

The Bill of Rights is based on exceedingly granular goals that are completely visible to our customers.

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Key Pillars of the Bill of Rights

In their highest forms, SLAs embody the values and capabilities of an entire organization, and they provide a clear benchmark for employee performance and customer satisfaction.

  • Quality

    Comprehensive guarantees

    Fine tuned through years of experience

    Extension of SingleHop's core values

  • Availability

    100% network uptime

    100% power uptime

    Fast deployments, faster support responses

  • Transparency

    Real-time monitoring from LEAP

    Easy to understand

    Easy to find

  • Accountability

    Accountability via monitoring and automation

    One click process

    No jumping through hoops

Regular SLA

  Guarantee % Credited

Dedicated Server Deployment

The longest amount of time you will have to wait for a new Dedicated Server is 3 hours. This is measured from the time your payment is processed and your order is confirmed.

Note: For custom dedicated servers, defined as a server that we do not currently have in stock, or one that requires hardware upgrades or physical changes to the server configuration, we may need more time to deliver the server. We will provide an estimated delivery time to you when we process your order.

3Hours 10%

Cloud Server Deployment

The longest amount of time you will have to wait for a new VMware-based Public Cloud Server is 5 minutes. This is measured from the time your payment is processed and your order is confirmed.

5Mins 10%

Hardware Replacement

The longest amount of time you will have to wait for broken server hardware to be replaced is 90 minutes. This is measured from the time we complete troubleshooting the issue and determine that it is hardware related.

90Mins 10%

Network Uptime

Our Public Network will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.


100% Variable

Power Uptime

Our data centers will be online 100% of the time and you will be credited per our SLA for every minute it is down. Based on the amount of downtime, credit will vary from 5% to 100% of your invoice.


100% Variable

First Response to Support Ticket

The longest amount of time you will have to wait for a First Response to a Support Ticket is 1 hour. This is measured from the minute your ticket is received by our system and a ticket number is issued.

1Hour 5%

Ticket Update Frequency

The longest amount of time you will have to wait for an update while we are working on your ticket is 2 hours. This is measured from the last time we responded to the ticket.

2Hour 5%

Escalation to Senior Staff Time

Should your issue require escalation to senior staff, you will wait no more than 90 minutes for the escalation to happen and the senior staff member to contact you.

90Mins 10%