1. SERVICE LEVELS

1.1 Save for the Service Levels in respect of installation times, the Service Levels shall only apply from the issuance by ASK4 of written confirmation the Services are installed and ready for use.

1.2 On reporting of any failure to meet a Service Level (a “Service Event”) the Customer’s staff shall, if so requested by ASK4 support team, carry out such basic diagnostic steps as the ASK4 support team may reasonably request with a view to establishing the nature and the cause of the failure to meet the Service Level.

1.3 The Customer shall ensure that its staff are aware of the provisions of this SLA and shall take all reasonable steps to ensure that they co-operate fully with ASK4 in case of a Service Event.

2. EXCLUSIONS

2.1 ASK4 shall be relieved of its liability in respect of any failure to provide the Services to the Service Levels (including but not limited to any obligation to pay Service Credits) if, and to the extent that, such failure is attributable to any of the following:

• a failure by the Customer to observe any of its obligations under this Agreement which have a direct or indirect impact upon ASK4’s provision of the Services;
• an Excused Outage;
• a failure that is covered by one of the specific exclusions set out in Annex 1; or
• a Force Majeure Event.

2.2 ASK4 shall be relieved of its liability in respect of any failure to provide the Services to the Service Levels where ASK4 has given notice of and is carrying out planned maintenance or is undertaking emergency maintenance.

3. REPORTING

ASK4 will provide the Customer with reports (by such means as ASK4 shall in its sole discretion determine from time to time) on request from the Customer detailing ASK4’s performance against the Service Levels set out in Annex 1 to this SLA and any accrued Service Credits (“SLA Reports”).

4. SERVICE CREDITS

4.1 In the event that ASK4 fails to achieve a Service Level, the Customer shall be entitled to Service Credits calculated in accordance with the provisions of this SLA.

4.2 Where Service Credits are due, the Customer shall give notice thereof at least 30 days prior to the date on which ASK4 is obliged to issue a VAT invoice in respect of the next Monthly Service Charge that falls due for payment and ASK4 shall reduce the amount of such invoice by the amount of the Service Credits provided that if no further charges are payable then the Customer shall issue a VAT invoice to ASK4 within 30 days of the Service Credit becoming due and ASK4 shall pay such invoice within 30 days of receipt. If the Customer does not notify ASK4 in the prescribed manner, then ASK4 shall have no liability to pay Service Credits.

4.3 ASK4’s total liability under these provisions relating to Service Credits shall in any event be limited to 25% of the total Monthly Service Charge payable in the Agreement Year in which the Service Credit became due.

ANNEX 1: SERVICE LEVELS

CO LOCATION AND REMOTE TECHNICAL SERVICE

(A) Installation Service Level.

Service Level: ASK4 will exercise commercially reasonable efforts to install any Rack Space on or before the installation specified for such Rack Space in the Order. 

Service Measurement: Rack Space fully configured and made available on the installation date specified in the Order.

Service Credit: In the event ASK4 does not meet this Installation Service Level for a particular Rack Space, the Customer will be entitled to a service credit equal to the charges for one (1) day of the Monthly Service Fee for the affected Rack Space for each day of delay, up to a monthly maximum credit of four (4) days.

Specific Exclusion: This Installation Service Level shall not apply to Orders that contain incorrect information supplied by the Customer, Orders that are altered at the Customer's request after submission and acceptance by ASK4, or Order that require ASK4 to configure Rack Space to specifications other than ASK4’s standard specifications for Rack Space (such standard specifications shall be made available to the Customer upon request). 

(B) Power Service Level. 

Service Level: ASK4 shall ensure an uninterrupted power supply to the Customer.

Service Measurement: Time per calendar month that power is unavailable to the Rack Space.

Service Credit: In the event of any outage of ASK4 provided conditioned power (power provided with UPS or DC battery back up systems) to the Rack Space, the Customer will be entitled to a service credit against the Monthly Service Fee for the affected Rack Space based on the cumulative unavailability for the affected service in a given calendar month as set forth in the following table):

(C) RTS Response Time Service Level. 

Service Level: The Response Time Service Level for RTS is as set forth below: 

Specific Exclusions: This Response Time Service Level shall not apply to any RTS that is for SLA support, maintenance, installation or removal.

Service Measurement: The Response Time Service Level is measured from the time ASK4 Customer Service receives and logs Customer’s RTS request with all of the necessary information requested by ASK4 Customer Service, until an ASK4 technician is dispatched in response to the particular request.

Service Credit: In the event ASK4 does not meet the following Response Time Service Level, the Customer will be entitled to a service credit as per the table below:

This Data Centre Service Level Agreement applies from 1 December 2025.

The IP Transit Service Levels formerly within this Data Centre Service Level Agreement are now available here: https://www.ask4.com/legal/specific-service-terms-of-supply