We decided to remove this SLA and replace it instead with a mission for us to work towards. While we have not had any issue with meeting the 1 Hour SLA we decided that due to our rapid rate of growth that it would begin to comprimise our quality of support if we were instead focused on fulfilling an SLA. In the future when we add more staff that would make us comfortable in offering such a guarantee, we will again offer it but at this time we felt it was best to remove it to ensure we continue offering a higher quality of support.
In an attempt to compensate our clients for this change, we have doubled the bandwidth of each VPS plan (a commonly requested change to all of our plans).
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