Hotchilli Communications - is a provider of Internet and Telecom services based in the UK and is one of the UK's fastest growing and profitable companies. Offering both packaged solutions and traditional standalone services using both Internet and Telecom technologies, with clients ranging from SME to Corporate, resellers/affiliates to end users. The main core infrastructure is in Telehouse London and services offered include Server and Website hosting, broadband, leased lines, VOIP, traditional telecoms, IVR, SMS.

A company’s success today is integrally linked with its information technology (IT) services. Any disruptions or degradations in IT service can cause serious, even catastrophic, damage to business. That means IT professionals are under considerable pressure to ensure that required IT service levels are delivered to users.

Service Level Agreements
	STANDARD	ENHANCED	ENTERPRISE
Telephone Support	0900 to 1730 Monday to Friday	0900 to 1730 7 days a week	24 hours a day 7 days a week
Email Support	0900 to 1730 Monday to Friday	0900 to 1730 7 days a week	0900 to 1730 7 days a week
Server Monitoring (IP)			24/7/365 - 4 services
Connectivity not less than	99%	99.9%	99.9%
Guaranteed bandwidth
12 month fixed price term

95th Percentile Method
All our bandwidth is measured using the industry standard 95th percentile method. This involves taking samples of the throughput once every 5 minutes, collecting all these samples over a 30 day period, sorting them in order and discarding the top 5%. The 95th percentile left is the figure used for charging.

This eliminates all the highest level spikes often seen in bandwidth graphs and is the fairest way for both ISP and customer to charge for bandwidth. By using this method, the customer benefits by getting the highest bandwidth usage for 37 hours each month free of charge!