Service Level Agreement (SLA)
Server Uptime Guarantee
TUXG Hosting is committed to 99.9% service (http, ftp, pop, imap, smtp) monthly uptime on all shared hosting plans that we offer. Should we fail to deliver this for any given calendar month, affected client(s) will be sent the pro-rata refund cheques for the duration of excessive downtime (or amount credited to their account). The way we calculate this amount is:
99.89% to 99.50% uptime = 25% refund on monthly hosting cost
99.49% to 99.00% uptime = 50% refund on monthly hosting cost
Below 99% uptime = 75% refund on monthly hosting cost (or) one month of free hosting
Refunds can be claimed by mentioning the downtime details to info at tuxghosting.com. TUXG Hosting can offer refunds only if our monitoring systems support the claims. Scheduled downtime, planned maintenance and malicious attacks are not covered under the guarantee. (Refer to our main uptime monitor here and the second one here, both checking us every minute. And here are our server uptime details).
Support Guarantee
TUXG Hosting guarantees that all support tickets logged through our client support portal are responded to within 6 hours and all support calls to our 24x7 numbers are responded to within 3 hours. Resolution time depends on the nature of the problem. For every hour of delay beyond the above-mentioned time, we will be refunding 10% of the pro-rata monthly bill amount paid (not exceeding 100%). These refunds will be initiated by TUXG Hosting, whether our clients ask for it or not. With an average ticket address time of less than 30min, we can afford to offer such an aggressive guarantee.
.