Service Level Statement
An Industry Leading SLA
We endeavour to provide a 99.9% service uptime, excluding planned or emergency server maintenance or conditions beyond our reasonable control. All customers will be notified of planned maintenance as far as possible in advance through our status page.
Should we break this SLA in any calendar month with unscheduled service unavailability (as verified by our network monitoring) we will upon request credit a full week’s cost to your client account. No hidden catches – we value our service and clients extremely highly.
Our SLA is rescinded if you have overdue invoices on your account, or if you have paid the invoice for the period of the disruption late.
TGIS makes no guarantee to defend a customer’s website from a denial of service attack unless that service has been specifically offered and agreed. Please ask about our WEBSECURE scanning service for a peace-of-mind automatic daily scan of your website.
For Virtual Private Server and Dedicated Server Hosting Customers
On our virtual servers and dedicated servers, our SLA is increased as follows:
Server Uptime: 99.9%
We guarantee that in the remote event of a server hardware failure that cannot be fixed, the hardware will be replaced within four hours of the problem’s diagnosis. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the situations where there is a requirement to rebuild a RAID array and the reload of certain operating systems, processors and applications. It does not include any bespoke server hosting solutions. Any failed component shall be replaced by us at no cost to you.
In the event of a problem with your server, we shall ensure that a qualified engineer will be dealing with the problem within 15 minutes of being notified. In the rare event that your problem cannot be resolved within 15 minutes you will be notified. When notifying you we will provide you with the details of the problem along with an estimation of when the issue will be resolved. We shall keep you regularly updated until the moment the problem is resolved. We will reboot your servers (physically or remotely) 24 hours a day without any cost to you.
Customer Service Requests
– We aim to respond to all requests for support within one hour and to resolve any issues within 3 working days.
– You will receive an acknowledgement of your support ticket request within 10 minutes of opening the ticket.
– We undertake to resolve all complaints within no more than 7 working days.