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Our SLA is rescinded if you have overdue invoices on your account, or if you have paid the invoice for the period of the disruption late.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.
What our customers say
Second to none!
D & G Noble Ltd have been using TGIS for more than 17 years. The help and advice offered by the TGIS staff has been second to none over this period.
TGIS has provided the Barwood Group with Server Hosting, Email and other Internet services for many years. We would not hesitate to recommend them. Their service over the period has been consistently outstanding.
Recommended - 100%
Taylor and Co have used TGIS for many years and have consistently been serviced very well by their team of experts. We would recommend them 100%.
We like their approach
Metal Signs cc selected TGIS for web design and hosting and the result has been a significant increase in our site visitors and turnover. We liked their approach to the problem - TGIS took control and resolved the problem. I would recommend TGIS to companies who need professional and efficient IT services to run their business.
Metal Signs cc (South Africa)
First class service
We have been using TGIS for almost a decade now and in that time we have always received a very responsive and friendly service. The value for money of this service is outstanding, and we would not hesitate to recommend them as they were, indeed, recommended to us.
Gary daLuz Viera
Director - Shore And Pour Limited
We would be lost without them
When you consider how important a fast, reliable and efficient email host and service is to any business, it says a lot that tangerine have used TGIS as our sole provider and support partner for over 20 years! The TGIS team are knowledgeable, responsive and delivers every time. We would be lost without them, and I cannot recommend their invaluable support highly enough.
Tangerine - Direction And Design
Our support package covers 2 vital areas to our business. Firstly, on-going support that ensures our systems are on the latest software releases and operating efficiently. Secondly is a Service Desk that is manned by IT and Mobile experts that quickly analyse and resolve issues. Being able to immediately speak to an expert and start the resolution process is a huge bonus and means we minimise downtime and improve productivity. The service we receive is exceptional. TGIS has become part of our business and we refer to them as our own internal IT Support function. An excellent service provided by friendly professional people.
CEO - Team Ultra Limited