Service Level Agreement
Our normal hours of operation are from 9am to 6pm GMT+1 Monday-Friday. That’s when we answer any billing or sales questions. We reply to support tickets within 30 minutes.
Our virtual servers are unmanaged, which means that we handle tickets relating to network, power, and any hardware faults. While we might generally be of help to you in some off scope areas as part of our customer satisfaction initiative, We are NOT bound by this agreement to provide support on software, kernel updates, security/hardening, etc.
All tickets must be submitted through our client area portal. Please be mindful when sending tickets. We consider it against AUP (Acceptable Use Policy) to submit multiple tickets on the same issue within a short timeframe, as this does not improve the support experience for you nor for other customers. If you have different issues or an important update on the same issue, then certainly feel free to submit additional tickets if it will help our team diagnose.
Network SLA
We retain a very simple Network SLA at TREJJCOMMS.
Customer must be in compliance with all Hosting Terms, including Acceptable Use Policy and DMCA. Any violations in the past 60 days negate our service level agreements, as we may suspend or limit network access if you have recently violated the AUP. Any credit mentioned below will not be provided to Customers with overdue balance, until past due balance is fully paid in accordance with the Hosting Terms. Network Outages caused by force majeure, network attacks (DDoS), network usage in excess of maximum port capacity, service suspension, or scheduled maintenance will not result in any credit. TREJJCOMMS will not provide any credit to Customers clients, affiliates, or vendors. Credit does not apply to billing disputes.
We offer a 99.9% Network Uptime commitment. Our data-center facility uses a multi-homed network with over 10 active ISPs, making it unlikely that you will ever experience a network outage other than the reasons mentioned above. Below are the credits for failing to meet the network SLA.
99.9% or higher: 0% credit
98-99.9%: 4% credit
97-98%: 8% credit
96-97%: 10% credit
95-96%: 20% credit
94% or below: 40% credit
Credit will be calculated against the Monthly Recurring Charge of the service agreement for the specific product experiencing connectivity issues, and credit will be applied to the invoice for the following month. Maximum credit will be capped at the total cost of service.
In the event that we must schedule an emergency maintenance, we will provide at least 24hours notice to the email address on file as well as place mention on the homepage of our website. Scheduled maintenance will not count against the Network SLA.
Notice of network outage and requests for credit must be made in writing via the TREJJCOMMS ticketing system within 15 days of the event.
We use the best hardware and network available, which allows us to guarantee a 99.99% uptime. We don't just say it, we do it!
Do not worry about your site getting compromised, hacked or accidentally getting deleted. We take backups every day and we can easily restore it!
Our team consists of IT professionals in software and hardware related problems allowing us to keep the quality of our support top-notch.
We guarantee that all virtual services will be up and running within 5 minutes. We will send an activation mail to your email address to this effect.
Our data center's internal network is based on fiber optic connections, allowing almost zero latency.
Flexible monthly contracts ensure that you're never out of budget. While getting high quality service.
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