Service Level Agreement [SLA]

 Coverage
This web site availability service level agreement (SLA) applies to you if you have ordered any hosting plan (”service”) and you are in good financial standing with TQP Hosting Network.

 Service Level
TQP Hosting Network endeavors to have network connectivity available for http access by third parties 99% of the time (”web site availability”).

 30-Day Complete Satisfaction Guarantee*

 

If for any reason you are unsatisfied with our service within your first 30 days, simply notify us and your contract fees will be reversed. No advanced notification required no paperwork, no red tape, and no catches whatsoever.
Note that the 30 day period ends exactly 30 days from the day on which account was originally activated. This guarantee is VOID if your account violates our TOS or service agreement.

Credits

You pay us so that your site will be online. When it's not online, you shouldn't have to pay. It's that simple.We rarely have server issues that result in downtime, but on occasion, we will encounter a hardware or software issue that may cause a brief service interruption. In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.In the event that there is no web site availability, TQP Hosting Network will credit the monthly service charge for the service as calculated below and as measured 24 hours a day in a calendar month. The maximum credit is not to exceed the monthly service charge for the affected month:

 

 

Web site availability credit

100% to 99% = 0%
98% to 95% = 25%
94.9% to 90% = 50%
89.9% or below = 100%

*This does not include reimbursement for domain name registration, or any other external services purchased while under TQP Hosting Network. Make sure your files are backed up when you request cancellation, as accounts and account backups will be promptly terminated. Refunds for accounts with payment methods besides Credit Card, including wire transfers, checks, and money orders, may take an extended amount of time to process.

In order for you to receive a credit on your account, you must request such credit within seven (7) business days after you experienced no web site availability so that we may check our stats and your stats. You must request credit by sending an electronic mail message to our sales. For security, the body of this message must contain your domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by TQP Hosting Network. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event that there is no web site availability.

 Restrictions
Credits shall not be provided to you in the event that you have no web site availability resulting from (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond TQP Hosting Network’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your Web Site.

 Limitations
Online problems occur continuously. There might come a time when you cannot access your website or any other service. This is not necessarily due to TQP Hosting Network. Perhaps your ISP is experiencing technical difficulties, or there might be a routing problem between your ISP and the data center utilized and maintained by TQP Hosting Network, making communication difficult or impossible. We cannot bear the responsibility of such problems. Our monitoring agents determine the uptime of our service, and not any one client’s experience.
TQP Hosting Network is not responsible for the restoration of data to server. We strongly recommend that your purchase backup options for your server, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occur, you the client are responsible for data restoration. TQP Hosting Network shall not be liable for loss of data under any circumstance.

 Questions? Submit a ticket or Write to support@tqphosting.com or call us at +91-9966252223

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