Teslix Hosting Company - Best Hosting Provider On The Web

Service Level Agreement

Uptime guarantee policy

Teslix Internet Technologies, KFT (hereinafter referred to as “Teslix”) has a goal of making your website as much as possible. However we feel that you should not be paying unless certain level of service is provided. We are making sure our servers are well shaped and conditioned and are available for you and your visitors without interruptions. However, from time to time certain software or hardware issues may cause brief service interruption.

Teslix will credit you with certain percentage of your monthly installment in times when service interruption is caused, accordingly to the following schedule:

99.8% to 99.5% - 5% credits
99.5% to 99% - 10% credits
99% to 95% - 25% credits
95% to 90% - 50% credits
below 90% - 100% credits

We use our internal monitors for measuring of monthly downtime in percentages but will also accept proof from approved 3rd party uptime monitoring service.

This SLA does not cover downtime caused or associated with:

Downtime outside of Teslix’s control including, without limitation, upstream network outages and maintenance, acts of any governmental body, internet backbone congestion, interruptions caused by acts of god, facility or area power outages, unavailability of or interruption or delays in telecommunications or third party services.
Scheduled maintenance and upgrades, including emergency maintenance in which Teslix will try, but cannot guarantee, to notify all customers at least 3 hours before maintenance work starts.
Distributed Denial of Service (DDOS) attacks, hacker and virus attacks.
Delays caused by DNS issues, DNS propagation and caching which is outside of Teslix’s control.
Suspended accounts or accounts which violated our Terms of Service and Acceptable Use Policies.

Teslix will deposit credits to your account so that they are available for future payments. Downtime credits are not cash refundable and hence are not transferable to other Teslix customers. They can be only used for renewal of existing or purchase of a new services within customer’s account and shall not exceed complete hosting fee for the affected services in a given month.

Customers need to make a crediting request to billing@teslix.com within 7 days from the outage.

Response time guarantee policy

We at Teslix, try to think outside of the box. One of our primary key points is strong, professional and experienced support, backed up by our simple, easy to navigate and use support environment. We feel that good service is worth nothing without quality and knowledgeable support. This is why Teslix guarantees 24 hours response time. Note that our average response time through the channels we offer support is below 30 minutes, and our employees will give their best to even minimize this period by responding to your emails and support requests within few minutes.

With this said, Teslix will credit your account with 10% of your monthly installment for affected service for each incident where response is not given within 24 hours from sending in a ticket.

Other than fast and guaranteed response times, Teslix cares a lot about quality of support and hence we encourage you to email our management team at management@teslix.com with any constructive ideas, critics or questions. We will be delighted to get in touch with you and we assure you Teslix’s efforts strive towards our existing and future customers.