Service Level Agreement
An overview of our Service Level Agreement (SLA).
Last Modified: 1 October 2024
Introduction
Terabix strives to provide a 100% uptime service level agreement (SLA). Service credits will be provided to the Customer in the form of credit to their Terabix account balance, in the event of qualifying service downtime.
A service is categorised as having a qualifying downtime event when:
The service is completely inaccessible by the Customer and Terabix, after verification by Terabix support staff.
During the time in which the service is inaccessible, there is no ongoing maintenance that would affect the service.
The downtime event is not due to any of the causes listed below under ‘Exclusions’.
Exclusions:
The downtime is caused by situations outside of the control of Terabix, such as issues with our upstream internet providers, data center outages, widescale internet outages, and natural disasters.
The downtime is caused by a suspension or termination of the Customer’s service, as a result of a violation of the TOS.
The downtime is caused by service, hardware, software, or network maintenance of any kind, including that of Terabix’s vendors and service providers.
The downtime is caused by a DDoS attack. Terabix’s DDoS protection services are provided on a best-effort basis and come with no guarantees of any kind.
The downtime is caused by the fault of the Customer and the misuse or misconfiguration of any part of the services, including that of any person that they provide access to their services with, or any person that has gained access to their services.
The downtime is caused by the Customer’s lack of necessary and safe security practices and precautions.
Service Credits
If a Customer’s service incurs downtime that does not fall under any of the exclusions of these terms, the downtime would be categorised as a qualifying downtime event and they are entitled to request a claim of service credits.
Service credits will only be provided to Customers who have accounts in good standing with no history of service abuse, prior or existing chargebacks and disputes, overdue invoices, and no existing/outstanding service cancellations or suspensions.
In order to claim service credits for a qualifying downtime event, a Customer must raise a ticket through our official support channel within 48 hours of the qualifying downtime event.
There must be a minimum of 1 hour of qualifying downtime in order for a claim to be processed.
Consecutive downtime events that stem from the same root cause will be deemed as a single downtime event.
Service credits will be compensated as per the following formula based on the Customer’s service’s monthly recurring cost (“MRC”):
(MRC / 30) x 3 for every hour of qualifying downtime
The amount of service credits compensated to the client cannot exceed 100% of the affected service’s MRC.
Changes to Service Level Agreement
We may modify this Service Level Agreement at any time, with no prior notice and any changes will be effective immediately upon publishing. It is your responsibility to review the terms regularly. Any significant changes will be communicated to you by email prior to taking effect. Your continued use of Terabix services after the changes will indicate your acceptance of the updated terms.
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