Service Level Agreement (SLA)
1. Introduction
This Service Level Agreement (SLA) applies to all services provided by TCN Networks, including but not limited to Virtual Private Servers (VPS), Dedicated Servers, and Cloud Hosting solutions. By using our services, customers agree to the terms outlined in this SLA.
2. Uptime Guarantee
TCN Networks guarantees a monthly uptime of 99.9% for all services under normal operating conditions. Uptime is calculated on a calendar-month basis and excludes the following:
- Scheduled maintenance or upgrades announced at least 24 hours in advance.
- Force majeure events, including but not limited to natural disasters, power outages beyond our control, and acts of terrorism.
- Network outages caused by upstream providers.
- Customer-caused issues, including but not limited to misconfigurations, custom scripts, or unauthorized changes to server settings.
- Hardware or software failures due to third-party applications or services.
3. Compensation Policy
TCN Networks does not provide compensation for service interruptions caused by unforeseen circumstances, including but not limited to:
- Server downtime due to hardware failure.
- Network disruptions caused by DDoS attacks, customer-side mismanagement, or external factors.
- Issues resulting from third-party software, applications, or plugins installed by the customer.
No credits or refunds will be issued for outages caused by events listed in Section 2 or Section 3.
4. Scheduled Maintenance
TCN Networks performs routine maintenance to ensure the stability and security of its services. Scheduled maintenance will be announced via email or our customer portal at least 24 hours in advance. Such maintenance is excluded from uptime calculations and does not qualify for compensation.
5. Customer Responsibilities
Customers are responsible for maintaining their own backups, ensuring proper server configurations, and adhering to our Terms of Service. TCN Networks is not liable for data loss, misconfiguration, or other issues caused by customer actions.
6. SLA Limitations
This SLA does not cover any interruptions, delays, or failures caused by:
- Customer equipment, including internet connection issues.
- Unauthorized access to servers due to weak or compromised passwords set by the customer.
- Actions of third parties, including upstream providers or other service dependencies.
7. Dispute Resolution
In the event of a dispute regarding uptime or service interruptions, customers must submit a ticket through our support system within 7 days of the incident. TCN Networks will review the case and respond within a reasonable timeframe. Our decision will be final and binding.
8. Amendments
TCN Networks reserves the right to amend this SLA at any time. Changes will be communicated via email or through our website. Continued use of our services after amendments constitutes acceptance of the revised SLA.
9. Contact Information
For questions or concerns regarding this SLA, please contact us:
Email: [email protected]
Address: 400 Rella Blvd Ste. 207 Montebello, NY 10901
