Our commitment to service reliability and performance
Last updated: May 21, 2025
TGIHUB is committed to providing customers with reliable hosting services. We guarantee that our network will be available 99.9% of the time, excluding scheduled maintenance.
Our service availability is calculated based on:
Service Availability = (Total Minutes in Month - Downtime) / Total Minutes in Month × 100%
"Downtime" is defined as periods when the hosting service is unavailable due to issues within our control, as confirmed by our monitoring systems and verified by our technical team. Downtime does not include:
If our Service Availability falls below the guaranteed level in any given month, customers are eligible for service credits according to the following schedule:
| Monthly Uptime | Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% of monthly fee |
| Less than 99.0% but greater than or equal to 95.0% | 25% of monthly fee |
| Less than 95.0% | 50% of monthly fee |
Service credits are applied to future billing cycles and cannot be converted to cash refunds. The maximum service credit for any monthly billing period cannot exceed 50% of the monthly fee.
To receive a service credit, customers must:
We will review all credit requests and respond within 10 business days. If approved, credits will be applied to the next billing cycle.
We are committed to providing timely responses to technical support inquiries based on priority levels:
| Priority Level | Description | Response Time |
|---|---|---|
| P1 - Critical | Service is completely down or unusable | 1 hour (24/7) |
| P2 - High | Service is severely degraded or major features unavailable | 4 hours (24/7) |
| P3 - Medium | Non-critical feature or functionality issue | 8 business hours |
| P4 - Low | General inquiries, feature requests, or minor issues | 24 business hours |
Response times are calculated from the moment a support ticket is submitted through our official support channels.
As part of our service, we provide:
Customers are still responsible for maintaining their own backups. Our backup service is provided as a convenience and safety measure but should not be relied upon as the sole backup solution.
We implement the following security measures to protect our infrastructure and your data:
In the event of a security incident that may affect customer data, we will notify affected customers within 24 hours of discovery.
To ensure optimal performance and security, we conduct regular maintenance during the following windows:
We will provide at least 48 hours notice for all scheduled maintenance. Emergency maintenance may be performed as needed with as much advance notice as possible.
We reserve the right to modify this SLA at any time. Customers will be notified of any material changes at least 30 days in advance. Continued use of our services after such modifications constitutes acceptance of the updated SLA.
For questions about this Service Level Agreement, please contact us at:
Our support team is available 24/7 to answer any questions about our Service Level Agreement.