Last Updated: August 24, 2024
This Service Level Agreement ("SLA") is a policy governing the use of Tenzix hosting services ("Services") under the terms of the Terms of Service between Tenzix ("Tenzix," "we," "us," or "our") and users of Tenzix's services ("you" or "Customer"). This SLA applies separately to each account using Tenzix services.
Tenzix will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment"). Subject to the SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.
Service Credits are calculated as a percentage of the total monthly service fees:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but ≥ 99.0% | 10% |
| Less than 99.0% but ≥ 95.0% | 25% |
| Less than 95.0% | 50% |
To receive a Service Credit, you must submit a claim by opening a support ticket within thirty (30) days of the incident. Your claim must include:
If we confirm the Monthly Uptime Percentage was less than the Service Commitment, we will issue the Service Credit to your account within one billing cycle. Service Credits are not refundable and can only be used toward future billing charges.
The Service Commitment does not apply to any unavailability, suspension or termination of Services, or any other performance issues:
The maximum total Service Credit for any monthly billing cycle shall not exceed 50% of your monthly service fees. Service Credits may not be transferred or applied to any other account.
Tenzix reserves the right to modify this SLA at any time. Changes will be posted on our website and will become effective upon posting. Your continued use of the Services after any modifications constitutes your acceptance of the revised SLA.
For SLA-related inquiries or to submit a credit request:
Francisco Oliveira trading as Tenzix
Avenida Professor Vicente Coelho, Nº 400, 1st floor, 4520-815
Santa Maria da Feira, Aveiro, Portugal
hello@tenzix.com