Welcome to Tech A Byte Solutions. Your Trusted Web Companion with Total Web Solution!!

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Welcome to Tech A Byte Solutions. Your Trusted Web Companion with Total Web Solution!!

Techabyte Solutions

Service Level Agreement

Service Level Agreement

Shared Hosting, Premium, Unlimited, VPS & all Hosting Services: 

 

Hardware Replacement Service Level Agreement – Dedicated Services Only

Techabyte Solutions guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced, in most cases, within 30 to 60 Minutes of identifying the problem. In the event that this guarantee is not met, Techabyte Solutions will issue a credit for ten times the actual amount of additional downtime recorded by service monitoring logs. The amount of compensation may not exceed the customer’s monthly recurring charge. This guarantee does not include the time it requires to perform additional software related maintenance, including rebuilding web accounts from backups, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.

 

Network Uptime Service Level Agreement – For all Services

Techabyte Solutions guarantees network uptime to be 99.9%. This guarantee assures that all major routing devices within our network are reachable from the global internet 99.9% of the time.

 

To follow our network status, know where your data center location is & track down from graph: https://status.techabyte.xyz or, for any incident of your hosting server track down from here: https://secure.techabyte.xyz/serverstatus.php

 

Network SLA Exclusions

Many possible situations are completely beyond the control of Techabyte Solutions, and therefore are not in the scope of this SLA. These situations include:

 

  • Scheduled Network Maintenance – occasionally network maintenance will be required. Techabyte Solutions will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the e-mail address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
  • Hardware Maintenance – on rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Techabyte Solutions will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
  • Software Maintenance – an important part of managing a Dedicated Server is keeping the software up to date. If you choose to have Techabyte Solutions manage your server, occasional software updates will be required to address security or performance issues. Usually, you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
  • Malicious Attacks – if a third party not associated with Techabyte Solutions initiates a “Denial of Service” or other form of disabling attack against your Dedicated Server or major portions of our network, Techabyte Solutions will do everything in its power to stop the attack, but cannot guarantee a resolution time. Thus, we do have DDOS, Malware, SPAM protection, but sometimes it can fails & we have to take action manually. So, it will need some time to fix these types of issues. Sometimes from our clients hosting or server & application development or faulty development or backdated programming/ developed application will cause malicious/ malware/ virus attack. For this reason, we don’t give any compensation or guarantee. If you have nulled script which can carry virus or null script or mining script, we have zero tolerance for this, we will notify & suspend the service.
  • Legal Actions – In the case that a legal action is taken against a customer of Techabyte Solutions and Techabyte Solutions is required to act in accordance with the order, Techabyte Solutions shall not be responsible for any SLA damages.
  • cPanel Issues – if you choose to run cPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of cPanel related software. On occasion, one of these automatic updates could adversely affect all or part of the cPanel related software on your server. Techabyte Solutions will do whatever is necessary to fix any cPanel related problems, but cannot guarantee a resolution time.

Network SLA Remedy – For all Services

In the event that Techabyte Solutions does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime reported by service monitoring logs. If Techabyte Solutions is or is not directly responsible for causing the downtime, the customer will receive a credit for 10 times (1,000%) the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 10 hours of credit in your account.

 

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Techabyte Solutions Terms of Service or if the account is in default of payment.

 

Response Time SLA’s – For all Services

Techabyte Solution’s fully-managed and core-managed customers are covered by five types of initial response time guarantees:

 

  • Client Area Support Ticket Initial Response Time Guarantee
  • Phone Answer Time Guarantee
  • LiveChat Initial Response Time Guarantee
  • Email Initial Response Time Guarantee
  • Whatsapp/ Discord/ Facebook Messenger Initial Response Time Guarantee
  • Client Area Support Ticket Initial Response Time Guarantee – For all Services

Client portal/ area: https://secure.techabyte.xyz/clientarea.php  –

Support Ticket Location: https://secure.techabyte.xyz/submitticket.php

Finding your support tickets: https://secure.techabyte.xyz/supporttickets.php

 

We are open 24 Hours in a Day, 7 Days in a week & 365 Days in a year for queries, sales, fund, technical, development & hosting server support – Reply time instant to 10 hours with our support ticket system.

 

That means that when you submit a trouble ticket via our Support Ticket system you are guaranteed a response from a support technician within instant to 10 hours. If Techabyte Solutions fails to respond within 10 Hours, you will be credited 2 times the amount of time exceeding our SLA commitment. That means that if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive 2 hours hosting credit.

 

  • Phone Answer Time Guarantee – For all Services

We guarantee that a live support agent will answer your phone call within 59 seconds from the time you select the department you wish to speak with. If Techabyte Solutions fails to respond within fifty-nine (59) seconds, you will be called back from support.

 

Here is our Official time of response:

  • Phone Number of Bangladesh: Official Working Hours – 10am to 6pm (Friday & Saturday Closed) | +06:00 GMT DHAKA time zone. Sales, Query, Network & Critical Development or Hosting Support.
  • International Number of USA: Official Working Hours – 10am to 5pm (Sunday Off) | -04:00 GMT NYC time zone.  Only Pre-Sales & network status queries. 
  • Callback Request via chat or website: Our support team or sales team will reach you in next 24 to 72 hours.
  • LiveChat Initial Response Time Guarantee – For all Services

We guarantee to have a live support agent answer your LiveChat within 59 seconds to 10 minutes after selecting the department and accurately completing the pre-chat survey questions. If Techabyte Solutions fails to respond within the time period, you can simply knock us in our official facebook messenger, WhatsApp, mail, support ticket or give us a call. If you want us to call you, just send us a callback request.

 

  • Email Initial Response Time Guarantee

We prioritize email for sales, support or queries. We will reply or get back to you within 15 minutes to 10 Hours.

Our email support for adding fund, technical support, billing, domain, hosting, development or for a price quotation or agreement is open 7 days a week & 24 hours in a day. Mail us via: [email protected], [email protected] , [email protected]

 

We do late response for a price quotation as our engineers research the requirements properly & meet the exact solutions for you & your desire. It can take 5 Hours to 72 Hours from your accepted request time. 

 

  • Whatsapp/ Discord/ Facebook Messenger Initial Response Time Guarantee

Whatsapp, Facebook Messenger, Discord public chat we take 5 mins to 5 hours response time, from 10am to 10pm, +6 GMT.  This service is for pre sales & basic support only.

 

We won’t be able to reply instantly while there is International / global holiday or Bangladesh Govt holiday for BD or, USA Govt holiday for America.

In such case you are requested to contact support ticket via accessing client area or mailing us via email. 

 

Compensation

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Techabyte Solutions Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a phone SLA event happen simultaneously. SLA compensation will only be given for one of the events.

 

Techabyte Solutions utilizes some third-party services to provide responses to customers. These include, but are not limited to, our LiveChat system. If a third-party system’s failure prevents Techabyte Solutions from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation.

 

30 Days Money Back Guarantee

Our Quality Guarantee of 30 Days!

 

We are so much confident of our service. We offer a refund to every customer within 30 days of their registration. If you are dissatisfied with our web hosting service, you may choose to cancel your subscription for a full refund.

We offer a refund to every shared, reseller and VPS server web hosting customer within 30 days of their registration. If you are dissatisfied with our shared, VPS, dedicated web hosting service, you may choose to cancel your subscription for a full refund.

 

If you apply to the terms stated above, you may request, under this guarantee, a full refund consisting of your purchase price of shared, reseller and VPS server hosting service provided by TechAByte Solutions, less any charges for domain name registration, licensing fee, payment gateway fee, additional paid service like SiteLock / SpamExperts, CodeGuard, Backup Services or any type of Web Designing and Development, Maintenance, Security service, Video Promo etc., all of which are non-refundable.

 

Any free service like Free Domain registration/renew/transfer or SSL or SiteLock etc. that included as free with any hosting plan will be immediately suspended once the refund proceeds. But if the customer wants to use them with any of our other hosting services/plans or even want to use them with any other web hosting service provider, they will have to pay for them with the regular price as mentioned on our website.

 

If a client’s account is not verified, that client will not get any refund. The client must provide his/her real first name and last name and the necessary documents to verify his account as mentioned in our terms of service. And the money back request is only applicable for once per each client for the first service only. If you have a previous history with a money back for any purchased service from us then you are no longer eligible for the 30 days money back.

You can make this procedure happen by opening a ticket in your client area & describing the matter/ disappointment.

 

For Services: Web Development, Web Design, eCommerce, SaaS, Software, Management System, Automation, SEO, SEM, Digital Marketing, Social Marketing, SMS & Email Marketing, Techabyhte M Tools, Promotion, Campaigns, Video, TVC/ OVC, Promo/ Animation/ Story telling Videos, Copy, Design, Content etc.

Client who has paid for the service will only get the related service & support. 

For example: one having web hosting service with Techabyte won’t be able to get any service or support for web design, development or any error fix. But They can have any support or service for ssl with hosting, changing php version or any hosting or server related service.

 

For extra service, a support or sales team member will contact the client & provide a quotation or invoice for the service. After acceptance by quotation or paying the invoice for that service, then the related service only can be provided.

 

You can view our packages from client area for full features, requirements, edits, limitations, access, number of pages, number of total revisions, maximum uploads & other options. These are must limited, we cannot give you unlimited services for a fixed price, but you are always welcome to meet your requirements upon support, mail, over phone or office meeting or online call. You will be given Quotation & after agreement a Final Invoice will be mailed via our official mail or if you have account in our client portal you will be given the invoice there in billing sections. In fact, our 85% workings are based on what actually the consumers need from our client’s brand. So, we give the priority what you need rather than what we are providing in the packages. These are for newbie or those who wants basic or informative websites. These applies for Website Design & Development, WordPress or Other CMS, News or any website design & development of business or ecommerce & Website Customizations, Editing. (Without the system of Web Application Solutions like: CRM, Management Systems, Restaurants, Gym, Hospital, Education or any custom web application).

 

The Bill is DUE after indicating & Invoice generation upon agreements between TechAByte Solutions & It’s Clients. Minimum 50% or upon agreement the invoice should be paid before working. Before Delivery you will be given for cross checking if there any mistakes or bugs. You can revise max time of the packages or if you are not our package client you can revise maximum 5 times for small or informative website & 10 times for Quality & Big project Web Development.  

 

For custom features, requirements, problem solving, auditing, seo, analytics, social marketing, campaigns, lead generation, web services we do not give any guarantee of the results.

 

Once the Website is delivered, we request to change your passwords of mails & panels. We do not take any liabilities after the delivery. We only give support for existing system we developed. If we find any logs & any changes in the website you have made or any other from your panel in the logs or network, we won’t be able to give you our support for free. Please follow our Terms of Services page for detailed Service Coverage.

 

Terms of Service:

By accessing our website & services, we assume you accept these terms and conditions in full.

Do not continue to use Techabyte’s website if you do not accept all of the terms and conditions stated on this page.

To read the full ToS:

https://techabyte.xyz/terms-of-service/

 

Privacy Policy:

TechAByte Solutions is committed to protect the privacy of its customers/ Clients/ Consumers. This privacy policy governs the manner in which TechAByte’s uses, maintains and discloses information collected from customers and users of TechAByte website. We are committed to develop long lasting relationships with clients based on trust. TechAByte will do everything in its power to ensure that your right to privacy is maintained and protected.

To read the Privacy Policy:

https://techabyte.xyz/privacy-policy/

 

SMS, Bulk SMS, Promo SMS, Masking & Non Masking SMS, OTP SMS Policy: 

Please click here to know about our sms marketing policies. 

 

Complaints:

We would like to think that we always get it right, but unfortunately there are times when you may feel we have got it wrong. Valid feedback from our customers is an essential part of continuing to improve our services and maintain our high standards.

 

We take all complaints and disputes very seriously and ensure that lessons are learned where applicable. If, unfortunately, you wish to make a complaint or raise a dispute with us, please submit an email to our support team – including as much detail as possible about your issue. We will acknowledge your email within 1 to 3 business day/s, and aim to resolve any issues within 5 to 7 business days.

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We Offer 12/7 hours of Support via Phone & 24/7 via support tickets, Live Chat and Email. Our EPIC Support team reply in less than two hours to the tickets.

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