Uptime and support
DraftIn short: What we promise about uptime, how much data a failure can lose, how fast service comes back, how fast a person answers, and the credit when we miss it.
This is our draft, written from what Tanzahost really does. It isn't in force yet: it takes effect once our lawyer has approved it, and we'll show the date here.
Our uptime promise
Each running app's address answers at least 99.9% of every month, in each location.
Not counted: your own code failing or crashing, apps asleep or stopped, your DNS or other services you connect, attacks your own app draws while we keep everyone else running, and maintenance we announce on the status page at least 3 days before, at most 4 hours a month.
When we miss it
If a month falls below 99.9%, you get 5% of what the affected project was charged that month back as wallet credit.
Ask within 30 days of the month's end, with a ticket. Credit is never paid in cash.
Data loss and getting back
How much a failure can lose: at most the changes since your project's last backup. Projects are backed up 5 days a week, so the newest backup is never more than 3 days old. You can restore any backup yourself in the dashboard.
How fast service comes back: if a server fails, its apps run again on another server in the same location within 4 hours.
Support
Sali answers at once, any time. A person answers a ticket within 24 hours, and within 4 hours when your site is down.
We post every outage, what caused it and what we changed on the status page.
Questions about this page?
Write to support@tanzahost.com. A person answers.