Service Level Guarantees
WebHostingU Service Level Guarantees
30 DAY MONEY BACK GUARANTEE
If, for
any reason, you are dissatisfied with our hosting services, we will
refund your hosting fees at any time during the first 30 days after
you have signed up for an account with us. You can email us at
billing@duoservers.com and receive full refund for your hosting plan
within the 30-day money-back period.
Please, NOTE that domain name registrations are final and non-refundable. As changes are no longer allowed after a registration request is submitted, you should always check for correct spelling before purchasing a domain name.
SERVICE GUARANTEES
99.9%
Network Uptime Guarantee
WebHostingU guarantees
that your website(s) will be up and running at least 99.9% of the time
during any 12-month period. This guarantee includes network and server
uptime. However, we cannot be held responsible for upstream problems
outside of our network and areas where
WebHostingU has no
direct influence, such as backbone provider failures, fiber-optic main
line cuts, DNS or Registrar problems with subscribers' domain names,
routing problems between a client's location and our data center. The
uptime guarantee is also not applicable if the service interruption
was caused by a natural or unnatural event that is not directly under
the control (or jurisdiction) of
WebHostingU.
WebHostingU may temporarily deny or terminate the Service upon
client's failure to pay their charges at due time.
WebHostingU guarantees 99.9% network uptime and server stability. This, however, does not refer to problems stemming from:
a. Server Hardware Breakdown.
b. User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, WebHostingU is not responsible for the downtime).
c. Failures due to software that is not explicitly supported by WebHostingU. Consequently, if a hardware crash provoked by the customer happens, WebHostingU has no responsibility for the resulting downtime.
Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.
Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.
SUPPORT RESPONSE GUARANTEE
WebHostingU guarantees 24/7 support available 365 days per year.
Support is available via our online Contact Us form, via our phone
lines and live chat, and the web hosting control panel integrated
ticketing system. Each ticket is replied to within no more than 60
minutes after it has been opened.
Dedicated 24/7 Support For All Customers
- 24/7 Ticketing support with 25 minutes average reply time
- 2 US tel. support lines are available from 4am to 8pm PST
- An additional UK tel. support line is now available