We strive to provide you, our valued
customer, with the best service possible in the industry. With such an
immaculate level of confidence in our ability to do just this, we have
created the following guarantees that you can look forward to. These
guarantees are set in place to provide you with the reliability and
consistency in service that one expects and deserves.
Who would want to pay for something that has let them
down? If for any reason at all you're unsatisfied with some level of our
service within your initial 30 days as a customer, you may request your
payments to be returned to you. We will issue a full refund of your
hosting payment minus nonrefundable products/services such as domains, SSL
certificates, and dedicated servers. Please Note: This guarantee is
VOID if your account violates our Terms of Service.
We all need help from time to time, and there is no reason to wait for
it! Personalized customer care with a smile is what we provide. We guarantee
you that any issue you submit to any of our departments will receive a
personalized HUMAN response within 2 hours of its submission - yes this
includes weekends as well. This does not mean that you will have to wait 12
hours for a response, as our average response time is well under 30 minutes
at all times of the day, including twilight hours. Should any support
issue not be responded to within two hours you will be issued a $1 credit to
your account per incident (up to the amount of your packages monthly cost.)
You pay us for hosting, not for downed websites. This
is plain and simple. We guarantee to provide you with 99.9% monthly uptime.
The following service credit is provided should this guarantee not be met
(times are stated in downtime per month):
- Less than 45 minutes (100% - 99.9% uptime)
No credit issued.
- 45 minutes to 3 hours 30 minutes (99.9% - 99.5% uptime)
5% credit issued.
- 3 hours 30 minutes to 7 hours 15 minutes (99.5% - 99% uptime)
10% credit issued.
- 7 hours 15 minutes to 14 hours 30 minutes (99% - 98% uptime)
15% credit issued.
- 14 hours 30 minutes to 1.5 days (98% - 95% uptime)
25% credit issued.
- Greater than 1.5 days (less than 95% uptime)
100% credit issued.
To request a service credit in accordance with our 99.9% uptime guarantee
contact our billing department. Granted service credits are provided as
credits to your Hostaga account, and will be automatically applied toward
future invoices. Cash refunds are not issued as a result of downtime. Our
uptime guarantee is not valid for any downtime that is out of Hostaga's
control, which includes (but not limited to): upstream network outages,
internet backbone congestion, outages caused by acts of god, and facility
power failures. To receive a credit your Hostaga account must also be in
good standing and not in violation of our TOS or Acceptable Use policies.
