Service Level Guarantees
Privacy Policy
Domain Name Registration Agreement
30 DAY MONEY BACK GUARANTEE
If for any reason you are dissatisfied with us, we will refund your hosting fees
at any time during the first 30 days since you have signed up for an account
with us. You can email billing@duoservers.com and receive a full refund for your
hosting plan.
Domain Name Registration:
Domain name registrations are non-refundable. As changes are no longer allowed
after the registration request is submitted, customers should check for correct
spelling before buying their domain name.
SERVICE GUARANTEES
99.9% Network Uptime Guarantee
WebsphereITsolutions guarantees that your website will be up and running at
least 99.9% of the time during any 12-month period. This guarantee includes
network uptime, server uptime, web server and service uptime. However, we cannot
be held responsible for upstream problems outside of our network and areas where
WebsphereITsolutions has no direct influence, such as backbone provider
failures, fibre-optic main line cuts, DNS or Registrar problems with subscribers
domain names, routing problems between clients location and our data center. The
uptime guarantee is also not applicable if the service interruption was caused
by any natural or unnatural events that WebsphereITsolutions cannot directly
influence. WebsphereITsolutions may temporarily deny or terminate service upon
clients failure to pay their charges when due.
WebsphereITsolutions will guarantee 99.9% WebsphereITsolutions network uptime
and 99.9% network stability uptime. 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, WebsphereITsolutions is not responsible for the downtime).
c. Failures due to software that is not explicitly supported by
WebsphereITsolutions. Consequently, if a hardware crash provoked by the customer
happens, WebsphereITsolutions has no responsibility for the resulting downtime.
Network Outages or Unexpected Downtime is any
unplanned or unexpected interruption in the network availability due to a
hardware, software, network connectivity or data center problem, during which a
100% packet loss is experienced.
Scheduled Downtime is any scheduled interruption of services for the
purpose of network upgrades, or replacement of any equipment in order to provide
a better service for you. Scheduled downtime occurs during notified downtime
periods, with as many warnings sent in advance as possible via e-mail or posted
on our news section at a minimum 24-hour notice.
SUPPORT RESPONSE GUARANTEE
WebsphereITsolutions guarantees its clients fast 24/7 support available 365 days
a year. Support is available via the online contact form as well as via the
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
