Our Guarantee
VPHost offers a 30-days money back guarantee without questions. If you are not
completely satisfied with our service within 30 days of your inital sign-up date,
you can open a support ticket to Sales Department to request a cancelation of
your account. Please back up your files, once your account is canceled, your
files will be deleted. Please also know that it may take up to 7 days to cancel
your credit card payment, etc... If you cancel on the 30th day, your credit card
might be charged for recurring, please open a support ticket sales department if
you are charged and we will refund you asap. Any transaction after the 30-days
period are non-refundable, please read our
TOS for more information.
Support Guarantee
VPHost strive to give 24/7 support, beside some weekend, holidays and/or
personal vacation, sometimes we cannot be made avail to the client. Please read
our TOS to further understand
our Support Boundaries. In most cases we will answer your questions within 30
minutes if not within 15, however where we fail to give an immediate response,
we strive to answer your ticket within 8-10 hours. Certain
issues may rise and we might not get to your ticket within that time, however we
guarantee if we do not reply to your support ticket within 3
business days, we will give you refund (in MB - storage spaces) for every 1 day
(24-hours) of late response.
Exceptions:
· Problems with support ticket system.
· U.S. Holiday.
· Our days off and vacation (advance notice will be given) .
Credits:
1 day = 200 MB
2 days = 300 MB
3 days = 400 MB
4 days = 500 MB
5 days or more = 700 MB
In order for you to receive credit to your account, you must request such credit within five (5) business days, submit a support ticket to Sales Department with Subject: "Support Delay: Additional Space Credits Required". Please provide the ticket number of your complaint along with any and all information related to your request. Space credit are given for an amount of six (6) months, where after, your account will be reset back to its original allotted space. You may only have 1-support-credit during your six (6) months period.
Uptime Guarantee - Service Level Agreement (SLA)
VPHost offer a 99.5% uptime guarantee. This uptime percentage is calculated on a
monthly figure, and is calculated solely by VPHost monitoring systems or VPHost
authorized/contracted outside monitoring services. If we fail to deliver 99.5%
uptime guarantee and it is not due to the exception below, credits will be made
available to each client, upon request, on a case by case basic. In extreme
cases, full refund can be made available on a case by case basis.
Exceptions:
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of the VPHost network caused by or associated with:
· Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, earthquake, tornado and other natural disasters, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the Service Level Agreement
· Telco Failure (ie...cutting a fiber line somewhere)
· Backbone peering point issues (PAIX)
· Scheduled maintenance for hardware/software upgrades
· DNS issues not within the direct control of VPHost
· Client’s acts or omissions, including without limitation, any negligence, willful misconduct, or use of VPHost service(s) in breach of VPHost Policy and Service Guidelines (AUP), by Client or others authorized by Client.
· DDoS attacks or any IRC related attacks
Connectivity:
VPHost goal is to make the VPHost network available to Client free of outages
for 99.5% of the time. An "outage” is defined as an instance in which Client is
unable to transmit and receive IP packets due to a VPHost service failure for
more than 20 consecutive minutes, excluding service failures relating to VPHost
scheduled maintenance and upgrades. The VPHost network does not include client
premises equipment or any Telco access facilities connecting Client's premises
to such infrastructure.
Measurement:
VPHost will periodically (on average every 15-20 minutes) monitor VPHost network
and server availability using software and hardware components capable of
measuring application traffic and responses. Client acknowledges that that such
measurements may not measure the exact path traversed by Client’s internet
connection, and that such measurements constitute measurements across the VPHost
network but not other networks to which Client may connect. VPHost reserves the
right to periodically change the measurement points and methodologies it uses
without notice to Client. Full network and server reporting will be posted to a
location designated by VPHost and made available to Client.
Hardware Failure:
VPHost stands behind all equipment on our network. Faulty hardware is rare, but
cannot be predicted nor avoided. VPHost utilizes only name brand hardware of the
highest quality and perfomance. VPHost will replace all faulty hardware
affecting performance levels of equipment within 48 hours, which includes
hardware issues that cause server crashes or speed issues. Hardware failure
resulting in complete network/server outage/downtime will be corrected within
two hours of problem identification. Router failure is an exception to this SLA
guarantee, and may require on-site Cisco™ engineers or backbone provider
emergency personnel to correct the problem. Router failure is governed by
current VPHost contracts with Cisco™ and backbone providers in regard to the
emergency repair service in case of such an issue. VPHost will replace all
faulty hardware on dedicated servers (rented or leased servers), at no charge to
the Client, with an unlimited free replacement policy. This includes parts
ordered as upgrades.
Credits:
In the event that there is no Web Site Availability, VPHost will credit the
monthly service charge for the Service as calculated below and as measured
24-hours a day in a calendar month, with the maximum credit not to exceed the
monthly service charge for the affected month:
Web Site Availability Credit
95% to 99.4% = 25%
90% to 94.9% = 50%
89.9% or below = 100%
In order for you to receive a credit on your account, you must request such credit within five (5) business days after you experienced no Web Site Availability. you must request credit by opening a support ticket to our Sales Department. For security, the body of this message must contain your account number/domain name, the dates and times of the unavailability of your web site, and such other customer identification requested by VPHost. Credits will usually be applied within sixty (60) days of your credit request. Credits currency will count toward your recurring payment. Credit to your account shall be your sole and exclusive remedy in the event that there is no Web Site Availability.
If you pay quarterly, semi-annually or annually,
for the month of no Web Site Availability, we will take the price for what you
pay divide by 3, 6, or 12 respectively and count it as 1-month.
For example: If you pay $120 USD annually, your monthly pay would be $10 USD
hypothetically, if our Web Site Availability is 90% to 94.9%, you would have $5
USD off on your next annual payment.
General:
VPHost
reserves the right to change or modify this SLA to
benefit the Client, and will post changes to location currently housing this SLA
at time of modification, which will be made available to Client. Except as set
forth in this SLA, VPHost makes no claims regarding the availability or
performance of the VPHost network or servers. Specific terms/points of this SLA
may be adjusted on a case by case basis by the specific Service Agreement
signed/agreed by client. In case of difference terms/points in SLA and Service
Agreement, the Service Agreement terms/points prevail over this general SLA
policy. The Service Agreement signed/agreed by client, is above and beyond this
SLA, and Service Agreement terms are in affect, including, but not limited to,
limitations of liability.