Service Level Guarantees
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
The Service Provider 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 the Service Provider 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 the Service Provider. The Service Provider may temporarily deny or terminate the
Service upon client’s failure to pay their charges at due time.
The Service Provider 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, the Service Provider is not responsible for the downtime).
c. Failures due to software that is not explicitly supported by the Service Provider. Consequently, if a hardware crash provoked by the customer happens, the Service Provider 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
The Service Provider guarantees 24/7 technical 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. Tickets to the technical support are replied to within no more than 60
minutes after they have been opened. Tickets to the sales staff are replied in 12 to 24 hours.
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