Service Level Guarantees
30 DAY MONEY BACK GUARANTEEIf 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
ServeU.net 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 ServeU.net 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 ServeU.net cannot directly influence. ServeU.net may temporarily deny or terminate service upon clients failure to pay their charges when due.
OpenHost will guarantee 99.9% ServeU.net 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, ServeU.net is not responsible for the downtime).
c. Failures due to software that is not explicitly supported by ServeU.net. Consequently, if a hardware crash provoked by the customer happens, ServeU.net 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
ServeU.net 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
