Our Service Levels are our commitment to you for quality service, availability and support. Our support team is comprised of experienced Systems Administrators, Systems Engineers and Customer Service Representatives.
7 x 24 Technical Support
Web HSP strives to provide superior level of customer support that helps build customer loyalty and confidence. Our goal is to 'resolve' customer issues, not just update tickets.
We do request you use our online support tools and resources for the 'how to' questions to keep our technicians free for resolving problems and issues. Of course if you cannot find an answer, you should request assistance. You can also use our Forums for Community Assistance.
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Network Availability
WebHSP offers a 99.9% network availability guarantee. The applies to any customer who has purchased a hosting service and has a valid Web HSP sales agreement. If Network Availability does not meet our 99.9% uptime guarantee, customers may request a 5% credit to their account for every hour the Network is down, not to exceed 100% of their base monthly fee (or equivalent of). Requests must be received within 5 days of the incident through our online Support Desk.
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Network access availability consists of the number of minutes that network connectivity is not available to you, including network or power outages. Network access availability is measured from the point where your traffic enters our network up to the point where your traffic leaves our network and enters the network of any other carrier or third party. If Web HSP does not meet the 99.9% target for network access availability, Web HSP will, upon request*, credit your account for each cumulative hour of network access unavailability or fraction thereof in any calendar month, the prorated charges for two hours of the monthly recurring charges for the network access services, not to exceed 100% of one month's base charges for the network access. *Request for service credit must be made within 5 days of the incident through our online Support Desk.
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Customer shall not receive any credits under this service level in connection with any failure or deficiency of the Data Center LAN SLA caused by or associated with:
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Circumstances beyond Web HSPs reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
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Outages elsewhere on the Internet that prevent access to an account. This applies only to those areas under the direct control of the Data Center, including links to the Internet and Data Center routers;
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Degradation of service due to high packet loss or similar conditions, which may be indicative of the Internet as a whole;
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Server hardware failure; (refer to hardware and/or web site Service Levels)
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Failure of access circuits to the our Network, unless such failure is caused solely by our Data Center;
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Scheduled maintenance and emergency maintenance and upgrades;
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DNS (Domain Name Server) issues outside the direct control of Web HSP;
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Issues with FTP, POP, IMAP, or SMTP customer access;
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False outages reported as a result of any Web HSP measurement system problems or errors;
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Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.);
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Any negligence, willful misconduct, or use of the Services in breach of Web HSP Terms and Conditions and Policies; by user or other users.
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Dedicated Server Hardware
We use high quality Rackmount server systems and maintain a supply replacement parts within the Data Center for emergency purposes. In the event of a hardware failure, we will replace the hardware components within 2 hours of the time the hardware is deemed to be faulty to get your server back into working order. In the event of a hard drive failure, this does not include data recovery time.
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30 Day Money Back Guarantee on VPS
Note: Due to cost of acquiring hardware and setup of physical server, 30 Day Monday Back Guarantee does not apply to Dedicated Servers.
We are confident you will be happy with your VPS. However, if for some reason it does not meet your needs, you can cancel your account within the first 30 days for a full refund. We only ask that you tell us why it did not meet your needs to we can continue to improve our services.
To request a 30 day money back refund, please open a support ticket within 30 days of opening your account and we will refund you within 5 business days.
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Domain Registrations
