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