Garant\u00edas De Nivel De Servicio<\/b><\/p>
30 DAY MONEY BACK GUARANTEE<\/b>\r\n
If, for any reason, you are dissatisfied with our hosting\r\nservices, we will refund your hosting fees at any time during the first\r\n30 days after you have signed up for an account with us. You can email\r\nus at billing@duoservers.com and receive full refund for your hosting\r\nplan within the 30-day money-back period.<\/p>\r\n
Please, NOTE that domain name registrations are\r\nfinal and non-refundable. As changes are no longer allowed after a\r\nregistration request is submitted, you should always check for correct\r\nspelling before purchasing a domain name.<\/p>\r\n
SERVICE GUARANTEES<\/b>\r\n
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99.9%\r\nNetwork Uptime Guarantee<\/strong> \r\n\r\n\r\n The Service Provider guarantees 99.9% network uptime and server stability. This, however,\r\ndoes not refer to problems stemming from: \r\n<\/p>\r\n<\/p>\r\n a. Server Hardware Breakdown.<\/p>\r\n\r\n b. User error(s) or purposeful interruption(s) (e.g.\r\nif the client shuts his\/her own server down, the Service Provider is not\r\nresponsible for the downtime).<\/p>\r\n c. Failures due to software that is not explicitly\r\nsupported by the Service Provider. Consequently, if a hardware crash provoked\r\nby the customer happens, the Service Provider has no responsibility for the\r\nresulting downtime.<\/p>\r\n \r\n\r\n Network Outages or Unexpected\r\nDowntime<\/strong> is any unplanned or unexpected interruption in the\r\nnetwork availability due to hardware, software, network connectivity\r\nor data center problem, during which a 100% packet loss is\r\nexperienced.<\/p>\r\n\r\n<\/p>\r\n Scheduled Downtime<\/b> is any scheduled\r\ninterruption of the services for the purpose of network\r\nsoftware\/hardware upgrades, or replacement of any network equipment in\r\norder to be provided better service for the customers. Scheduled\r\ndowntimes occur within pre-notified downtime periods, with as many\r\nwarnings as possible sent via e-mail or posted in our news section\r\nminimum 24-hour in advance.<\/p>\r\n SUPPORT RESPONSE GUARANTEE<\/b>\r\n Dedicated 24\/7 Support For All Customers<\/p>\r\n
The Service Provider guarantees that your website(s) will be up and running\r\nat least 99.9% of the time during any 12-month period. This guarantee\r\nincludes network and server uptime. However, we cannot be held\r\nresponsible for upstream problems outside of our network and areas\r\nwhere the Service Provider has no direct\r\ninfluence, such as backbone provider failures, fiber-optic main line\r\ncuts, DNS or Registrar problems with subscribers’ domain names,\r\nrouting problems between a client’s location and our data center.\r\nThe uptime guarantee is also not applicable if the service\r\ninterruption was caused by a natural or unnatural event that is not\r\ndirectly under the control (or jurisdiction) of the Service Provider. The Service Provider may temporarily deny or terminate the\r\nService upon client’s failure to pay their charges at due time.<\/p>\r\n\r\n<\/p>\r\n
The Service Provider guarantees 24\/7 technical support available 365 days\r\nper year. Support is available via our online Contact Us form, via our\r\nphone lines and live chat, and the web hosting control panel integrated\r\nticketing system. Tickets to the technical support are replied to within no more than 60\r\nminutes after they have been opened. Tickets to the sales staff are replied in 12 to 24 hours.<\/p>\r\n