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The company ManageMyHosting refers to all accounts under the ManageMyHosting
name as well as all subsidiaries (ManageMyName, ManageMyBox, and
ManageMyServices). This document is designed to provide specific information
about service and terms accepted once sign-up has been completed.
24/7 QuickSUPPORT
We will attempt to answer any questions sent to our support department as soon
as we possibly can.
6 Hour Response Guarantee
This applies to any technical support request. This
response guarantee does not apply to Customer services, Sales, Abuse, Accounts
or Accounting. If it is not something which we can fix within six hours we will
respond giving you a reason and an estimated time of resolution on your issue.
For each hour that we miss the 6 hour response guarantee we will credit you with
$1
1Hour+ = $1 Credit
2Hour+ = $2 Credit
Account credits will be issued in the form of either cash, a partial refund for
that particular month, extra services or a credit towards the next month of
service.
This guarantee does not apply to US/UK public holidays where there are less
staff available.
12 Hour Resolution Guarantee
This applies to any technical support request. This
response guarantee does not apply to Customer services, Sales, Abuse, Accounts
or Accounting.
This guarantee is void if we require a response from the customer in order to
further work on resolving the problem. If customer does not respond within or
close to the 12 hour timeframe the guarantee will be void and no credit issued.
If we miss the 12 hour guarantee for any reason will issue you with a $3 credit.
Account credits will be issued in the form of either cash, a partial refund for
that particular month, extra services or a credit towards the next month of
service. This is a fixed credit and does not change for any reason.
This guarantee applies to only domain problems, hosting packages or server
management packages. This guarantee does NOT apply to dedicated servers where
issues may take longer to investigate.
This guarantee does not apply to US/UK public holidays where there are less
staff available.
99.9% Server/Network Uptime Guarantee
Hosting packages: We guarantee the server your site is on will respond to ping
requests for 99.9% of the month. This does NOT count those times when server
maintenance is necessary and customer has been given 48 hours notification
beforehand. Unscheduled maintenance will count as downtime. This uptime is
calculated over a 1 month period. The following credits will be issued to
customers at the end of a month if requested via a support issue in our CCC.
Account credits will be issued in the form of either cash, a partial refund for
that particular month, extra services or a credit towards the next month of
service. All credit requests will be investigated on a case by case basis by
comparing your monitoring logs with ours and coming to a compromise.
Credit Structure (This applies ONLY to hosting packages which feature the
guarantee) -
99.9%+ uptime - No Credit Needed
99.7%+ uptime - 5% Credit
99.5%+ uptime - 10% Credit
99.0%+ uptime - 25% Credit
98.0%+ uptime - 50% Credit
98.0%- uptime - Total Credit
ManageMyHosting reserves the right not to offer a credit under any circumstances
for any reason.
Unique Customer Control Center
Our customer control center has been created from the ground up, it is not an
off-the-shelf software package, it is a set of scripts created by the
development team at ManageMyHosting and we can therefore guarantee that it is
unique to our company since it has not and will not be sold to any other
company.
30 Day Money Back Guarantee
ManageMyHosting provides a 30 day money back guarantee to all customers
purchasing web hosting packages. 30 Day Money Back Guarantee does NOT apply to
dedicated servers, server management or domain names. Once 30 days is reached
there will be no refunds on any payment for hosting packages. 30 Day Money Back
guarantee provides a full refund for any monthly hosting fees however this
excludes one-time or setup fees during that 30 days. If payment is by credit
card, refund will be credited to the credit card used at time of sign-up and if
payment was by PayPal the amount will be credited back to the PayPal account the
funds originally came from. If hosting package was terminated for abuse or
breach of any of our policies including but not limited to our Terms of Service
or Acceptable Use policies.
Price Freeze Guarantee
Prize Freeze Guarantee applies to all hosting packages and domain packages.
ManageMyHosting guarantees that as long as you are a continuous
client, holding the same package, in good financial standing your monthly fee
will not ever change. If you close a package with a price freeze guarantee and
open a different one without a guarantee, your price freeze guarantee is void.
If you let your package expire due to not being able to bill you, and the price
for the package has changed, you will be locked in at the new price and not the
previous price.
Questions & Comments
Any comments or questions regarding our service level guarantees should be sent
to customers@ManageMyServices.com
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