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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Web Site Availability
We offer a 99.5% Web Site Availability Guarantee on our Shared Web Hosting Package. Web HSP will issue a credit to the customer in accordance with the following schedule. Credit will be calculated on the base monthly fee charged to a customer for the affected service. not to exceed 100% of the base service. Credits must be requested within 5 days of the incident through our online Support Desk.
Web Site Availability |
Credit Percentage |
99.6% to 100% |
0% |
95% to 99.5% |
10% |
90% to 94.9% |
25% |
85% to 89.9% |
50% |
85% or below |
100% |
Exceptions:
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Web Site Availability 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 SLA applies only to those areas under the direct control of Web HSP, including links to the Internet and the Data Centers 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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Failure of access circuits to the Network, unless such failure is caused solely by Web HSP;
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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 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 our Terms and Conditions and Acceptable Use Policy.
- Domain Name Registration Expirations
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30 Day Money Back Guarantee
We are confident you will be happy with your hosting plan. 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
