Our Guarantee To You

At VIP customer satisfaction is our main priority!

Each of VIP's hosting plans carries a 30 day money back guarantee. If you are not completely satisfied with our services within the first 30 days of usage you will be given a full refund of the monthly fees excluding setup fees, addons, overages, or VIP's DNR domain registration. Setup fee will be retroactively charged if waived or discounted in the original charge. Setup fees are only refundable if the account order is canceled prior to activation. No refund is available after the 30th day.
All cancellations must be received through our web site at http://www.vip-hosting.com/support/cancel.htm as per the deadlines indicated. Phone requests will not constitute acceptance of any cancellation. All refunds will be processed within 30 days and refunds sent by mail issued on a company check.

99.9% Uptime Guarantee

(1.) Coverage
This 99.9% uptime guarantee applies to any VIP-Hosting client in good financial standing with VIP-Hosting at the time of a service outage.

(2.) Service Level Agreement & Specifications
VIP-Hosting endeavors to have the content of your web site available for http access by any party in the world 99.9% of the time. Network downtime (unavailability) is defined as 100% packet loss from VIP-Hosting to its backbone providers. Downtime is measured past 10 minutes after notification of network failure via VIP-Hosting's online ticketing system. If the ticketing system itself is unreachable, the ticket must be started by calling the VIP-Hosting NOC. VIP-Hosting's administrators will determine the end of the downtime by a trace-route to the customer's machine from outside the VIP-Hosting network.

(3.) Credits
a. Shared Hosting - In the event that your web site is not available for more than 99.9%, VIP-Hosting will credit the following month's service fee as follows. For any shared hosting client, such credit shall be retroactive and shall be as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed fifty (50) percent of the monthly service charge for the affected month.

• Monthly Uptime
• 95% to 99.8%
• 90% to 94.9%
• 89.9% or below

• Credit
• 10%
• 20%
• 50%

b. Managed Dedicated Servers - For managed dedicated server customers if the uptime is between 98.9% and 99.9% for any particular month the credit shall be retroactive and equivalent to the difference between the guaranteed level of availability of the customer's services during the month and the calculated actual level of availability of the customer's services, multiplied by the actual charges incurred by the customer for the services during that month period. In addition, for managed dedicated server, customers may be entitled to additional credits as calculated below and as measured 24-hours a day in a calendar month, with the maximum credit not to exceed twenty-five percent (25%) of the monthly service charge for the affected month.

• Minutes of continuous downtime
• 60
• 5+ 60 minute intervals

• Credit
• 10%
• 25%

In order for you to receive a credit on your account, you must request such credit within seven (7) days after you experienced the down time. You must request credit by sending an electronic mail message to refunds@vip-hosting.com. For security, the body of this message must contain your domain name, the dates and times of the unavailability of your website, and such other customer identification requested by VIP-Hosting. Credits will usually be applied within sixty (60) days of your credit request. Credit to your account shall be your sole and exclusive remedy in the event of an outage.

(4.) Restrictions
Credits shall not be provided to you in the event that you have any outage resulting from (1.) scheduled maintenance as posted from time to time at VIP-Hosting, (2.) your behavior or the performance or failure of your equipment, facilities or applications, or (3.) circumstances beyond VIP-Hosting's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services, including DNS propagation, domain name registration / transfer, failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of your web site, or (4.) a client breaking any item in VIP-Hosting's "AUP" conditions causing a machine to fail as a result.