Policies and Agreements: Guarantees and SLA's

30-Day Money Back Guarantee

Almost all web hosting, E-Commerce, and Internet Access plans include a 30-Day Money Back Guarantee. If for any reason our services haven't exceeded your standards, please let us know within the first 30 days of account activation and we will refund the money paid for that first month of service. (Minus Setup Fees, Activation Fees and overage charges). For web hosting contracts of 3 months or longer, the full contract amount less any Setup Fees, Activation Fees and overages will be refunded if WebIntellects is notified within the first 30 days following activation.

• Our refund policy does not apply to any of the following: Setup Fees, Activation Fees, domain name registrations, reseller accounts, and/or web management services.
• No refunds are available for any service after 30 days, whether in full or prorated. After 30 days, all sales will be final and fall under our Billing Terms.
• Our Money Back Guarantee does not include refunds to already established WebIntellects customers who add service after the first 30 days. In other words, if you host a web site with us for over 30 days and decide to add another domain name or Internet Access, the policy does not apply to these added services.
• Accounts cancelled/terminated by WebIntellects for violating our Terms and Conditions of Use do not qualify for the 30-Day Money Back Guarantee. In other words, if your account is cancelled for spamming or network abuse, you will not be given any refund.
• All refunds are applied to the same credit card used in the initial service purchase. If an account was paid for by check or money order, please allow 2-4 weeks for refund a check to be mailed. Additional processing fees apply for wire transfers.
• Cancellations: Due to security concerns (such as fraudulent cancellations), all account cancellations must be done through our online cancellation form via your Client Login Area. E-mail requests and phone calls will not constitute acceptance of any cancellation. You will receive a confirmation upon the cancellation of your account.

99.99% Network Uptime Guarantee

(1.) Coverage - This 99.99% Network Uptime Guarantee applies to any WebIntellects client in good financial standing with WebIntellects at the time of a service outage.

(2.) Service Level - WebIntellects endeavors to have our network available for use by any party in the world 99.99% of the time. WebIntellects defines network uptime as the ability to reach our datacenter's core routers. This can be verified by running trace routes.

(3.) Credits - In the event that our network is not available for more than 99.99%, WebIntellects will credit the following month's service fee as follows. For any 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 the monthly service charge for the affected month.

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 the WebIntellects Billing Department. The body of this message must contain your account number, the dates and times of the unavailability of our network, and such other customer identification requested by WebIntellects. Credits will usually be applied within thirty (30) 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; (i) scheduled maintenance as posted from time to time at WebIntellects; (ii) circumstances beyond WebIntellects' 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 failure of third party software or hardware or inability to obtain raw materials, supplies, or power needed for our network.

99.9% Server Uptime Guarantee

(1.) Coverage - This 99.9% Server Uptime Guarantee applies to any WebIntellects client in good financial standing with WebIntellects at the time of a service outage.

(2.) Service Level - WebIntellects endeavors to have the content of your web site available for http access by any party in the world 99.9% of the time. WebIntellects defines server uptime as the ability to reach your server via ping. This can be verified by pinging your server's IP Address.

(3.) Credits - In the event that your web site is not available for more than 99.9%, WebIntellects will credit the following month's service fee as follows. For any 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 the monthly service charge for the affected month.

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 the WebIntellects Billing Department. The body of this message must contain your account number, the dates and times of the unavailability of your web site, and such other customer identification requested by WebIntellects. Credits will usually be applied within thirty (30) 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; (i) scheduled maintenance as posted from time to time at WebIntellects; (ii) your behavior or the performance or failure of your equipment, facilities or applications; (iii) circumstances beyond WebIntellects' 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 (iv) a client breaking any item in WebIntellects Terms and Conditions of Use policy causing a machine to fail as a result. Due to the availability of full root access, all virtual private server and fully managed dedicated server customers are only guaranteed 99.99% uptime for network connectivity, not server performance.

24-Hour Trouble Ticket Resolution Time Guarantee

(1.) Coverage - This 24-Hour Trouble Ticket Resolution Time Guarantee applies to any WebIntellects client in good financial standing with WebIntellects at the time of the trouble ticket submission.

(2.) Service Level - WebIntellects endeavors to have all trouble tickets opened within the Control Maestro panel resolved within 24 hours after initial submission.

(3.) Credits - In the event that your trouble ticket is not responded to within 24 hours, WebIntellects will credit your account $10.00 USD per incident. In order for you to receive a credit on your account, you must request such credit within seven (7) days after you notice the break in the guarantee. You must request credit by sending an electronic mail message to the WebIntellects Billing Department. The body of this message must contain your account number, the date, the time and the trouble ticket number, and such other customer identification requested by WebIntellects. Credits will usually be applied within thirty (30) days of your credit request. Credit to your account shall be your sole and exclusive remedy.

(4.) Restrictions - Credits shall not be provided to you in the event that you do not have a resolution within 24 hour resulting from (i) scheduled maintenance as posted from time to time at WebIntellects,(ii) the reliance upon a third-party vendor or supplier to provide support, (iii) a non-response from the customer when additional information is requested, and/or (iv) circumstances beyond WebIntellects' 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, failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed to respond to trouble tickets.