ServerTechSupport.com team will not be responsible for any damages your business may suffer. ServerTechSupport.com team makes no warranties of any kind, expressed or implied for services we provide. ServerTechSupport.com team disclaims any warranty or merchantability or fitness for a particular purpose. This includes but not limited to loss of data resulting from delays, upgrades hacking from insecurities, non-deliveries, wrong delivery, and any and all service interruptions caused by ServerTechSupport.com and its employees. ServerTechSupport.com reserves the right to revise its policies at any time.
Refusal of Service
ServerTechSupport.com reserves the right at its sole discretion to refuse or cancel service. Violation of any of ServerTechSupport Rules and Regulations could result in a warning, suspension, or possible account termination. Accounts may be terminated for any or no reason at all without any prior notice to the customer. Accounts terminated due to policy violations will not be refunded.
Access to Servers
ServerTechSupport requires administrative access to your server(s) in order to provide services to you. If proper information is not provided, or updated to ServerTechSupport, we can not be responsible for any issues in your server whatsoever.
All accounts are set up on a pre-pay basis. It is your responsibility to inform ServerTechSupport.com on changes in credit card type, paypal e-mail address or expiration date to their credit card. Credit card accounts are billed once monthly. If your credit card is declined you will have three days to make the payment, after these three days, your account will be placed on hold until services are paid for. All accounts issuing charge backs against ServerTechSupport.com will be billed an additional $50.00 per charge back
Money back guarantee
ServerTechSupport offers money back guarantee on our server management services. If you are not completely satisfied with our services within the first 3 technical support requests or first 7 days of using our service (whichever comes first) from the date of your signup, you will be given a full refund of the amount paid.
Money back guarantee applies to first time customers for single(one) service only even though if you signup for multiple services.
If you use our service and cancel, then signup again at a later date, the Money back guarantee is no longer applicable.
If you signup for two or more servers and cancel then refund of only one(1) server will be provided
In certain instances at our sole discretion, we reserve the right to delete, remove and/or undo any work that was performed on your server(s) during the period in which a refund is or was requested and/or given.
Refunds of any kind for any reason may take up to 30 days from the time the refund is requested or offered for processing.
Risk Free Trials
For Hosting Support Plans you can try out risk free trial support for 3 days (8 hours /day). If you are satisfied with the service then you can pay for the service and continue OR cancel the service. To prevent abuse, server management tasks will not be performed during trial period.
The risk free trial applies to first time customers only, so if you use any trial and/or support service and cancel and then signup again at a later date, then no trial will be offered.
Change Of Server IP
For Server Management services, It’s not possible to change the server IP anytime in middle of service period. You should place service order with new server IP and cancel the old service.
Fair Usage Policy
We offer unlimited admin time at one low monthly price, and we ask our customers to be considerate of others. If we feel any one is abusing this, at our sole discretion, we reserve the right to limit the amount of concurrent open tickets. We reserve the right at our sole discretion to terminate any account whose amount of admin time consumption negatively effects other users.
Server Management & Technical Support
We do not provide any instructions on how to do technical work yourself or how any technical work was done, including but not limited to a list of steps, copy of the commands used, ssh session transcript, graphic/text screenshots, history recording, etc.
We do not make any backups of your data. Backup software is enabled upon request only and backups are stored at the location provided by the you(customer). We do not store or save any of the data that is backed up. Upon request, the backup software will be enabled to run automatically by itself on the server. We do not manually make the backups. Please note, the backup utility is known to stop without notice at times, therefore it is absolutely necessary and extremely important that you check the backup files on a frequent and regular basis to make sure that the backups are up to date and have not stopped being created.
Bumping tickets (replying to tickets already in open) pushes them to the bottom of the list, therefore causing delays.
To schedule tickets to be done at a specific time, we must be given 24 hours advance, and at least an 8 hour window of work time.
We have zero tolerance for abusive language and/or abusive behavior towards our company and/or service we provide and/or our employees. Any customer deemed at our sole discretion to be abusive to our company and/or service we provide and/or our employees will result in immediate irrevocable account termination without any refund. Threats to sue, slander, libel, etc., are all considered forms of abuse and will result in immediate irrevocable account termination without any refund, and we further reserve our right to execute all rights and remedies that we may have at law and in equity.
Response and Resolution Time Guarantee
For support tickets, we offer and guarantee an initial response within 1 hours, and subsequent responses and resolutions within 24 hours, per ticket. However, our average response time is within 30 minutes, and our average resolution time is within 3 hours. Depending on the complexity of the issue, if a ticket requires more time, we will inform you of this within the timeframe and update you throughout the process. Tickets are reviewed in the order they are received, and answered consecutively. Response and Resolution time count starts from the moment the ticket is opened in our Client Area. When a new ticket is opened while another ticket is already opened and unresolved, the Response and Resolution time count for the new ticket starts from the moment that the previous ticket was resolved. Our Response and Resolution time guarantees apply to the first 1 ticket per 24 hours, or the first 30 tickets per 30 days, or the first 30 replies per 30 days, whichever comes first, and additional tickets are not covered under our Response and Resolution time guarantees. A “response” means that a technician has read the ticket, assigned it to the most appropriate technician to handle your specific problem, and responded stating that the ticket resolution process has started. A “resolution” means that a technician has resolved the problem in the ticket. (You will see some tickets responded to and resolved within minutes, and others within hours. Nevertheless, we only offer and guarantee that an initial response will be received within 1 hours, and subsequent responses and resolutions will be received within 24 hours. Therefore, for example, whether you receive a response in 1 minute, and a resolution in 23 hours, it is still within our offered and guaranteed response and resolutions times.) In certain instances, if you report a problem that is erratic or requires more time than our response/resolution time to debug, we will inform you of this within our response/resolution time.
For Restoration and Migration requests, the Response and Resolution time guarantee covers our work only, and not the actual time of the data transferring since we have no control over how long it will take your server to transfer data. We will start the restoration or migration request within our Response and Resolution time guarantee. The time it takes for the restoration or migration request to be completed is beyond our control and solely dependant upon the amount of data that has to be copied, number of accounts, network connection speed between servers, server’s speed, etc. (If you have a lot of accounts or data to be transferred, even though we will start it within our guaranteed response and resolution time, it can still take several days for your server to complete the data transfer). The status of migrations in progress are checked a minimum of once per day.
Support can only be provided on the ip address registered in your account. If you change your server ip address for any reason (ie, move to a new server, obtain a new server, change the main server ip address, etc), it must be added to your account first by submitting a ticket to the Billing department. Support can not be started nor provided for any reason on the new ip address until the Billing department has added the new ip address to your account.
Sales, billing, or any other non-support related issue is not covered under our Response and Resolution time guarantee.
ServerTechSupport will not provide technical support or troubleshooting for any custom software applications. If you have custom-coded software installed on your server, it will be your responsibility to install, maintain, and troubleshoot it, unless a custom service contract has been arranged with ServerTechSupport. ServerTechSupport will not be responsible for any software you attempt to install in your server. If you need something installed, please open a ticket in our helpdesk and ask techs for help. When we say “server management” this means we will manage issues in your server, and related to your server, and not individual accounts or domains, as this would be next to impossible to do. If support request is beyond the scope of “normal” server management it will not be covered. Beyond “normal” means any support requested from techs that would not normally be done on your machine, or that could cause issues. IMPORTANT: We will not be responsible for any changes you or someone else makes in your server – It is highly recommended that if you need to make any changes in your server, that you open a support ticket and ask our support team for help. Because of the intricacies of abuse complaints, our support staff normally does not handle these kind of issues. If you do require the handling of abuse issues, you would need to provide detailed instructions.
Server Tech Support will make available all of our technical resources to support your server(s). However, it is your responsibility to make every attempt to resolve basic issues (i.e. adding websites & email accounts through a control panel, rebooting your server, pointing DNS, enforcing proper AUP, managing your clients, etc.). ServerTechSupport retains the right to determine how much support we will provide. If a Customer abuses our support policies, causing a degraded level of support for other customers due to the frequency and nature of their own requests, ServerTechSupport may be required to give the abusive customer a lower level of priority in the support queue and/or require payment to troubleshoot specific issues.
Prices are subject to change without notice. However your price will remain the same as when you signed up, during your contract period.
If you do not accept or understand any part or parts of our ‘Terms of Service and Policies’, please contact us immediately prior to signing up with our service.
By subscribing to and/or utilizing our services, you agree to accept, comply, and understand all of our ‘Terms of Service and Policies’ in full.
This agreement, user account, and billing will automatically renew unless cancelled in writing 7 days or more prior to the renewal date.