SERVICE LEVEL GUARANTEES
30-DAY MONEY BACK GUARANTEE
If, for any reason, the Customer is dissatisfied with our hosting services, we will refund the Customer’s hosting fees at any time during the first 30 days after the signup date of any hosting account purchased from us. You can email us at Sales [at] GrandBytes.com for full hosting plan refund within the 30-day money-back period.
Please, NOTE that domain name registrations are final and non-refundable. As changes are no longer allowed after a registration request is submitted, customers should always check for correct spelling before purchasing a domain name.
99.9% Network Uptime Guarantee
GrandBytes guarantees that the Customer’s website will be up and running at least 99.9% of the time during any 12-month period. This guarantee includes network and server uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where GrandBytes has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of GrandBytes may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.
GrandBytes guarantees 99.9% GrandBytes network uptime and 99.9% server stability uptime. This, however, does not refer to problems stemming from:
Server Hardware Breakdown
User error(s) or purposeful interruption(s) (e.g. if a client shuts his/her own server down, GrandBytes cannot be held responsible for the downtime)
Failures due to software that is not explicitly supported by GrandBytes If a hardware crash provoked by the customer consequently happens, GrandBytes has no responsibility for the resulting downtime.
Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.
Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.
1-HOUR SUPPORT RESPONSE GUARANTEE
GrandBytes guarantees fast dedicated support available 365 days per year. Support is available to all clients via online website contact forms, ticketing systems, phone lines and live chat. Each ticket is replied to within no more than 60 minutes after it has been opened.
Dedicated 24/7 Support To All Customers
Phone Support (16 hours on business days)
24/7 Ticketing support to customers (365 days a year)
24/7 E-mail support via our Contact Us page.
Live Chat support (16 hours on business days)